What the red reason under a bubble means, which failures are worth retrying, and what to do about each one.
Last updated: September 30, 2026
When a message cannot go out, a red reason and a Retry link appear under the bubble in the chat. The panel does not hide the reason, because some failures need waiting, some need a setting changed, and some need nothing at all. This guide opens up the reasons one by one.
You may be facing one of these three situations:
💡 Read the reason first. The panel does not print the same text for every failure; it tells you which gate stopped the message, and the right step depends on that.
What you see: "The 24-hour messaging window is closed", or a longer line under the chat saying exactly when the window closed.
Why: More than 24 hours have passed since the person's last message. Free-form text cannot be sent.
What to do:
This failure is permanent: retrying returns the same answer. The whole rule is in The 24-hour messaging window.
What you see: "The account's access is invalid; reconnect the channel", or "This account's connection has a problem; reconnect it under Settings › Connection to reply."
Why: The access Meta granted has become invalid (it expired, the account password changed, the permission was withdrawn). When the panel gets this error it marks the connection as faulty, and no message can be sent from that account.
What to do:
Until the connection is fixed, both sending and receiving stop.
What you see: "Meta's sending limit was reached; try again shortly", or "Could not reach Meta".
Why: The first is a short-lived rate limit on Meta's side; the second is a temporary network or server problem.
What to do:
These two are temporary, so retrying really can help.
When the channel objects to the message itself, the cause is either the file's format or the length of the text.
What you see: an unsupported file or file too large warning.
Why: The format is not on that channel's list, or the size limit was exceeded. Limits differ per channel and per type.
What to do:
This failure is permanent too: retrying with the same file will not work.
Why: Instagram measures the text limit in bytes rather than characters, and accented letters take 2 while emoji take 4. After placeholders are filled in, the text may have crossed the limit.
What to do: Shorten the text or split it in two. Cutting emoji frees up more room than you would expect. If you are using a saved reply, think about the filled-in version: a template that looks short can cross the limit with a long customer name.
This is a gate rather than a failure. It has three possible causes:
The line on screen says which one it is.
A failed message stays in the chat and is not removed on its own. Rather than leaving an unwanted attempt sitting there, read the reason and pick the right route; that is the fastest way to avoid the same failure twice.
If you have worked through every step and the problem persists, contact our Support team.
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