From 351579bd22b2883c11430b9b2c3fe144a51ce907 Mon Sep 17 00:00:00 2001 From: Sangeet Mishra <143380171+SangeetaMishr@users.noreply.github.com> Date: Fri, 30 Jan 2026 11:14:05 +0530 Subject: [PATCH] Revise HSM Template Message Error documentation Updated the HSM Template Message Error documentation to include new troubleshooting steps and key points regarding message delivery issues and frequency capping. --- .../10. Others/HSM Template Message Error.md | 25 ++++++++++++++++++- 1 file changed, 24 insertions(+), 1 deletion(-) diff --git a/docs/4. Product Features/10. Others/HSM Template Message Error.md b/docs/4. Product Features/10. Others/HSM Template Message Error.md index 1d8317101..99bc8d250 100644 --- a/docs/4. Product Features/10. Others/HSM Template Message Error.md +++ b/docs/4. Product Features/10. Others/HSM Template Message Error.md @@ -1,4 +1,12 @@ -> ### **5 minute read                                                                                                                         `Beginner`** +

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10 minutes readLevel: Beginner Last Updated: January 2026
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## Troubleshooting HSM Message Errors @@ -23,3 +31,18 @@ When this error message appears, check if the WhatsApp app is installed and in u 3)**Message Undeliverable**: Unable to deliver message to the end-user and there are various reason on this please read [here](https://developers.facebook.com/docs/whatsapp/cloud-api/support/error-codes/) + +4)**Message was not delivered to maintain healthy ecosystem engagement:** + +This error occurs when a message is not delivered to maintain healthy ecosystem engagement. Meta applies frequency capping, which limits the number of High-Quality Service Messages (HSMs) a user can receive on WhatsApp within a certain period. + +**Key points:** + +- The message is dynamically blocked by Meta if the user has reached the capped limit. + +- Simply resending the same template immediately may trigger the same error. Wait at least 24 hours before retrying. + +- For details on WhatsApp’s frequency capping rules, see [Gupshup Blog: All You Need to Know About WhatsApp Frequency Capping](https://www.gupshup.ai/resources/blog/all-you-need-to-know-about-whatsapp-business-api-frequency-capping/) and check the + [Per-User Marketing Template Message Limits](https://developers.facebook.com/documentation/business-messaging/whatsapp/support/error-codes) + +image