A message or payment link was not delivered

When a text, WhatsApp message or payment link does not arrive, start with the Messages page, which lists every text and WhatsApp message your account has sent, with its status. Then work through the causes below.

Messaging is switched off

Open Settings → Messaging. If the status card shows Start sending messages, sending is off. Select it to switch sending on.

Your number cannot send texts

Most UK local (01 and 02) numbers can take calls but cannot send texts. To send payment links by text, you need a number that can, which usually means a mobile number. See Get a phone number.

The customer has opted out

If a customer sent just STOP (or UNSUBSCRIBE, CANCEL, END or QUIT), they have opted out of marketing messages on that channel. Messages about an order they have just placed, such as a payment link, are still sent. They can opt back in by sending START.

WhatsApp's rules

On WhatsApp, Hapro replies to customers who have messaged you. It does not send template messages yet, so it cannot start a WhatsApp conversation with a customer who has not messaged you recently. See How WhatsApp and text conversations work.

Your message allowance is used up

When a message allowance is used up, new replies on that channel stop until your next billing date. Payment links and other messages that complete an order are still sent. Check Usage, and see Understand your usage and allowances.

The payment link expired

A payment page stays open for 30 minutes. The customer can ask the assistant to send the link again. See How payment links work.