Why are my WhatsApp messages with images not sending in Customer Journeys?

If your WhatsApp messages containing images are not being delivered correctly within a Customer Journey, the issue is usually how the image is hosted and linked.

WhatsApp's backend (Meta) has specific requirements for image URLs:

1. Direct and static link: the URL must point at the image file itself (e.g. ending in .jpg or .png) and must not change over time.
2. Public accessibility over HTTPS: the image must be reachable without any login, cookie, token or redirect.

Common problem: links from file-sharing services such as Google Drive, Dropbox or WeTransfer do not work, even when set to "Anyone with the link". Those services return a preview page or a redirect rather than the raw image file that Meta's system needs.

Recommended solution — use the Pushwoosh Media store

1. Go to Content > Media store in your Control Panel.
2. Upload your image. Supported formats are JPG, PNG, WebP and GIF; the size limit is 5 MB per file (10 MB for GIF).
3. Hover the image and use Copy image URL to get a stable direct link, then paste it into your WhatsApp template or the journey's WhatsApp step.

Media store URLs are static and publicly reachable, which is exactly what Meta requires. You can also create resized variants if you need a different aspect ratio.

Alternatives: host the image on your own web server or CDN, making sure the URL is a direct HTTPS link to the file.

Before testing again:

• Paste the URL into a fresh browser tab (or a private window) — it should display only the image, with no surrounding page.
• Confirm your WhatsApp message template is approved by Meta with a media header.
• Re-select the template in the journey's WhatsApp step after changing the media URL, then re-launch and test.