> ## Documentation Index > Fetch the complete documentation index at: https://docs.orbit.devotel.io/llms.txt > Use this file to discover all available pages before exploring further. # Troubleshooting: WhatsApp template pending, rejected, or blocked by the 24h window > Diagnose a WhatsApp template stuck at pending, read a rejection reason, fix sends failing with 24h-window errors, and work through a quality downgrade — plus exactly what to send support. # Troubleshooting: WhatsApp template pending, rejected, or blocked by the 24h window A WhatsApp template problem shows up one of four ways: Meta's review never finishes, the template comes back rejected, sends fail even on an approved template, or Meta reclassifies the template and your per-message price changes. This page covers the template layer only. If the phone number itself is stuck at a compliance gate, or a Sender ID is pending, that is a different flow — see [Troubleshoot a pending number or Sender ID](/compliance/troubleshooting-pending-gated-surfaces). If you are moving an existing WABA to Orbit, the [WABA migration guide](/guides/whatsapp/waba-migration) covers that path; this page assumes the WABA is already connected. Template approval, quality scores, and category decisions are Meta's call, not Orbit's — Orbit submits, syncs the result, and enforces what comes back. Lead times in this page are expectations from current Meta behaviour, not guarantees. ## Symptom map Work the table top-down — it covers the failure modes that make up nearly every template incident. | Symptom | Most likely causes | What to do | | ---------------------------------------------- | ----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | **Template stuck `pending`** | Utility/authentication templates usually clear in minutes; marketing templates take longer, and templates Meta samples against your account wait on a real opt-in example | Wait the normal window (15 minutes to 24 hours) before acting. Submission timing is in [WABA setup](/guides/whatsapp/waba-setup#approval-timelines-summary). Past 24 hours, escalate with the payload at the bottom of this page | | **Template `rejected`** | A policy violation (category mismatch, promotional body in a utility/authentication template, prohibited content) or a formatting error (unpaired `*bold*` markers, wrong language selected, variables with no context) | Read the rejection reason on the template record (next section), fix the content, and resubmit. The rejection categories map 1:1 to the rules in [WhatsApp content policy](/compliance/whatsapp-content-policy) | | **Sends fail on an approved template** | The send went out as free-form (`type` other than `template`) outside the 24-hour window, or the template reference does not match an approved `(name, language)` pair | Check the error code — `WHATSAPP_OUTSIDE_24H_WINDOW`, `WHATSAPP_RE_ENGAGEMENT_WINDOW_CLOSED`, and `WHATSAPP_RE_ENGAGEMENT_REQUIRED` all mean "send a template here." Window mechanics and the pre-flight check are in [WhatsApp 24h freeform window](/guides/whatsapp/24h-window) | | **Utility template reclassified as marketing** | Meta detected promotional intent in a template you filed as utility | Either accept the reclassification (marketing pricing applies — see [WhatsApp pricing](/guides/whatsapp/pricing)) or edit the template body to remove the promotional content and resubmit as utility | | **Template `paused`** | Meta's quality metrics for that template dropped — recipients are blocking or reporting it | Write the template so the first line states why the recipient is getting the message, and confirm your opt-in covers this kind of message. A paused template stops delivering; fix the content and resubmit rather than waiting | ## How to inspect a template Every diagnostic on this page starts at the template record. Find it by the exact `(name, language)` pair from Meta Business Manager, then read it from Orbit: ```bash theme={null} curl -G "https://api.orbit.devotel.io/api/v1/messages/templates" \ -H "X-API-Key: $ORBIT_API_KEY" \ --data-urlencode "search=order_shipped" \ --data-urlencode "channel=whatsapp" ``` The record carries the fields every check below reads. Fetch the full template detail at `GET /api/v1/messages/templates/{id}` for the complete body: * `status` — the local view of Meta's verdict: `pending_review`, `approved`, `rejected`, `paused`, `disabled`, or `submission_failed` (Meta refused the create call itself — the request never became a template at their side). * `metadata.rejection_reason` — Meta's own words for a rejection. This is the single most useful field on the page: it names the policy clause or formatting error Meta acted on. * `external_id` — Meta's template id, present only after a successful submission. A missing `external_id` means the row has never been accepted by Meta. For live updates, listen to the webhook events instead of polling: `whatsapp.template.approved` and `whatsapp.template.rejected` fire on Meta's verdict (the rejected event carries `details.reason`), and `whatsapp.template.quality_update` fires on downgrades. The full event list and payload shape are in [Webhook events](/reference/webhook-events). If you only watch the dashboard, the same events raise a bell notification naming the template. ## Fix workflow per status * **`pending` — let it run.