Summary
This article guides you through the process of monitoring your WhatsApp Business Account (WABA) status to ensure compliance with WhatsApp Commerce Policies. It explains where to check for restrictions or account suspensions within the Facebook Business Manager, how to understand the reasons behind potential violations - such as sending spam, website issues, or being in a prohibited business category and how to appeal decisions if you believe your account was wrongly flagged.
Instructions
Understanding WABA status
You can monitor your WABA status by navigating to the Business Support Home Page. This page allows you to:
Check if your WhatsApp account has been restricted or disabled due to a violation of the WhatsApp Commerce Policy.
Request a review from WhatsApp to lift the account suspension if you believe it was made in error.
Why WABAs get restricted or disabled or suspended?
WhatsApp Business Accounts may face restrictions, suspension, or permanent disabling if they repeatedly violate high-risk policy categories. These categories include:
Adult content
Sale of alcohol and tobacco
Drugs
Gambling
Unsafe supplements Repeated violations lead to progressively stricter messaging restrictions, such as:
A
1 or 3 dayblock on sending business-initiated messages and adding phone numbers to the account.A
5 or 7 dayblock on sending business-initiated messages and responding to customer-initiated messages, as well as adding phone numbers.Permanent disabling from the WhatsApp Business Platform if the business doesn't make changes after multiple warnings and feature limits.
Note: All violations can be appealed within 90 days of being received.
How to check your WABA status and request a review
Here’s how to navigate to the Business Support Home Page to check your status and potentially request a review:
Go to Meta Business Manager Settings:
Navigate to https://business.facebook.com/settings.
Access Business Support Home:
Click on the hamburger menu (three horizontal lines) on the left navigation bar.
Select the "Business Support Home" option in the side menu. The screenshot below shows where to request a review:
Understanding violations
When a business account violates a policy, you can find additional details by reviewing the violation in the Business Support Home section of Business Manager. To see violations:
Log in to Business Manager. (If you have transitioned to Meta Business Suite, follow the steps to switch to Business Manager).
Go to Business Support Home: Click More > Business Support Home > Facebook Business Accounts.
Select the WhatsApp Account: In the WhatsApp Accounts section, click the WhatsApp Business Account that shows “Account Issues” in its Status column.
View Details: For any individual issue, click See Details to view the policy that was violated and how to avoid future violations.
Violation updates include the following information:
A summary of the policy violated and a link to the policy itself.
Examples of allowed and disallowed content based on the policy.
Information about any active restrictions on the account and potential consequences if the violation happens again.
Instructions on how to avoid future policy violations and links to helpful resources.
Instructions on how to appeal the decision. Notifications about violations are also:
Displayed in the Business Manager Notifications Center and as a banner in WhatsApp Manager.
Sent as an email to all admins set in Business Manager.
Common reasons for WABA rejection
Here are a few common reasons why your WABA might be rejected or restricted:
Sending Spam or Unsolicited Messages: Avoid sending too many spam messages or messages to contacts who haven't opted-in. Always allow users to opt-out. [Check out this guide to enable Opt-out from WATI in just 5 minutes!]
Website Issues: Ensure your website is up and running. A website that is down or under construction can lead to rejection.
Prohibited Business Category: Your business falls into a category that’s not eligible to use the WhatsApp Business API. More details about disallowed businesses can be found on the WhatsApp Commerce Policy. By following these guidelines, you can better understand your WABA status and avoid potential violations.
Note: These reasons could also lead to your WABA or Number getting banned.
Frequently Asked Questions (FAQs)
Monitoring your WABA status
1. Where can I check the status of my WhatsApp Business Account?
You can check your WABA status from the Business Support Home page in Facebook Business Manager. This page shows whether your account is restricted, disabled, or has any active violations.
2. What can I do if my WABA is suspended or restricted?
You can request a review from WhatsApp through the Business Support Home page if you believe the decision was made in error.
3. How do I navigate to the Business Support Home page?
Go to Meta Business Manager Settings, open the hamburger menu on the left, and select Business Support Home from the side menu.
Understanding violations and restrictions
4. Why can a WABA get restricted, disabled, or suspended?
Your account may face restrictions if it repeatedly violates high-risk policy categories such as adult content, drugs, alcohol or tobacco sales, gambling, or unsafe supplements.
5. What kinds of restrictions can result from repeated violations?
Restrictions may include temporary blocks on sending business-initiated messages, responding to customer-initiated messages, or adding phone numbers. Continued violations may lead to permanent removal from the WhatsApp Business Platform.
6. Can all violations be appealed?
Yes. You can appeal violations within 90 days of receiving them.
7. Where can I see the details of a policy violation?
You can view detailed information by opening Business Support Home, selecting Facebook Business Accounts, and clicking your WhatsApp Business Account that shows an “Account Issues” status.
8. What information is included in a violation detail page?
It includes a summary of the violated policy, examples of allowed and disallowed content, current restrictions, potential consequences, steps to avoid future violations, and instructions for submitting an appeal.
9. How will I be notified about violations?
Notifications appear in the Business Manager Notification Center, as a banner in WhatsApp Manager, and as emails to all admins listed in Business Manager.
Common reasons for rejection or restrictions
10. Why might my WABA be rejected or restricted?
Common reasons include sending spam or unsolicited messages, having a non-functional website, or belonging to a prohibited business category under the WhatsApp Commerce Policy.
11. Can website issues affect my WABA status?
Yes. If your website is down or under construction, it may lead to rejection or account restrictions.
12. Can prohibited business categories use the WhatsApp Business API?
No. Businesses that fall under disallowed categories listed in the WhatsApp Commerce Policy are not eligible to use the WhatsApp Business API.