Why are my Heyo credits being consumed even when I see “message sending failed”?
Why are my Heyo credits being consumed even when I see “message sending failed”?
⚡Quick answer -
It’s frustrating to see Heyo credits used for messages that don’t go through. This usually happens when our system attempts delivery—consuming credits— but the message fails due to external factors like network issues or carrier limitations. Credits for truly failed messages are automatically refunded once we receive a delivery-failure report from the carrier (typically within 24–48 hours).
1. Why messages might fail after an attempt
• Recipient Issues: Phone off, out of service, or invalid number.
• Carrier Blocking: Message content might be filtered or blocked.
• Per-day limit crossed: Meta has added an upper limit on the number of marketing messages any lead or customer account can receive in a day. If that limit is reached, then that particular account will not be able to receive any further marketing messages.
2. What happens next & what to do
Our system automatically refunds credits for truly failed messages once we receive a delivery failure report from the carrier.
This typically takes 24-48 hours. You can monitor message statuses and refunds in your Heyo Dashboard → Message History or Transaction Log.
If credits aren’t refunded after 48 hours, or for frequent failures, contact our support team via the Help & Support section in your Heyo Settings section or drop a mail at connect@heyophone.com.
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