** Approval lands in minutes for utility and authentication templates. Marketing templates take longer. Do not resubmit while the first attempt is in flight — the two submissions compete for the same review slot. * **`rejected` — edit and resubmit.** Read `metadata.rejection_reason`, fix the named problem, and `PATCH` the template. Editing clears the way for resubmission, and Meta keeps the template name free for 30 days, so you do not need to rename. Reassign the category in the same edit if the rejection was a category mismatch. * **`submission_failed` — fix the account, then resubmit.** Meta refused the submission call: a WABA permission missing, the account under feature review, or an app-config problem. Nothing was created at Meta's side, so the template body is usually fine. Verify the WABA state in Meta Business Manager, then resubmit. * **Misclassified — resubmit with the category change.** If a utility template kept coming back as marketing, its body reads as promotional. Rewrite the body so it only covers the order, booking, or account event, then resubmit as utility. Accepting marketing pricing is the cheaper fix when the content is genuinely promotional. * **Sampling-limited — add a real opt-in example.** When Meta asks for sample traffic, submit a screenshot or example from a real opted-in conversation rather than a fabricated one — a built-up example that never matched real traffic is one of the most common second-rejection causes. * **Re-review window — wait.** After a resubmission, a fresh review cycle starts. The status field and webhook events move again when Meta answers; the fix workflow from there is the same as for a new template. ## What not to do * **Do not spam `POST /templates` with the same body.** Meta rate-limits duplicate submissions per WABA, and a rejected body resubmitted unchanged earns faster rejections. Every submission should fix what the rejection reason named. * **Do not switch the category without adjusting the variables.** A utility template that names a discount in `{{1}}` becomes a marketing template with the category flag flipped and nothing else changed — Meta's reviewers catch that immediately, and so does the automatic reclassification later. * **Do not reuse a rejected name immediately on a brand-new template.** The 30-day name hold exists so the same name can be fixed in place. Deleting a rejected template and recreating it under the same name inside the hold window trips the duplicate-name throttle and delays the resubmission. * **Do not test a rejected template with production traffic.** A send against a non-approved template fails before it reaches Meta, and the failures count against your WABA's quality metrics. ## Escalation payload If you have worked the page and the template is still stuck, email [whatsapp-support@devotel.io](mailto:whatsapp-support@devotel.io) with these three items so we can trace the review with Meta without a back-and-forth: 1. Your **WABA id** (Meta Business Manager → WhatsApp Manager, or the `waba_id` on any template record). 2. The **template name + language** exactly as Meta has them (`order_shipped` + `en_US`, not a display label). 3. The **rejection code or reason** from `metadata.rejection_reason`, or the `details.reason` from the `whatsapp.template.rejected` webhook event. ## See also * [WhatsApp 24h freeform window](/guides/whatsapp/24h-window) — when a template send is required, the pre-flight window check, and the error codes that mean "send a template". * [WhatsApp content policy](/compliance/whatsapp-content-policy) — the prohibited and restricted categories every rejection reason maps back to. * [Templates API](/api-reference/templates) — the create/read/update contract for every endpoint this page uses. * [Troubleshoot WhatsApp Flow submissions](/troubleshooting/whatsapp-flow-submissions) — the submissions/CDP layer playbook for Flow sends that went through. * [WABA setup](/guides/whatsapp/waba-setup) — first-time submission flow and the approval-timelines table. * [Webhook events](/reference/webhook-events) — the `whatsapp.template.*` events for driving this workflow from your own systems.