WhatsApp Logs & Charges
WhatsApp messages cost credits and they do not always arrive. This article covers checking what happened to a message and understanding what you are charged.
WhatsApp Logs
Go to Analytics → Notification Logs and open the WhatsApp Logs card, described in the product as "Track all WhatsApp messages sent from your system, along with key delivery and performance metrics."
Each row shows:
| Column | What it shows |
|---|---|
| Recipient Number | The number the message went to, including the country code |
| Timestamp | When it was sent |
| Type | Which notification it was |
| Status | Where the message got to |
Status values
| Status | Meaning |
|---|---|
| Sent | Accepted by WhatsApp but not yet confirmed delivered |
| Delivered | It reached the learner's device |
| Read | The learner opened it |
| Failed | It could not be delivered. Hover the icon for the provider's reason |
| Unknown | No status came back |
Failed rows are the useful ones. Hover the information icon to see exactly what the provider said, which is usually either an invalid number or a template problem.
Finding a specific message
- Search by recipient number.
- Filter by date, which defaults to the last 30 days, and by status.
- Export the list, which is queued and lands in your Scheduled Tasks when ready.
A custom date range can span at most 75 days.
What WhatsApp costs
WhatsApp messages draw on your Notification Credits, the same wallet used by email, SMS, and push. There is no separate WhatsApp balance.
Check it under Settings → Utility Wallet, where the transaction list shows a WhatsApp icon on every WhatsApp charge, along with the credit or debit and your running balance.
[!Important] Unlike some email and SMS traffic, every WhatsApp message is charged, transactional and promotional alike. The usage table in the wallet says "Requires utility wallet recharge" against every WhatsApp row. You are charged per recipient, so a campaign to 2,000 learners is 2,000 charges.
The product states a platform fee of ₹0.05 per notification (about $0.0007 for accounts billed outside India) on top of your provider's own per-message rate, for WhatsApp and for promotional messages on other channels sent through an external integration.
Running out of credits
A campaign with insufficient balance does not queue and retry. It fails, and the campaign list shows Failed with the tooltip "Failed due to low balance". System notifications are skipped silently.
Recharge from Settings → Utility Wallet using Recharge Wallet, entering an amount and continuing to payment. Edmingle emails you as your balance falls toward zero, so keep an eye on those warnings before a big campaign.
Work out roughly what a campaign will cost before scheduling it: your audience size multiplied by the per-message rate. A segment of 10,000 is a real amount of money, and running out partway through means an incomplete send rather than a paused one.
Troubleshooting
| Symptom | Where to look |
|---|---|
| No WhatsApp messages at all | Is the global WhatsApp switch on under Manage Notifications? Adding a promotional account can turn it off |
| One notification type never sends | Is the WhatsApp checkbox ticked on that row in System Notifications, and is its template approved? |
| Everything shows Failed | Check the failure reason in the logs. A rejected or unapproved template fails for everybody |
| One learner never receives anything | Check the country code on their profile. A number with no country selected cannot be delivered |
| Campaign shows Failed due to low balance | Recharge the wallet and run it again |
| Learner says they unsubscribed but still gets messages | Opt-out covers promotional messages only. Transactional notifications continue |
| Template stuck on Pending | Meta is still reviewing. If it sits for a long time, raise a ticket |
| Status shows Not Available | The template never reached the provider. Create and submit it again |