Troubleshoot Biz Message issues

Available in Classic and VPC

You might run into the following problems when using Simple & Easy Notification Service. Find out causes and possible solutions.

KakaoTalk Channel registration errors

KakaoTalk Channel is not registered on the console.
I received the message "The channel and template features you requested cannot be processed. Check the status and try again."
I received the message "Check the KakaoTalk Channel status."

Cause

This error may occur if the KakaoTalk Channel settings are incorrect.
This error may occur if the new search ID is the same as the existing search ID.
This error may occur if the internal relay company of Simple & Easy Notification Service is the same as the previous vendor.

Solution

If KakaoTalk Channel settings are incorrect
Check the following in the KakaoTalk Channel admin center:

• Verify the search ID for the channel is correct.
• Ensure the channel status is set to public.
• Confirm the channel is registered as a business channel.
• Check if the channel's customer center information has been entered.
  • For more information, see Enter customer center information.
• Check if the channel is registered and in use by another account.

If the search ID is identical
Check if the channel has the search ID previously registered in Simple & Easy Notification Service. Change the search ID to prevent duplication.

If the internal relay company is the same as the previous vendor
Provide the previous vendor name and channel name to Customer Support. You can manually register a project after checking whether dual registration is possible through the relay company. Manual registration may take 3-4 business days.
However, channel registration may not be possible or channel transfer may be required depending on the circumstances. In addition, template codes used by the previous vendor may not be reusable, and templates cannot be transferred.

Enter Customer Center information

When creating a channel, I received the message "Entry of customer center information is required for the outgoing profile channel to be registered."
I received the message "The requested channel operation cannot be performed."
Cannot locate the field for entering customer center information.

Cause

According to the KISA guidelines, entering customer center information is mandatory for registering new outgoing profiles (channels) as of June 22, 2023. Customer center information must be entered before creating or registering a channel.

Solution

To enter customer center information:

1. Access the KakaoTalk Channel admin center.
2. Click Profile > Channel home settings.
3. Enter customer center information in the Enter customer center field under Basic information item.

Channel registration unavailable

Channel cannot be registered.
I received the message that registration is not possible due to a history of channel deletion.

Cause

KakaoTalk channels that were previously registered and then deleted cannot be restored. In addition, the channel cannot be re-registered to Simple & Easy Notification Service, even using another account.

Solution

This is normal system operation; deleted KakaoTalk Channels cannot be restored, and re-registering the same channel is not supported. Therefore, the same channel cannot be re-registered in its current state. For more information, see Delete KakaoTalk Channel.

Channel deletion delay

Channel deletion is delayed.

Cause

Channels are not deleted immediately as inspection is required for deletion.

Solution

Channel deletion may take up to 1 month due to the settlement process of the relay company. Wait until the deletion is complete. Deletion cannot be canceled once requested.

• Delete KakaoTalk Channel
• Transfer KakaoTalk Channel (same account)

AlimTalk reception failure

AlimTalk delivery request was successful, but the reception status is displayed as failed.
The API response shows the status as "COMPLETED," but the notification was not delivered.

Cause

Causes may vary based on the service environment:

• Issue with the recipient's notification settings
• Incorrect recipient information settings
• Issues with the template or inclusion of multibyte emojis in delivery content

Solution

Check the following items:

Check notification settings

• Check the recipient's KakaoTalk reception settings.
• Check whether the recipient has allowed AlimTalk reception.
• Check whether AlimTalk is blocked.

Check recipient information

• Verify that the recipient's phone number is entered in the correct international phone number format (e.g., +82-10-1234-5678).
• Check if the Plus Friend ID used for delivery is correct and properly registered.
• Check if the recipient's KakaoTalk-registered number matches the actual phone number and if the number is active.

Check templates and content

• Check if the template code used is correct and if the template is set properly.
• SMS (subject and content) is encoded in EUC-KR for delivery. Ensure that no unsupported emoji characters are included. When sending AlimTalk messages, the content can be changed via failoverConfig.content.

Change channel connected to templates

The wrong channel was selected for template approval.
I am operating multiple channels and want to change the channel connected to an approved template.

Cause

The channel connected to a template cannot be changed.

Solution

Register a new template and request approval again.

Redirection to project page when registering AlimTalk template

I am redirected to the project page when registering an AlimTalk template.

Cause

To use AlimTalk service, you must have a project that includes Biz Message service.

Solution

Create a project that includes Biz Message service.

Template approval delay

The AlimTalk template inspection request is still in progress.
Template approval is not being completed.

Cause

Template inspection and approval are conducted by Kakao. NAVER Cloud Platform does not process template approvals.

Solution

Since Kakao handles template inspection and approval, NAVER Cloud Platform cannot provide assistance regarding processing delays.

Error message: "Template button format is not valid"

I received the message "Template button format is not valid."
An error occurs even when applying the same settings as a previously registered template.

Cause

The template code and template name cannot be duplicated within the same KakaoTalk Channel.

Solution

Edit the template code and name to prevent duplicates, and then register them again.
For more information, see Register AlimTalk template.

Message previews unavailable

Message previews are unavailable upon receipt, even though the template is not registered as a security template.

Cause

Templates including the following information may be classified as security templates during inspection:

• OTP
• Authentication number
• Password (reset, temporary password, etc.)
• Credit information changes (credit rating changes)

Solution

If classified as a security template, message previews are unavailable. As described in the cause section, templates containing specific information are classified as security templates. Check the content of your template.

Errors when entering Korean in channel name

When the channel name is entered in Korean in API parameters, a 401 unauthorized error occurs.

Cause

This error is caused by a Korean character encoding issue.

Solution

Call the channel name using a library such as encodeURI.

String requestUrl = "/alimtalk/v2/services/{serviceid}/templates?channelId=@" + URLEncoder.encode("NAVERCloudPlatform", StandardCharsets.UTF_8);

AlimTalk editing and deletion unavailable

The button to edit or delete a registered AlimTalk message is disabled.

Cause

AlimTalk templates that have passed inspection and been used for delivery cannot be edited or deleted.

Solution

• If a template's inspection status is standby, processing, or rejected, you can cancel the request to return it to standby status for editing.
• For templates that passed inspection but were never used for delivery, you can cancel the approval to return them to standby status for editing.
• Templates already used for delivery after passing inspection cannot be edited or deleted. Register a new template if changes are required.

Error message (error code 3016): "Message content does not match the template"

I received error code 3016.
I received the message "Message content does not match the template."
The request succeeded, but the reception is displayed as failed.

Cause

This error occurs when the message content does not match the template.

Solution

Check if the request body and the template content used match the predefined settings. The button order must match the order in which they were registered.
For more information about AlimTalk error codes, see AlimTalk reception result codes.

Error message (error code 3018): "Message could not be delivered"

I received error code 3018.
I received the message "Message could not be delivered."

Cause

Error code 3018 occurs when there is an issue on the recipient's side.

• If the recipient is not a KakaoTalk user.
• If the KakaoTalk Channel is blocked.
• If the SIM number mismatches.

Solution

Error code 3018 is due to a problem on the recipient's side. As the sender, NAVER Cloud Platform is unable to identify the cause or take action. The recipient must check the cause through Kakao or their mobile carrier.