> ## Documentation Index
> Fetch the complete documentation index at: https://docs.dentolize.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Why aren't SMS or WhatsApp messages reaching patients?

> Find out why a message failed in the Communications log, fix the cause and resend it.

**Short answer:** open **Logs → Communications**, check whether the message was **Sent** and which error it shows, fix the cause, then click **Resend**.

**1. Check the log**

Go to **Logs → Communications** and find the message. Look at **Message Channels**, **Sent** and **SMS Length**, which shows the error code if it failed.

**2. Check the phone number**

The patient's number must be correct and include the country code.

**3. SMS: check your balance**

Go to **Settings → Clinic → Main**. If **Available Messages** is 0, all SMS stop, including reminders. See [SMS balance and sender name](https://docs.dentolize.com/en/faq/sms-balance-sender-name.md).

**4. WhatsApp: check the bot**

In **Settings → Integrations → WhatsApp Bot**, make sure the number is still connected. Messages to patients who haven't written to you in the last 24 hours need a Meta-approved template, **Allow Paid SMS Outside 24h Window** turned on, and a payment method in Meta.

**5. Resend**

A failed message is retried once automatically. After you fix the cause, click **Resend** in the log.

> [!TIP]
>
> For important reminders, tick both **SMS** and **WhatsApp Bot** in the template's **Message Channels**. Dentolize tries WhatsApp first and sends an SMS only if WhatsApp fails.

> [!NOTE]
>
> Meta can reclassify a WhatsApp template from utility to marketing, even after approval. Check your templates in your Meta account if WhatsApp messages suddenly stop.

**Full guide:** [SMS](https://docs.dentolize.com/en/integrations/sms.md) and [WhatsApp connection and pricing](https://docs.dentolize.com/en/whatsapp-bot/whatsapp-connection.md)

***

> [card] Still stuck?
>
> Send us a message in **System Chat** inside Dentolize with a screenshot, and tell us which step didn't work. Tip: next time, search this site first. Most answers take less than a minute.


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