Troubleshooting

Session Disconnections

Symptom: Messages fail with "Session not connected" error.

Solutions:

Check session status in dashboard
- Navigate to your session page
- Verify connection indicator is green
Reconnect the session
- Go to session settings
- Click "Reconnect"
- Scan QR code with WhatsApp
Check phone connectivity
- Ensure your phone has internet access
- WhatsApp mobile app must remain active

Messages Not Delivering

Symptom: API returns success but message never arrives.

Checklist:

Recipient phone number is correct and includes country code
Recipient has WhatsApp installed
Recipient hasn't blocked your number
Your session is connected and healthy
You're not rate limited

Debug with webhook events:

// Listen for delivery status
app.post('/webhook', (req, res) => {
  const { event, messageId, status } = req.body
  
  if (event === 'message.failed') {
    console.log(`Message ${messageId} failed:`, status)
    // Handle failure - retry or notify
  }
  
  res.sendStatus(200)
})

API Key Issues

Symptom: 401 Unauthorized errors.

Solutions:

Verify API key is active in dashboard
Ensure correct header format: x-api-key: YOUR_KEY
Check API key is scoped to the correct session

Webhook Not Receiving Events

Checklist:

Webhook URL is publicly accessible
SSL certificate is valid
Endpoint responds with 2xx status
Webhook is subscribed to correct events

Test your webhook:

curl -X POST https://your-app.com/webhook \
  -H "Content-Type: application/json" \
  -d '{"event":"test","timestamp":"2026-03-02T10:00:00Z"}'

Debug Mode

Enable debug logging to see detailed request/response information:

const client = new SendableClient({
  apiKey: process.env.SENDABLE_API_KEY,
  debug: true // Enables detailed logging
})

Getting Help

If you're still stuck:

Check Status Page for outages
Review API logs in your dashboard
Contact support with:
- Session ID
- Message ID (if applicable)
- Timestamp of issue
- Error code/message