Failure reasons

When a message isn’t sent or delivered, Renotify turns the provider’s error into a plain reason and the fix. You’ll see these in the Overview, the message log, quick rules and, on the Business plan, in message.failed updates to your systems as failure.code.

Code	Reason	What to do
opted_out	Customer opted out	Respect the choice: these contacts stay suppressed.
no_consent	No marketing consent	Collect marketing consent, or send a utility message instead.
invalid_address	Invalid number or address	Review and correct these contacts.
missing_address	No phone or email on file	Add a phone number or email to these contacts.
not_on_channel	Not reachable on this channel	Add a fallback channel such as SMS or email.
not_connected	Hasn’t connected on this channel	Customers are reachable here once they message you. Add a fallback channel for everyone else.
template_rejected	Template rejected or paused	Edit the template and resubmit it for approval.
outside_session_window	Outside the 24-hour reply window	Use a WhatsApp template or another channel for messages outside the reply window.
channel_unavailable	Channel unavailable	Check the channel connection on the Channels page.
rate_limited	Sending limit reached	Spread sends out or raise your number’s messaging limit.
bounced	Email bounced	Review and correct these contacts.
spam_complaint	Marked as spam	Respect the choice.
insufficient_balance	Messaging balance too low	Top up your balance or turn on auto-recharge.
destination_blocked	Destination country not allowed	If you expect this country, allow it under Settings → Channels → SMS destinations.
unsupported_destination	Channel not available in this country	Add a fallback channel that reaches this country.
provider_error	Provider error	Retry the message. If it persists, contact support.
workspace_inactive	Workspace has no active plan	Choose a plan to start sending again.

Not sent versus not delivered

Some reasons stop a message before it’s sent, so it costs nothing: opt-outs, missing consent or addresses, a blocked country, a channel that isn’t connected, a low balance. An automation moves straight to the next channel in its route.

Others come back from the provider after sending: an invalid number, a number not on WhatsApp, a bounce. You’re charged only for messages the provider accepts.

Held messages

A message that can’t be sent because the balance is too low isn’t lost: it’s held and sent once you top up. Operations counts held messages, and an alert can warn you.