SMS

Spam

Subject: [INTERNAL] CHID [CHID] Spam Issue to [Country] Mail: Hello Team, Kindly note that the client CHID is complaining about messages with the sender "[sender]" that are undelivered towards [country]. According to our investigation, this is due to messages being marked as spam on our side. Could you please check the below Message Logs and whitelist the traffic if possible? Message Log: [link to ML] The Account Manager has been added to CC to be aware of the issue and to advise on the matter. Let us know if anything else is needed from our side.

Apple Spam

Dear team,

I hope you are doing well.

In order to broadcast "Apple" traffic, our client must provide us with an authorization letter from Apple Inc., stating that Apple authorizes the client to carry their traffic. This requirement is an anti-fraud/spam measure, as Apple phishing traffic is very prevalent. Therefore, we have implemented additional security protocols before releasing or whitelisting such traffic, including obtaining a confirmation letter from Apple.

Could you kindly provide a Letter of Authorization (LOA) to whitelist the traffic?

Absent Subscriber

Hello Team, Hoping you're having a good day Upon investigation and some tests, we checked that the message was getting the error "EC_ABSENT_SUBSCRIBER", which indicates that the destination number provided was unreachable or not properly connected to the operator's network, powered off, or located in an area with limited/low coverage or subject to roaming restrictions at the moment the message was sent. Based on the troubleshooting, the issue is on the handset itself. For such cases, a basic troubleshooting for the handset is advised. Hoping that this information is helpful, we remain at your disposal.

Useful Info

EC_BEARER_NOT_PROVISIONED es un error que solo aplica a GW de tipo SMPP en Comm logs lo veran como error A (Invalid Source Address) Connectivity nunca creo un mapping que pueda mostrar el error verdadero.

Cuando vean el error EC_BEARER_NOT_PROVISIONED siempre verifiquen si es una conexion SMPP y revisen los comm logs, nunca den la info Status & errors que dan del EC 10.

Frances

Bonjour Maud,

Je ne vois pas d'obstacle de mon côté. Le trafic n'est pas bloqué. Le dernier message je vois aujourd'hui à 7h. Peux-tu revérifier de ton côté ?

Quel sender vous utilisez pour la campagne en cours ?

French

Dans l'ensemble, les SMS vers l'opérateur orange sont livrés cependant j'ai pu observer des échecs sur les numéros suivants :

Si jamais vous avez d'autre exemples de numéros, n'hésitez pas à me les communiquer pour analyse.

Je reste à disposition pour toute demande de clarification.

Bien cordialement.

WhatsApp — Error 7032

Hello, Thank you for contacting us. I have investigated the reported traffic and can see that the messages are undelivered due to error code 7032 - EC_FREQUENCY_CAPPING. Example of the traffic: Sender ID: 5216674891082 Destination: 526672041555 Message ID: 6fb4fe10-6eb3-4719-aa79-399225a30c93 Send Date Time: 21. 10. 2024. 16:51:18 Delivery Time: 21. 10. 2024. 16:51:20 Status Reason: 9 - UNDELIVERABLE_NOT_DELIVERED Error Code: 7032 - EC_FREQUENCY_CAPPING The error code 7032 indicates a failure in delivering WhatsApp traffic. This is caused by a mechanism on Meta's side that is meant to limit the number of marketing template messages a person receives from a business within a specific time period. Regrettably, Infobip cannot do anything, nor do we have information on the exact limits, whether in number or time. We can share the following link

https://developers.facebook.com/docs/whatsapp/cloud-api/guides/send-message-templates#per-user-marketing-template-message-limits

containing Meta's statement on how this mechanism may affect your business and their future intentions. I hope that this information was helpful, and if you need anything else feel free to contact our team.

Hello Harsh, Thank you for getting in touch and letting us know. I have checked the reported case and I can confirm message was correctly processed on our end and forwarded to the next instance which is Meta (WhatsApp) in this case. From Meta we received error 7032 - EC_FREQUENCY_CAPPING, please see some examples below: This error Indicates that the message was rejected because Meta is limiting the number of WhatsApp marketing template messages a person can receive from any business within a specific time period (frequency capping). This limitation starts with a small number of conversations that are less likely to be read. For more information, refer to Meta's documentation. In any case, we remain available if additional assistance is required and will gladly help!

WhatsApp — Image Hosting Error

Hello , Thank you for contacting us. After conducting a thorough investigation into the reported issue, we have observed that the provided URL does not point to the intended media file directly and prompts us to download the image. It is advised to verify the URL and consider using an alternative hosting that leads straight to the media file. As we tried to replicate the error on our end we received the error 401 Unauthorized The request is unauthenticated. Furthermore, I would like to provide our documentation of the IP address safelist for potential whitelisting of specific addresses, if required.

IP Address Safelist (infobip.com)

I hope I've helped you with this matter, and if you need any more information, we're at your complete disposal.

