The customer did not receive the WhatsApp or SMS message

The customer says the booking confirmation, the receipt or the trip page code never came. Every message the system sends or tries to send is in the message log with its status, so start there: the status tells you which of the checks below to run.

Why it happens

• WhatsApp is on Click to chat: the message opened on a colleague's phone and was never sent, or it was a message the system sends by itself (a code, a receipt after an online payment), which Click to chat cannot send. A receipt that cannot go out this way is sent by email instead when email is connected; otherwise it is logged as Failed and the booking's owner gets a task to send it.
• SMS (or email) is Off or set to Do not send, keep a log: the message is only logged.
• The provider refused the message: wrong keys, no balance, a sender name that is not approved, a wrong number.
• The customer has no mobile number or email, or the number has no country code.
• There is no template for that message on that channel and language, or the template is turned off.
• The plan's monthly limit for the channel is reached.

Read the message log

Open Settings → Data and logs → Message log. Choose the channel, type the customer's number in Search by recipient or text, and open the row to see the full message, the provider, the template and the error. A team invitation or password reset with the provider platform:smtp went out from the system's own email, because your agency's email is not connected.

When a receipt or a "transfer not confirmed" message the system sends by itself fails, the booking's owner also gets a task, due today, that says which message and why (for example TR-2026-00129: the payment receipt was not sent to the customer by WhatsApp (WhatsApp is set to click to chat, which cannot send by itself). Send it from the booking's Messages tab.). It appears on the dashboard and on the booking.

The booking page and the payment reminders list use the same words. The reminders list adds Skipped for a reminder that was not sent because the booking is cancelled or nothing is owed.

What to do

1. Check the channel's card. Open Settings → Connections. Off or Logging only means nothing is sent on that channel. Needs attention means the last test or the last real message failed; Last error says why, and the next message that goes through clears it. Connect it: Connect WhatsApp, Connect SMS or Connect your email (SMTP).
2. Send a test to your own mobile. Use the box at the bottom of the card and Send a test.
   • Sent. Check that it arrived. and it arrives on your phone: the connection works. Go to step 4.
   • Click to chat does not send by itself. Open the link to send it from WhatsApp:: WhatsApp is on Click to chat. To send codes and automatic receipts, connect WhatsApp Business Platform (Meta) or Twilio WhatsApp, or send them by SMS.
   • It did not work: with The provider refused the sign-in details. Check the user name, password or keys.: the token or keys are wrong or expired. The provider returned an error.: read the provider's message under it.
3. Read the error of the failed message in the message log. Common causes: an expired WhatsApp access token, a message outside WhatsApp's 24-hour reply window, an SMS sender name not approved in the customer's country, or no balance with the provider.
4. Check the customer's number. This customer has no phone number means the customer record has no mobile. Numbers must include the country code, for example +973 3900 0000. For a trip page code, No contact for this channel means the customer has no number (or email) for the channel they chose.
5. Check the template. No whatsapp template "…" is set up. Add it in Settings → Message templates. or No sms template "…" is set up. Add it in Settings → Message templates. means that message has no template on that channel in the customer's language. Add it in Settings → Message templates (Change the words of a message). A template turned off sends nothing.
6. Check the receipt channel. The receipt after an online payment or an approved transfer goes on the channel in Settings → Preferences → Send online payment receipts by (WhatsApp, SMS or Email), by Email when the customer has no mobile, and by WhatsApp when they have no email. Every agency has a receipt template on all three channels in both languages. On WhatsApp with Click to chat, an online payment's receipt goes by email when email is connected; otherwise it is logged as Failed with a task for the team.
7. Check the plan limit. Your … plan allows … WhatsApp messages a month … or … text messages a month … means the month's limit is reached. Codes still go out. See Plan limits and how usage is counted.