# A message was not delivered What "Not sent" and "Not delivered" mean under a reply, every reason a channel gives, and how to fix it. When a reply does not reach the customer, the inbox says so under the message, in red, with the cause and what to do. There are two kinds of problems. ## "Not sent" with Retry Your message never left your browser: the connection to Ha Tang dropped (for example on unstable Wi-Fi). The message stays in place, faded. - Check your connection. The dot next to **Inbox** turns green again when you are back online. - Click **Retry** to send it, or **Cancel** to drop it. ## "Not delivered:" and a reason Ha Tang passed your message to the channel and the platform refused it. Below the reason, a line with a question-mark icon says what to do. ![A Zalo reply that was not delivered, with the cause and the fix](https://hatang.dev/help/img/en/inbox/not-delivered.webp) ### Reply windows | Inbox shows | What to do | |---|---| | outside the channel's reply window | Wait for the customer to write again, or leave an internal note to follow up | | outside Messenger's 24-hour window, or another app controls the thread | Turn on the HUMAN_AGENT tag (7 days) in Channels, or wait for the customer to write again | | more than 24 hours have passed since the customer's last WhatsApp message | Send an approved template, or wait for the customer to write again | | past Zalo OA's reply window | Send a ZNS message (**CRM → Customers → Send ZNS**, or from the customer's order page), or wait for the customer to write again | The conversation header shows the window before you write: a green **window open** chip, or a red **window closed** one. See [Reply windows](https://hatang.dev/help/inbox/replying#reply-windows). ### Zalo | Inbox shows | What to do | |---|---| | the customer has never interacted with the OA | You can only message after they write to the OA; use [ZNS](https://hatang.dev/help/automation/zns) if you have their phone number | | the customer blocked the OA | Reach the customer on another channel | | the OA's plan does not allow this message | Upgrade the Zalo OA plan | | the Zalo Cloud account is out of balance | Top up the OA's Zalo Cloud Account | | the OA access token expired | Reconnect the Zalo OA in Channels | | the personal Zalo session is disconnected | Scan the QR code again in Channels. Don't log into Zalo Web with this account | | the customer blocks strangers or blocked you | Send a friend request, or reach them on another channel | ### Facebook Messenger and Instagram | Inbox shows | What to do | |---|---| | this person can't receive messages right now (blocked the Page or deactivated) | Reach the customer on another channel | | Meta has restricted messaging for this Page | Check the Page in Meta Business Suite → Account quality | | the Page's access token expired | Reconnect the Page in Channels | | the app lacks permission to message for this Page | Reconnect the Page with an admin account and grant every permission | ### WhatsApp | Inbox shows | What to do | |---|---| | WhatsApp could not deliver to this number (not on WhatsApp, has not accepted the latest terms, or limited by Meta to protect users) | Check the number, or reach the customer on another channel | | Meta refused the template (paused, wrong language or missing variables) | Check the template's status in WhatsApp Manager and pick another | | the WhatsApp number is sending too fast | Wait a moment and send again | ### TikTok | Inbox shows | What to do | |---|---| | a TikTok Business account is required | Switch the account to Business and reconnect it | | the customer hasn't messaged you first | TikTok only allows replies after the customer writes; turn on private replies to comments | | the TikTok access token expired | Reconnect the TikTok account in Channels | ### Telegram, LINE and X | Inbox shows | What to do | |---|---| | the customer blocked the Telegram bot (or deleted their account) | Reach the customer on another channel; once they unblock and write again, sending works | | the Telegram bot's token is no longer valid (it was changed in @BotFather) | Get a new token from @BotFather and connect the bot again in Channels | | the Telegram bot is sending too fast | Wait a few seconds and send again | | the LINE Official Account used up this month's free messages | Upgrade the plan in LINE Official Account Manager, or reply right after the customer writes (free within about a minute) | | the LINE channel access token is no longer valid | Issue a new token in LINE Developers and reconnect LINE in Channels | | this person does not accept direct messages from your X account (not following, blocked, or DMs off) | Reply publicly on X or reach them on another channel | | the X session expired or the app's access was revoked | Reconnect the X account in Channels | | the X app hit its API limit or ran out of credits | Wait a moment; check the credits at developer.x.com | ### Any channel | Inbox shows | What to do | |---|---| | the channel is disconnected | Reconnect it in Channels | If the reason is not in these tables, the inbox shows the platform's own error text instead. For a known reason, hover the help line to see that original text. ## Email replies Under an email reply you see **Email bounced** (the address does not exist or the mailbox refused it), **Marked as spam** (the customer reported it) or **Email failed** (it could not be sent). Check the address in the customer panel, or reach the customer on another channel. See [Bounces and suppressions](https://hatang.dev/help/email/suppressions-and-bounces). ## Channels that need reconnecting When a channel's connection expires, the conversation header shows **channel needs reconnecting** and replies fail until you reconnect it. Someone with **Manage** access goes to **Customer Support → Channels**, opens the channel and clicks **Reconnect**. See [Reconnect a channel](https://hatang.dev/help/channels/reconnect-channel). Messages that failed are not sent again on their own after you fix the cause. Send them again: copy the text into a new reply.