WhatsApp — Error 7020

Dear Marcos, I hope you are doing well. After careful revision of the messages sent to the aforementioned numbers, we can see that we are receiving the error "EC_DEVICE_REPRODUCTION_ERROR" that you mention, as you can see in examples here: Sender ID: 551146525400 Destination: 551132835514 Message ID: 6211d1d7-fef3-42a0-ab8e-c145a5084fdd Send Date Time: 04. 09. 2024. 12:32:28 Delivery Time: 04. 09. 2024. 12:32:29 Status Reason: 9 - UNDELIVERABLE_NOT_DELIVERED Error Code: 7020 - EC_DEVICE_REPRODUCTION_ERROR Sender ID: 551146525400 Destination: 551158292773 Message ID: 13c5542f-e566-4e62-b456-fb3cab282458 Send Date Time: 05. 09. 2024. 11:13:46 Delivery Time: 05. 09. 2024. 11:13:48 Status Reason: 9 - UNDELIVERABLE_NOT_DELIVERED Error Code: 7020 - EC_DEVICE_REPRODUCTION_ERROR This error is due to a Meta feature that limits the marketing templates messages that can be sent per user in a day. On our side, messages were processed and sent correctly. You can find more information on the matter on Meta's documentation here:

https://developers.facebook.com/docs/whatsapp/cloud-api/guides/send-message-templates#per-user-marketing-template-message-limits

you're experiencing error code 7020, and I'm here to assist you. After reviewing the situation, there are several factors that could be contributing to this issue: Integrity Errors: Please ensure the integrity of the data being transmitted. Double-check that all information is accurate and complete. Acceptance of Meta's New Terms of Service and Privacy Policy: To ensure compliance, kindly share the following link with your end-users: Confirm that they have accepted our latest Terms of Service (Settings > Help, or Settings > Application information will prompt them to accept the latest terms/policies if they haven't done so already) Outdated WhatsApp Version: Confirm that the customer is using WhatsApp version equal to or later than the specified versions: Android: 2.21.15.15 SMBA: 2.21.15.15 iOS: 2.21.170.4 SMBI: 2.21.170.4 KaiOS: 2.2130.10 Web: 2.2132.6 Blocked Business Account: Check if the customer unintentionally blocked the business account. Verify this with the user. Non-WhatsApp Phone Number: Ensure that the provided phone number is indeed a WhatsApp-enabled phone number.

WhatsApp — Error 566

Estimados,

Espero se encuentren bien.

Para el número xxxxxxxx, recibimos el siguiente error de parte de Meta:

130472,"title":"User's number is part of an experiment","

Como está detallado en la documentación de Meta, los números parte de experimentos de templates de Marketing en Meta, solo pueden recibir mensajes de marketing si:

• Existe una conversación de atención al cliente abierta con el negocio.
• Existe una conversación de Marketing abierta con el negocio.
• Existe una conversación iniciada con el cliente con el negocio.

La forma en que el número pueda recibir mensajes es que inicie la comunicación con el negocio primero, como también está detallado en la documentación.

En cuanto al ejemplo de la plantilla plancomercial_tgc1 con el número 56978595715, compruebo que se utiliza el atributo "Nombre Local" para el placeholder de la plantilla, el cual no existe en el perfil de People de ese número, por lo que dá el error de destinatario invalido.

Espero esta información le sea de utilidad, y quedo atento a sus comentarios.

WhatsApp — No DLR

Dear Maximiliano,

I hope you are having a nice day so far.

Upon checking the messages, I can see that they have been processed and sent correctly by our platform, as noted by the send and sent times (when the message left our platform towards Meta):

Sender ID: 5491130143446
Destination: 541123949718
Message ID: 6786a3b24b901d89de9c324f_64a49cf8f10261592ce2b0e5_17532760512
Send Date Time: 23. 07. 2025. 13:07:31
Delivery Time: 25. 07. 2025. 13:08:03
Status Reason: 15 - EXPIRED_EXPIRED
Error Code: 4100 - EC_MESSAGE_CANCELED

Moreover, we receive a positive "200 OK" message from Meta, confirming that they received the messages, but they don't send the final confirmation of delivery before the expiration time of the message.

As per Meta Documentation, this could be caused by the end user not being online, or blocking the phone number or another number that is associated with the same Business Account.

Our recommendations for end users that maintain business with your organization and wish to receive messages from your side is as follows:

• Confirm that they can actually send a message to your WhatsApp business phone number(s).
• Confirm that none of your WhatsApp business phone numbers are in their list of blocked numbers (Settings > Privacy > Blocked or Blocked contacts).
• Confirm that they have accepted our latest Terms of Service (Settings > Help, or Settings > Application information will prompt them to accept the latest terms/policies if they haven't done so already).
• Update to the latest version of the WhatsApp client.

I hope this information is useful, and I remain attentive to your comments.

Bom dia Guilherme,

Depois de revisar os mensagens, posso ver que foram processados e enviados para Meta.

Além disso, recebemos confirmação "200 OK" de parte de Meta, mais eles não mandaram a confirmação de entrega.

