Issue: 
Due to incident 10001540 (https://status.salesforce.com/generalmessages/10001540), we did not receive Mobile Originated messages for Enhanced WhatsApp channels during the incident. Now that the impact has cleared, our partner is redelivering those previously missed messages, which may result in error responses. These messages are more than 24 hours old, despite appearing as new, which can trigger delivery errors. It may take up to 7 days for the message queue to fully clear and for customers to stop receiving these errors.

Impact:
Some users may see the following error message:
"Message failed to send because more than 24 hours have passed since the customer last replied to this number."

We will provide an update once we confirm the message queue has been fully cleared. We apologize for the continued inconvenience.

Performance Degradation Impacting WhatsApp Messages

Salesforce takes its sanctions and export control obligations seriously, and we require our customers and partners to do the same. Under current United States and European Union sanctions, the provision of enterprise management software to individuals or entities in Russia is prohibited. 

Until further notice, we expect our customers and partners will not provide access to Salesforce products and services to their users or affiliates in Russia without appropriate legal authorization. Salesforce may implement technical access controls to support compliance with applicable laws, including as per compliance with OFAC’s Determination Pursuant to Section 1(a)(ii) of Executive Order 14071 and European Union Council Regulation 2023/2878. 

If your organization requires access to Salesforce products or services in Russia, please contact your Salesforce account team to discuss our exceptions process.

Notice: U.S. and EU Regulations on Software Provision to Russia

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