A message did not send
What the reasons under a blocked or failed message mean — consent, quiet hours, the 24-hour window, DLT, wallet balance — and what to do.
Updated 5 Oct 2026
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Before any message goes out, PropZolo checks consent, timing and the channel’s rules. When a check fails, the composer (or the step, or the broadcast) says why in plain words and offers the next step. After a message is sent, its status moves forward: queued → sent → delivered → read, or failed.
Blocked before sending
| Reason | What to do |
|---|---|
| No consent on record for promotions | Send a service message instead, or get the person’s consent |
| More than 7 days since the last enquiry (SMS) | Promotional SMS now need explicit consent; use WhatsApp or a service message |
| Opted out | The person replied STOP or unsubscribed — don’t message them on that channel |
| On the DND / NCPR register | Promotional SMS need registered consent; service messages still work |
| Quiet hours | It is sent when quiet hours end — choose schedule to queue it |
| 24-hour window closed (WhatsApp) | Pick an approved template |
| Frequency cap | The contact already got the maximum promotions today or this week |
| No phone / invalid number | Fix the contact’s number; DLT SMS reach +91 numbers only |
| Not enough wallet credit | Top up the wallet — see Wallets |
| Messaging paused | Messaging is paused for the company or the channel — ask an admin |
Failed after sending
- WhatsApp: the number isn’t on WhatsApp, the template was paused by Meta, or the person blocked your number. Check the template’s status in Settings → Communication → Templates.
- SMS: the text didn’t match an approved DLT template exactly, or the header is not registered for it. Re-import your DLT templates.
- Email: the address bounced. PropZolo stops sending to addresses that bounce or complain.
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Related articles
- Consent, DND, quiet hours and the TRAI 7-day windowThe rules PropZolo applies before any message goes out — consent, opt-outs, DND, the 7-day enquiry window, quiet hours and frequency caps.
- The WhatsApp 24-hour windowWhen you can type a free-form WhatsApp reply, when only templates can go out, and how the inbox shows it.
- Set up SMS with DLTRegister your entity, headers and templates on DLT, connect MSG91 and import your approved templates so every SMS matches one.
- Wallets — WhatsApp, SMS and AI creditsPrepaid wallets pay for messages and AI; see balances and the ledger, top up, set low-balance alerts and know your monthly AI allowance.
Still stuck?
PropZolo support answers in the app and by email. Something down for everyone? Check the status page.