> ## Documentation Index
> Fetch the complete documentation index at: https://q.odontox.io/llms.txt
> Use this file to discover all available pages before exploring further.

# WhatsApp Messages Not Sending

> Why your WhatsApp message may not send, and how to fix it.

If a WhatsApp message does not send or shows a failed state, check the most common causes below.

## 1. The WhatsApp module is not installed

The WhatsApp module must be enabled for your clinic through the Marketplace.

**Check:** Go to **Marketplace** in the sidebar and look for the WhatsApp module.

**Fix:** Install or request the WhatsApp module from the Marketplace.

## 2. The template is not approved by Meta

All automated WhatsApp messages must use a template that Meta has approved. If a template is pending or rejected, messages using it will fail.

**Check:** Go to **WhatsApp → Templates**. Approved templates are marked clearly.

**Fix:** Submit the template for approval, or use an already-approved template.

## 3. You are outside the 24-hour conversation window

WhatsApp limits free-form replies to a 24-hour window after the patient's last message. Outside that window, you can send only approved templates.

**Check:** Look at the composer. If it says "waiting for patient reply", the window is closed.

**Fix:** Send an approved template instead of a free-form message. The window reopens when the patient replies.

[How the WhatsApp conversation window works →](/admin/whatsapp)

## 4. A template variable is empty

If a template has placeholders such as `{{patient_name}}` or `{{appointment_date}}`, every placeholder must be mapped before the message can send.

**Check:** Open the automation or message and look for unfilled variables.

**Fix:** Fill in every placeholder. The save button is disabled until all variables are mapped.

## 5. The patient's phone number is invalid

WhatsApp messages require a valid phone number with country code.

**Check:** Open the patient record and verify the phone number.

**Fix:** Update the phone number. OdontoX normalises phone numbers to `+92` followed by 10 digits.

## 6. The clinic is paused or on an expired trial

If your clinic's trial has expired or the subscription is paused, messaging features may be restricted.

**Check:** Look at the trial banner or go to **Settings → Subscription**.

**Fix:** Activate or renew your subscription.

## Still not working?

If none of these steps solve the problem, open a ticket from **Settings → Support** or email [hi@odontox.io](mailto:hi@odontox.io).