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Create HSM Template Message Error.md #189

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25 changes: 25 additions & 0 deletions docs/3. Product Features/10. Others/HSM Template Message Error.md
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> ### **5 minute read                                                                                                                         `Beginner`**

## Troubleshooting HSM Message Errors

1)**Template Message is Disabled or not in active session window**:

If any of the end users encounters the below error while sending HSM messages, it could be due any of the two reasons.

a) Template message is not enabled on Gupshup, To know more on how to enable it from Gupshup read [here](https://glific.github.io/docs/docs/Onboarding/Setup%20an%20organisation%20on%20GupShup/)

<img width="1363" alt="image" src="https://github.com/user-attachments/assets/ee889bfc-adbe-4296-93d5-126224e19625"/>

b) It could also be because of the end-user not opting in (i.e their Constant Status >> Optin not updated)

<img width="1393" alt="image" src="https://github.com/user-attachments/assets/f7560b2e-656d-485e-9855-4ddf3070af28" />

2)**User is not valid. Recepient is not a valid WhatsApp User**:

<img width="495" alt="image" src="https://github.com/user-attachments/assets/566e9e97-d141-4011-b7a2-897b4bea81b5"/>

When this error message appears, check if the WhatsApp app is installed and in use on the end user's phone. [Read More](https://glific.github.io/docs/docs/Product%20Features/Flows/Others/Configure%20Optin%20&%20Optout%20preferences%20in%20Glific/)

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/)
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