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Most campaign problems fall into a handful of causes, and the app usually names the cause somewhere: on the template, in the wizard, on the campaign page, or in Why some messages didn’t deliver. Find your symptom below.

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The template was rejected, paused or disabled

Under Mass Marketing → Templates each template shows a status: Draft, Pending review, Approved, Rejected, Paused, Disabled or Under review. Popcorn updates the status as soon as Meta reports a change. Only Approved templates can be chosen in a campaign or an automated campaign.
  • Rejected: Meta refused the template. A template that Meta has reviewed can no longer be edited (the page says This template is rejected and can’t be edited). Click Duplicate to create an editable copy, fix the content against the rules the builder checks, and click Submit for review.
  • Paused or Disabled: Meta stopped the template. Do the same: duplicate, revise, resubmit, then switch your campaigns to the new template.
  • Under review: Meta is re-checking the template. Wait for the status to change.
  • Meta may also reclassify a template’s category after approval; the template page shows Meta reclassified this template from … to …. That changes how it is priced and delivered, and a template that became Marketing is now subject to per-user marketing limits and to unreachable-contact suppression.
See Templates for what the builder checks before you submit.

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The campaign is not sending

Check the campaign’s status first: Draft campaigns have not been launched, Scheduled ones wait for their time, and Paused ones stop until you click Resume.
The Audience step shows Popcorn AI credits required with Messages, Credits Needed and Credits Available. If it says Insufficient credits to send this campaign. Please top up your account., the launch is blocked until you add credits under Billing; see Top-ups and renewal. If it says Could not verify available credits — showing an estimate, the number is an estimate and the exact charge is checked again when you click Send Campaign or Schedule Campaign.
If Restrict to working hours is on under Settings → General → Working Hours, a campaign launched outside Working Hours Start and Working Hours End is held as Queued until the next start time, using the Timezone under Settings → Profile (this is your workspace time zone). Turn the restriction off, adjust the hours, or wait. Automated campaigns are not affected by working hours.
A scheduled campaign must start at least 5 minutes in the future and no more than 30 days ahead. Pick another Send date and Send time.
Templates belong to one WhatsApp number. In the Template step choose the Sender phone number first; only that number’s approved templates appear. If the number was disconnected after launch, recipients fail with Campaign template or sender is no longer active for this organization; reconnect the number under Channels → WhatsApp and create a new campaign.
Large audiences are sent within your WhatsApp daily limit and can take several days; the Send step warned you about this at launch. Right after connecting a number, sending also waits until the limit has synced from Meta (Message Limit under Channels → WhatsApp → Account shows Syncing with Meta…). See WhatsApp daily limits.

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An automated campaign does not fire

  • The campaign must be Active. A Paused campaign receives no events; click Activate Campaign.
  • The store must still be connected under Integrations. If you reconnected the store, active campaigns re-register with it automatically; if events still do not arrive, pause and activate the campaign again.
  • The event must contain a valid phone number for the customer. Events without one (for example a checkout where the customer has not typed a phone yet) are skipped.
  • Your filters must all match. Check them under Webhook Filters on the campaign page.
  • The customer must be subscribed, unless Send to unsubscribed customers is on, and must not be marked Campaigns suppressed (Marketing templates only).
  • You need credits. Events that arrive while your balance is empty appear as Not sent — out of credits and are not retried.
  • A single campaign processes at most 100 events per minute; extra events in that minute are dropped.

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Low delivery or read rates

Open Why some messages didn’t deliver on the campaign page. The category tells you what to change: Low Read Rate with a healthy Delivery Rate is not a delivery problem: the messages arrived. Look at the template content and timing.

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Customers received the same message twice

  • Automated campaigns send once per event, and some events fire repeatedly for the same order or cart, such as Order Updated, Checkout Updated or Abandoned Cart Updated. Add a Webhook Filter on the field that identifies the change you care about (for example an order status), or trigger on a one-time event such as Order Created or Order Paid.
  • Two automated campaigns on overlapping events (Order Created and Order Paid, say) both send to the same customer. Check the list under Automated Campaigns.
  • Automatic retries never duplicate a message: a message WhatsApp already accepted is not sent again, and a recipient is retried only after WhatsApp rejected the earlier attempt.

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Messages show the wrong text or a broken link

  • In a campaign, every variable and button URL must be filled in the Personalize step; the wizard refuses to continue otherwise. Check the preview before sending.
  • In an automated campaign, a variable mapped to Custom Value shows the same text in every message. Map it to an event field instead. Open the campaign and check Variable Mappings under Template Preview.
  • A link button that opens a broken page usually comes from a nested link: a full checkout URL mapped into a button that already starts with your domain, or a bare {{1}} button mapped to a field that is only an ID. The Dynamic Content step warns about both; rebuild the mapping or edit the button’s destination in the template. A value with spaces around it also breaks the link.
  • Recovery links for carts and checkouts (Their cart or checkout in the template builder) require a connected Shopify or Zid store so Popcorn can verify the destination.
Every URL button in a template goes through a Popcorn tracking link, and Clicks counts recipients who opened one. A click is attributed to a recipient only when the link Popcorn generated for that recipient is opened. If clicks stay at zero:
  • Confirm the template has a URL button; quick-reply and copy-code buttons are not tracked.
  • Check the destination: a broken or blocked destination still records the click, but customers stop tapping links that do not work.
  • Clicks counts unique recipients, so repeated taps by the same customer do not increase it.
See Link buttons and tracking.