A message usually fails to send for one of five reasons: the customer's 24-hour window closed and it wasn't a template, your number's quality rating dropped to RED and broadcasts froze, your plan's monthly allowance is used up, Meta has suspended or limited your own WhatsApp Business account, or WhatsApp itself rejected it. Your Stravax Engage wallet balance is not on that list, and the section below explains why. Check the conversation or campaign to see which one applies.
Free-form text only sends while a customer's 24-hour window is open. Once it closes you need an approved template to restart the conversation, and a marketing template additionally needs the recipient's marketing opt-in. See The 24-hour messaging window explained for the full rules, and Message templates for how templates get synced and approved.
If Meta drops your number's quality rating to RED, Stravax Engage automatically pauses any broadcast campaign running on that number and skips scheduled abandoned-cart recovery messages from it, recording each skip as "frozen" rather than charging you for it. This doesn't stop you replying inside an open conversation, it specifically stops broadcast and recovery sends. See What happens when your quality rating drops.
That is not the cause. Your WhatsApp messages do not draw from the prepaid wallet: Meta bills your own WhatsApp Business account directly at Meta's prices and Stravax Engage adds 0% markup, so sending keeps working at a zero balance. The wallet funds AI usage beyond your plan's included allowance, which is what stops when it runs out. If Meta has suspended or limited your own WhatsApp Business account for non-payment, that block is on Meta's side and is settled in your Meta billing, not here.
Broadcast messages count against your plan's monthly broadcast allowance, up to a hard monthly ceiling checked when you submit a campaign: reaching it pauses further broadcast sending until your next billing cycle, or until you upgrade to a plan with a higher ceiling. Ordinary 1:1 replies from the inbox are not capped by a monthly count. Current plans and the upgrade path are on the pricing page.
Sometimes a message is rejected on WhatsApp's side, for example an unapproved template, rather than by anything in Stravax Engage. A rejected send is marked failed rather than left stuck, so open the conversation or the broadcast's own counts to see it. See Broadcast failures and retries for how retries and refunds are handled automatically.
| Cause | Where to look | What to do |
|---|---|---|
| 24-hour window closed | Conversation shows free text is unavailable | Send an approved template |
| Quality rating RED | Number shows a frozen flag; paused campaigns need a manual resume | Wait for Meta to clear the rating, then resume paused campaigns yourself |
| Wallet balance empty | Not a sending cause: WhatsApp sends do not draw from the wallet | Nothing; top up only to keep AI beyond your allowance running |
| Monthly allowance reached | Campaign or broadcast paused until the next cycle | Wait for the next cycle or upgrade your plan |
| WhatsApp-side rejection | Message or recipient shows failed | Check the broadcast's counts; retries and refunds happen automatically where they apply |