(being fetched) means the store is still copying the customer's photo, video, voice or file from WhatsApp or Facebook. It tries again by itself every minute, and as soon as the file is in, it shows in the chat, even if you have the chat open. You do not need to reload.
Where to find it
In a chat: Admin › CRM › Inbox › Inbox (সিআরএম › ইনবক্স). Instead of the photo you see a paperclip line such as Image (being fetched) or Audio (trying again: …).
How it works
The links Facebook and WhatsApp give for a customer's file expire, so the store keeps its own copy, kept private to your Inbox. For WhatsApp it first asks for the file's address with your number's token, then downloads it.
Sometimes that does not work the first time (Meta is busy, a short outage). Then:
| What the chat says | What it means |
|---|---|
| (being fetched) | The copy is not in yet. |
| (trying again: reason) | A try failed; the reason is shown. The store tries again. |
| (could not be fetched: reason) | After 6 tries the store gave up. |
The store's minute job tries again for files from the last 2 days. An open chat checks for them every few seconds and puts the photo or voice in place once it arrives.
Common problems
- "could not be fetched". Ask the customer to send the photo or voice again.
- The reason mentions the token or "WhatsApp:". The number's access token may have expired or lost a permission. The store owner connects the number again in Inbox settings with a new token.
- "bigger than 25 MB". The store keeps files of at most 25 MB. Ask the customer for a smaller file or a link.
- "the file server answered 404". The file is gone at Meta's side. Ask the customer to send it again.
- Nothing is fetched any more. The minute job runs only for stores on a running Premium or Custom package. Check your package.
Example: a customer of Rangdhanu Fashion sends a photo of a dress during a busy evening. The seller first sees Image (being fetched); a minute later the photo appears in the chat.