Messages Not Sending
If COD verifications, abandoned cart messages, or campaigns are not going out, work through these checks in order.
Quick checks
- Is Shopify connected? Look for a disconnected banner on the dashboard. → Shopify disconnected
- Have you hit your message limit? Free plan stops at 50 messages/month.
- Is pay-per-message approved in Shopify? Required on Starter/Pro with shared number.
- Are templates assigned to message flows? → Assign templates
By plan
Free plan (shared number)
Sending stops when you exceed 50 messages per month. Upgrade to Starter or wait for the next billing cycle. See 50 free messages.
Starter / Pro (shared number)
You must approve usage billing in Shopify for pay-per-message charges. If not approved, messages won’t send. → Pay-per-message not approved
Pro+ (BYO)
Level sends unlimited messages, but your Meta account must be in good standing and templates must be approved.
Template issues
- Template not approved by Meta → Template rejected
- No template assigned to the flow → Message flows
Campaign-specific
Marketing messages may be deferred when Meta frequency caps apply. → Campaign deferred
Still stuck?
Need help for message delivery?
- — live chat on this page
- Contact form — email the Level team
- Open Level app — in-app Help button for account-specific issues
- Troubleshooting guides
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