The first message to a new customer is not sent
Last updated: 26 September 2026 · 4 min read
WhatsApp can stop a QR number from writing first to a customer it does not know. This is not a Clomni error: WhatsApp puts the restriction on the number itself. In some cases the restriction applies only to linked devices, and writing from the phone itself still works.
Steps
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1
Check the message's error
A message that was not sent shows “Failed to send” and a warning icon below it. Hover over the icon. If it says “WhatsApp has restricted this number from starting new chats until ...”, this is the reason. The date the restriction ends is shown there too.
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2
Do not send it again
Do not try to write to new customers until the restriction ends. Every new attempt makes the restriction longer.
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3
Let the customer write first
When a customer writes to you first, replies in that chat work. Ask the customer in another way (a call, Instagram, email) to write to your number.
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4
If it keeps happening
The QR channel is not suited to sending many first messages to new customers. For that you need the “WhatsApp Business” (Cloud API) channel and approved templates.