# Messaging troubleshooting

**If you encounter issues when using Messaging API workflows, check the following common cases and their solutions.**

If you encounter issues while using Messaging API workflows, check the following common cases and their solutions.

### Conversation not found

**Issue:** Calling /messages/conversations with a `reservation` ID does not return a conversation.

**Possible causes and fixes:**

* The booking was not successfully created. Verify that the /orders/create response is successful and includes a `reservation` ID.
* The conversation may not yet be initialised. Wait a few seconds and retry.
* Ensure that both `accommodation` and `reservation` IDs are included in the request.


### 500 error on first call to /messages/latest

**Issue:** Calling /messages/latest and /messages/latest/confirm  returns a `500 Internal Server Error`, especially when using the endpoint for the first time.

**Possible causes and fixes:**

* The partner account may not yet be fully onboarded for Messaging API. In this case, contact your **Booking.com Account Manager** to complete the onboarding process.
* If onboarding is already complete, retry the request and check system status to rule out a temporary service disruption.


### No messages returned when polling

**Issue:** The /messages/latest endpoint returns an empty list.

**Possible causes and fixes:**

* No new messages available – This is expected behaviour.
* System processing delay – A short delay may occur between when a message is sent and when it becomes available through the endpoint.
* Polling interval – If requests are too frequent, they may be rate-limited. Review and adjust your polling frequency.


### Messages not marked as delivered

**Issue:** Messages remain in the queue even after confirmation.

**Possible causes and fixes:**

* Ensure you are sending the message UUID (from /messages/latest) to the [/messages/latest/confirm](/demand/docs/open-api/demand-api/messages/confirmmessagereceipt) , not the `conversation` or `reservation` ID.
* Confirm that the request body is in array format:


`{ "messages": ["<message-uuid>"] }`

### Reply not sent

**Issue:** Sending a message with /messages/send does not return a `message` ID.

**Possible causes and fixes:**

* Ensure you are passing all three required identifiers: `reservation`, `conversation`, and `accommodation`.
* The request body must include either content or at least one valid attachment.
* Double-check the attachment upload process (See the [Manage attachments guide](/demand/docs/messaging/manage-attachments)).
* Inspect the response body for validation errors (400), as these often indicate missing or misformatted fields.


### Not seeing auto-replies?

Check both guest-facing channels and your API polling setup:

**Guest side:**

* Verify you’re using the right hotel id (We recommend to use the test hotel ID 13921698 in sandbox before go live).
* Try different requests such as “extra bed” or “parking” to trigger predefined auto-replies.


**Partner side (API):**

* Confirm you are polling /messages/latest regularly — auto-replies will not be pushed to you.
* Make sure you are confirming messages with /messages/latest/confirm.
* Use /conversations if you need to retrieve the full history tied to a reservation.
* Ensure all Messaging API requests are authenticated with your Demand API v3.1 credentials.


### Rate limits

Maximum of 100 requests per minute.

## Next steps

Looking to improve or expand your Messaging API integration? Explore these resources:

* [Messaging API overview](/demand/docs/messaging/about-messaging)
* [Conversations and messages guide](/demand/docs/messaging/manage-messages)
* [Manage attachments](/demand/docs/messaging/manage-attachments)