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

# Messages aren't sending or arriving

> Work through the usual causes in order, from the 24-hour window to channel grants.

<Note>
  **Ask the help assistant first.** "Why aren't my messages going out?" — it reads your plan,
  unit usage, feature flags and SMS credits and tells you if one of those is the cause. That
  matters because plan limits fail silently: sending stops while incoming messages keep
  arriving, so nothing on this page will reveal it. See
  [Diagnosing a problem](/help/ai/assistant-actions#why-sending-stopped).
</Note>

Otherwise work down in order — these are roughly the frequencies we see.

## Nothing is arriving

<Steps>
  <Step title="Is the channel connected?">
    **Settings → Channels**. Anything other than Connected explains it on its own. For
    QR-based WhatsApp, reconnect by scanning again —
    [why it disconnects](/help/channels/whatsapp-personal#why-it-disconnects).
  </Step>

  <Step title="Does a role grant that channel?">
    A connected channel that no role covers delivers to nobody. **Roles → the role →
    Channels**. This is the most common cause of "it says connected but we see nothing".
  </Step>

  <Step title="Telegram only: the three gotchas">
    The customer must message the bot first; groups need Group Privacy off **and** the bot
    re-added; channels need the bot as admin. See
    [Connect Telegram](/help/channels/telegram#the-three-things-that-catch-everyone-out).
  </Step>

  <Step title="Is it in the group tab or filtered out?">
    Check the channel filter and the open/closed filter. If the channel has **Ignore group
    messages** on, group chats never arrive at all.
  </Step>
</Steps>

## I can't send a reply

<AccordionGroup>
  <Accordion title="WhatsApp: outside the 24-hour window">
    You may only message freely for 24 hours after the customer's last message. Past that
    you need an [approved template](/help/campaigns/template-approval). The composer will
    tell you and offer the template picker.
  </Accordion>

  <Accordion title="The channel disconnected mid-conversation">
    Check its status. A message sent while disconnected fails rather than queueing forever.
  </Accordion>

  <Accordion title="You do not have access to that channel">
    You can see a conversation but not reply when your role covers the inbox but not that
    channel.
  </Accordion>

  <Accordion title="Plan limits reached">
    **Billing** shows your usage. Hitting the monthly message or unit allowance stops
    sending.
  </Accordion>
</AccordionGroup>

## Broadcast messages failed

Individual failures are listed per recipient in the broadcast. Common causes and fixes are
in [Broadcasts](/help/campaigns/broadcasts#why-messages-fail). **Retry failed** re-sends
only the failures.

## Sending, but nobody replies to them

If email is landing in spam, the cause is almost always missing SPF/DKIM/DMARC records —
see [Email (SMTP)](/help/channels/email-smtp#landing-in-inboxes-rather-than-spam).

## Still stuck

[Contact support](/help/troubleshooting/contact-support) — and include the channel name,
roughly when it started, and one affected conversation. That turns a day of back-and-forth
into one reply.