De acordo com a documentação de Meta Documentation, isto pode ser por causa de que o usuário final bloqueio o remetente, o outro remetente associado com a mesma conta de WABA, o também poderia ser que o usuário não fica online.

Espero está informacao seja de ajuda, e fico a postos.

Generic Responses

Unactive Ticket

Hello team,

I hope you're doing well.

Please note that this ticket will be closed soon, due to the current inactivity.

To clarify, this doesn't mean the case is closed completely. If additional assistance is required or you haven't receive our previous response, please get back to us and the ticket will reopen so we can continue.

In any case, I wish you a pleasant day ahead.

Estimado cliente,

Espero esté bien. Tenga en cuenta que este ticket será cerrado en la brevedad por inactividad.

Esto de ninguna manera implica que el caso esté cerrado del todo. Si requiere de asistencia adicional o no recibió la respuesta anterior, por favor responda, y el ticket será reabierto y podremos continuar la comunicación.

De cualquier manera, que tenga un buen día.

CPAAS

I hope you are having a great day.

Kindly note that this request fits into work scope of CpaaS registration department. Please contact team directly and do remove customer support contact point.

CpaaS Registration department sharepoint page & instructions are located on this link: https://infobip.sharepoint.com/sites/ProfitabilityManagement/SitePages/CPaaS-Registrations.aspx

(This procedure is to have most optimal outcomes for processing requests. In case there was a mistake here and troubleshooting from support department is required, do let us know).

Thank you.

Fake DLR

Dear Team, Thank you for reaching out to our support team. I have conducted a thorough analysis of the traffic directed to the destination number +555555555555. I can confirm that the messages are being correctly received and processed on our end, as well as forwarded in a timely manner to the operator's system. Additionally, I reviewed the conditions of the connection and could not identify any degradation or major issues that might have impacted this traffic. To further validate this, I performed multiple tests using internal numbers to ensure the reliability of the delivery reports we are receiving. All results aligned accurately with the real circumstances, reaffirming the reliability of the connection. That said, these situations are often related to issues occurring at the device layer, which can be verified with the carrier to ensure that all necessary configurations are properly set and that the handset is configured correctly to receive the traffic. We remain at your disposal should you need further assistance.

Dear Maximiliano,

I hope you are having a nice day so far.

Upon checking the messages, I can see that they have been processed and sent correctly by our platform, as noted by the send and sent times (when the message left our platform towards Meta):

Sender ID: 5491130143446
Destination: 541123949718
Message ID: 6786a3b24b901d89de9c324f_64a49cf8f10261592ce2b0e5_17532760512
Send Date Time: 23. 07. 2025. 13:07:31
Delivery Time: 25. 07. 2025. 13:08:03
Status Reason: 15 - EXPIRED_EXPIRED
Error Code: 4100 - EC_MESSAGE_CANCELED

Moreover, we receive a positive "200 OK" message from Meta, confirming that they received the messages, but they don't send the final confirmation of delivery before the expiration time of the message:

2025-07-23 13:07:32.212
200 OK

As per Meta Documentation, this could be caused by the end user not being online, or blocking the phone number or another number that is associated with the same Business Account.

I also see some messages that were pending that changed their status as delivered, meaning that the end user appeared online before the expiration period:

Sender ID: 5491130143446
Destination: 542901504278
Message ID: 6883a904f8cb5e5dd7708187_62fd16391abd8776de098519_17534590094
Send Date Time: 25. 07. 2025. 15:57:20
Delivery Time: 25. 07. 2025. 16:33:27
Status Reason: 5 - DELIVERED_TO_HANDSET
Error Code: 0 - NO_ERROR

Our recommendations for end users that maintain business with your organization and wish to receive messages from your side is as follows:

• Confirm that they can actually send a message to your WhatsApp business phone number(s).
• Confirm that none of your WhatsApp business phone numbers are in their list of blocked numbers (Settings > Privacy > Blocked or Blocked contacts).
• Confirm that they have accepted our latest Terms of Service (Settings > Help, or Settings > Application information will prompt them to accept the latest terms/policies if they haven't done so already).
• Update to the latest version of the WhatsApp client.

I hope this information is useful, and I remain attentive to your comments.

Follow Ups

Pending ticket & asking the AM updates

Hello ,

I hope you're doing well. I wanted to let know that I have kept this ticket open and am actively working to find a solution. I will promptly update you upon receiving information from our supplier once the issue has been resolved. If you have any further questions or need additional clarification. We are at your disposal.

Greetings, I hope this message finds you well. I wanted to check if there have been any updates regarding this issue. Thank you for your attention to this matter.

REPORTS

SQL Reports

Never send a client ticket to the SQL folder. If you receive a report request, send a follow-up to the AM ( without the client) and send them a report request macro. Once the form is filled, you can transfer it to SQL. Special situation is only for UBA and Zenith where their reporting requests are processed directly from the reporting team and you can transfer it to the SQL folder. You can find more information here:

https://confluence.infobip.com/display/CC/Report+Requests

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