> ## Documentation Index
> Fetch the complete documentation index at: https://docs.heyy.io/llms.txt
> Use this file to discover all available pages before exploring further.

# Message errors

> Why a message to a Messenger contact might be blocked.

## Can't send a normal message in an existing conversation

Messenger follows the same **24-hour reply window** as WhatsApp, reset every time the contact messages you.

1. Check the countdown in the chat header — something like *"18 hours to reply."*
2. If the window has closed, free-form messaging is blocked. Unlike WhatsApp, Heyy does not currently support an approved-template send on Messenger to force it back open — you're waiting on the contact to message again.
3. Once they do, the window reopens and normal messaging resumes.

See [Conversation window](/help/inbox/chat-fundamentals/conversation-window) for the full explanation of window policies across every channel.

<Tip>
  If re-engaging a Messenger contact after a long silence matters for your business, consider whether the same contact is reachable on a channel with a re-engagement option, like [WhatsApp templates](/help/messaging-channels/whatsapp/whatsapp-templates) — see [Other chats](/help/inbox/contact-card#other-chats) to check.
</Tip>

## Message shows as failed

* Confirm the [conversation window](/help/inbox/chat-fundamentals/conversation-window) hasn't closed — this is the most common cause.
* Confirm the connection itself is healthy — see [Common issues](/help/messaging-channels/facebook-messenger/common-issues).
* Check delivery status on the message itself — see [Message actions](/help/inbox/message-actions).