Skip to main content
An Unsupported message appears when Meta sends bitChat a placeholder without the original content. This can happen with WhatsApp Cloud API and WhatsApp Business App connections, and the missing content cannot be recovered inside bitChat.

​
Why a message is unsupported

According to Meta’s unsupported-message reference, common causes include a WhatsApp feature that is not forwarded to third-party platforms, duplicate integration routing, or a first message from a Click-to-WhatsApp ad.
Polls, message edits, pinned-message events, group invitations, live-location updates, custom interactive buttons, catalog lists, and some specialty media can arrive as unsupported.Standard text, photos, videos, voice notes, documents, contacts, and locations are normally supported. They may still fail if Meta cannot process or deliver the content.
1

Check the message in the WhatsApp Business app

If you use a WhatsApp Business App connection, open the conversation on the phone or WhatsApp Web. You can read the original there and continue replying from bitChat.
2

Ask the customer to resend it

Ask the customer to send the content as plain text, a photo, video, document, or voice note.
For example: “We received your message, but its format could not be displayed. Please resend it as text or a photo so we can help.”
3

Handle an ad conversation

If the placeholder followed a Click-to-WhatsApp ad, ask the customer to send a short text reply. Later messages should deliver normally.
4

Check duplicate integrations

If unsupported messages continue, confirm the customer’s number is not routed through another active integration.

​
If the issue continues

Email help@bitbybit.studio with your Company ID, connection type, a timestamped screenshot, and the message type and device used by the customer.