> For the complete documentation index, see [llms.txt](https://support.whapi.cloud/help-desk/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://support.whapi.cloud/help-desk/faq/why-didnt-i-get-the-meta-ads-message.md).

# Why didn't I get the Meta ads message?

#### Why this happens

Sometimes a message that arrives through a Click-to-WhatsApp ad — the very first message in a brand-new chat — takes longer than usual for WhatsApp to decrypt. By default, Whapi doesn't send a webhook (or show the message via the API) until decryption succeeds, so if it's delayed, it can look like the message never arrived at all.

#### How to fix it

If you want to be notified right away instead of waiting, enable the `send_undecrypted_ad` setting on your channel. With it on, you'll get an immediate webhook for that first ad message even before it's decrypted — with a placeholder text in place of the real content:

{% code title="" overflow="wrap" %}

```
Message could not be decrypted due to an issue receiving Facebook or Instagram ad messages via WhatsApp
```

{% endcode %}

The same placeholder also shows up if you fetch that message via the API while it's still undecrypted.

{% hint style="info" %}
This isn't the final answer — once WhatsApp finishes decrypting the message, you'll get a second webhook with the actual text. The placeholder just lets you react to the lead immediately (send a greeting, route it to sales, etc.) instead of waiting.
{% endhint %}

{% hint style="success" %}
You can turn this on in your channel's webhook settings — see [Channel Settings overview](https://support.whapi.cloud/help-desk/account-and-whapi-channels/channel-settings-overview) → `send_undecrypted_ad`.
{% endhint %}