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We're seeing intermittent webhook errors on incoming interactive button reply messages. Instead of the expected interactive.button_reply object (with the button id and title), the webhook payload contains an errors array:
{ "code": 131000, "title": "Something went wrong", "message": "Something went wrong", "error_data": { "details": "Unsupported webhook payload" } }
Pattern observed: this only happens when the end user taps the reply button from WhatsApp Web. The same user replying from the mobile app receives the payload correctly with the full interactive.button_reply content every time.
The webhook's "context" field correctly references our original outbound message, confirming these are genuine button-tap replies — the actual interactive content is just never delivered, only the error object.
This is a Cloud API integration (not using WhatsApp Flows or address messages). Has anyone else run into this specific WhatsApp Web vs mobile discrepancy with error 131000? Already opened 3 Direct Support tickets, all auto-closed by the AI agent with generic/irrelevant responses, so trying here for visibility from Meta engineers or other developers who've hit this.
Having the same issue for the past 2 days. This is driving me mad. So we've 3 interactive buttons. I noticed that clicking on any button first returns this error. But clicking on a second button works. Tried multiple browsers, same behaviour.
Please keep this post updated if you find any solution. I'll do the same.
Thanks!
Linking to another thread that I found, still unanswered though: https://developers.facebook.com/community/threads/2232837817463195/
We've also been experimenting the same behavior, this is the error response when an interactive reply is received from a Whatsapp web platform (Personal Information redacted): { "object": "whatsapp_business_account", "entry": [ { "id": "1847798979494352", "changes": [ { "value": { "messaging_product": "whatsapp", "metadata": { "display_phone_number": "REDACTED", "phone_number_id": "REDACTED" }, "contacts": [ { "profile": { "name": "REDACTED" }, "wa_id": "REDACTED", "user_id": "REDACTED" } ], "messages": [ { "context": { "from": "REDACTED", "id": "wamid.HBgLNTkxNzY5ODA5NzAVAgARGBI5QTIyQTNDRkY0RDI3Rjk4RjUA" }, "from": "REDACTED", "from_user_id": "REDACTED", "id": "wamid.HBgLNTkxNzY5ODA5NzAVAgASGBYzRUIwQzUwQjBBOUE2OThFNUYwODgzAA==", "timestamp": "1784898266", "errors": [ { "code": 131000, "title": "Something went wrong", "message": "Something went wrong", "error_data": { "details": "Unsupported webhook payload" } } ], "type": "interactive" } ] }, "field": "messages" } ] } ] }
As mentioned by others this can be consistently replicated using Whatsapp Web or 3d party Whatsapp Desktop clients.
As of 24/7/2026 we noticed this issue has been resolved. We're no longer experiencing this issue.
Same here!
We are experiencing what appears to be the same issue, specifically when users interact through WhatsApp Web or the WhatsApp Desktop app.
There are two related problems:
Interactive / Quick Reply buttons The user clicks a Quick Reply button. The selected reply is visible on the user’s side in WhatsApp. However, the reply is not received or processed correctly by our chatbot platform. The incoming webhook may fail or the message may not appear at all. As a result, the chatbot flow remains stuck and does not continue. The same button works normally when clicked from the WhatsApp mobile app. Images sent from WhatsApp Web/Desktop When the user uploads multiple images, the first image is sometimes received as: “Message type unknown” In one confirmed example, the webhook/message contained: type: unsupported error code 131051 Message type unknown Message type is currently not supported The following images may then arrive normally. This breaks chatbot flows that expect the incoming message type to be image.
We have reproduced these issues with multiple unrelated users. The behavior appears mainly when messages are sent through WhatsApp Web/Desktop, while the same interactions work normally through the mobile app.
This is causing serious production issues because valid user actions are either not delivered or are delivered as unsupported message types.
Could Meta please confirm whether these are known issues related to WhatsApp Web/Desktop webhook processing, and whether the Quick Reply issue and the unsupported image issue may have the same root cause?
We are having the same problems. For some users: intermittent, for others - consistently.
Example payload:
{ "type": "interactive", "interactive": { "type": "button", "body": { "text": "Pour vous orienter au mieux dans votre candidature chez Amazon, j'ai besoin de quelques informations. On continue, ou souhaitez-vous d'abord en savoir plus sur le poste ?" }, "action": { "buttons": [ { "type": "reply", "reply": { "id": "proceed", "title": "Continuer" } }, { "type": "reply", "reply": { "id": "more_info", "title": "En savoir plus" } } ]} } }
and it will work perfectly on the mobile and native desktop, and fail on the latest web client. i can't see anything wrong with the payload we are sending, so it looks like a bug on Meta's side.
Still having the same issue here.