Message Failure: User ID Mismatch E2EE

What it means, why it happens, and how to fix it.

Introduction
What This Message Failure Means
What You Can Do
Why This Process is Important

Introduction

Purpose

This help document will help you better understand why your message may not have been delivered and what you can do about it. While message sending is typically seamless in GroupTrack CRM, platform changes or delays can occasionally cause issues that interrupt automations or manual sending.

Scope

This guide applies to all GroupTrack CRM users who send messages—whether manually or using the bulk messaging feature—on any supported platform (Facebook, Instagram, etc.).

What This Message Failure Means

GroupTrack tried to send your message, but in an end-to-end encrypted (E2EE) conversation, the user ID didn’t match what Facebook expected—so we stopped the message to avoid sending it to the wrong person.

This happens when:

The encrypted chat session has changed or expired
Facebook updated the person’s encrypted ID (it happens)
The message loaded for someone else entirely (rare, but possible)

Translation:

The message was ready to go, but Facebook changed the locks before we could deliver it.

What you can do:

✅ Open Messenger and manually send a message to that contact without using GroupTrack

✅ This should reestablish the encrypted connection between you and that person

✅ Then go back to GroupTrack and try sending the message again

Once Facebook recognizes you as a safe sender again, your messages should go through just fine. 🛠️

E2EE adds extra security—and sometimes extra friction—but we’re here to help you navigate it.

Why This Process is Important

Understanding what caused a message to fail ensures you can take appropriate steps to follow up with your leads and avoid losing potential sales opportunities. Even when tech gets a little glitchy, GroupTrack is designed to give you full visibility and easy solutions to keep your pipeline moving forward.