Azure Communication Services
An Azure communication platform for deploying applications across devices and platforms.
WhatsApp business account messages not being delivered anymore via Azure Communications Services
Yves Blancquaert
20
Reputation points
Hi,
In november I've setup ACS with WhatsApp Business.
I've got everything working but now my messages are not being delivered anymore.
I still can send messages via the "Try Advanced Messaging" in the Azure portal.
Both in Azure and Meta Business Suite everything is fine.
My channel is active.
What could be wrong?
Best regards
Yves
Azure Communication Services
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![](data:image/svg+xml, %3Csvg xmlns='http://www.w3.org/2000/svg' height='64' class='font-weight-bold' style='font: 600 30.11764705882353px "SegoeUI", Arial' width='64'%3E%3Ccircle fill='hsl(128, 8%, 22%)' cx='32' cy='32' r='32' /%3E%3Ctext x='50%25' y='55%25' dominant-baseline='middle' text-anchor='middle' fill='%23FFF' %3EA%3C/text%3E%3C/svg%3E)
Anonymous2026-01-07T14:03:38.68+00:00 Hi @Yves Blancquaert
Thank you for posting on Q&A !
If messages were previously delivered successfully and are now failing, while “Try Advanced Messaging” in the Azure portal still works, this usually indicates that the ACS WhatsApp channel itself is healthy, but something in the application flow or message lifecycle needs attention.
A good first step is to configure Event Grid message events for Azure Communication Services. This allows you to track the full delivery lifecycle (for example: sent, delivered, read, or failed). Reviewing these events can help identify whether messages are being rejected, blocked, or not reaching WhatsApp at all.
Common things to check include:
- Whether message templates are still approved and unchanged in Meta Business Manager.
- If you are sending template messages outside the 24-hour customer care window.
- Any recent changes to ACS connection strings, credentials, or webhook configuration.
- Message formatting issues (invalid template name, language code mismatch, or parameter errors).
Since Azure and Meta both show the channel as active, Event Grid diagnostics are usually the fastest way to pinpoint where delivery is breaking down.
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Yves Blancquaert 20 Reputation points
2026-01-07T14:18:31.3466667+00:00 I've already configured the Event Grid and there I cannot see any errors. No publish failed events, no delivery failed events. All messages where delivered it says.
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Yves Blancquaert 20 Reputation points
2026-01-07T14:39:36.7466667+00:00 While in Azure it says delivered, when I look into my insights of my WABA in Meta Business Suite, no messages were delivered.
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Anonymous
2026-01-07T17:40:36.5833333+00:00 Hi @Yves Blancquaert
When Azure Communication Services shows messages as delivered but Meta Business Suite shows no delivered messages, it typically means ACS successfully passed the message to WhatsApp, but WhatsApp did not complete final delivery to the end user.
This discrepancy is usually related to WhatsApp-side enforcement or validation, such as:
- Template rejection, pause, or silent enforcement
- Messaging outside the 24-hour window
- Recipient number not opted in, blocked, or restricted
- Quality rating or account-level messaging limits
Since ACS has no visibility beyond handoff to WhatsApp, the next step is to review WABA quality status, template state, and any policy notifications in Meta Business Manager to identify why WhatsApp is not delivering the messages.
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Yves Blancquaert 20 Reputation points
2026-01-07T17:51:31.2033333+00:00 Hi @Anonymous
Template has been approved.
I'm not starting a conversation, just trying to send a template.
Recipient number is my personal number and not blocked.
I have a limit of 2000 so that is also not the problem.
Where can I check if the number has opted in?
Regards
Yves
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Yves Blancquaert 20 Reputation points
2026-01-08T08:31:57.8133333+00:00 This is the answer I got from META on my support ticket:
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Shree Hima Bindu Maganti 7,590 Reputation points Microsoft External Staff Moderator2026-01-13T17:12:20.34+00:00 Hi @Yves Blancquaert
WhatsApp messages are delivered successfully when using “Try Advanced Messaging” in the Azure portal, which shows that the Azure Communication Services resource, WhatsApp channel configuration, and integration with the WhatsApp Business Platform are correctly set up and working. In similar Microsoft Q&A cases, this is expected if message delivery is limited by WhatsApp (Meta) policy enforcement instead of Azure. This often happens due to sending messages outside the 24-hour customer service window, using template messages that are paused, rejected, or have a language mismatch, or having a low WhatsApp quality rating on the Business Account. Also, if users haven't opted in, have blocked the business number, or reported messages as spam, WhatsApp may drop messages without showing delivery errors in Azure Communication Services, while portal test messages still work because they use a validated path include checking template approval in WhatsApp Manager, sending messages within the 24-hour window or using approved templates, confirming recipient opt-in, and reviewing WhatsApp quality metrics in Meta Business Manager, with no issues found in Azure services.
https://developers.facebook.com/documentation/business-messaging/whatsapp/messages/send-messages
https://developers.facebook.com/docs/whatsapp/on-premises/sunset
https://learn.microsoft.com/en-us/azure/communication-services/quickstarts/advanced-messaging/whatsapp/connect-whatsapp-business-account
https://developers.facebook.com/documentation/business-messaging/whatsapp/templates/overview
Let me know if you have any further assistances needed. -
Yves Blancquaert 20 Reputation points
2026-01-14T06:13:38.6666667+00:00 Hi,
On the META side everything is configured just fine as you can see in the screenshots. I've used my own phone number to test and it's absolutely not blocked.
Best regards
Yves
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Shree Hima Bindu Maganti 7,590 Reputation points Microsoft External Staff Moderator
2026-01-28T12:14:38.83+00:00 Hi @Yves Blancquaert
Apology for your inconveniences.
Although your WhatsApp Business Manager screenshots show connected phone number, approved templates, and high quality, messages sent from your app are not delivered because WhatsApp enforces conversation policies such as the 24-hour customer reply window and strict template usage rules. The Azure portal “Try Advanced Messaging” bypasses some policy checks, which is why those messages are delivered, while API calls from your app are dropped by WhatsApp without error. It confirmed that ensuring approved template names/languages, sending only allowed message types outside the 24-hour window, and confirming user opt-in resolves the issue.
Let me know if you have any further assistances needed
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