Summary
Worried about your WhatsApp Business account getting banned or rejected? This guide explains the common reasons why that might happen and offers simple, effective tips to prevent it. Whether you’re just getting started or already using WhatsApp for customer engagement, following these best practices can help keep your account safe and active.
Instructions
Understanding WhatsApp Commerce Policy
WhatsApp has established a set of guidelines to ensure that buying and selling on the platform is safe and compliant with applicable laws. If you're planning to offer goods or services for sale on WhatsApp, it's essential to understand these policies.
What Constitutes a Transaction as per WhatsApp Commerce Policy
For the WhatsApp Commerce Policy, a transaction includes all messages and media related to your goods or services. This encompasses:
Descriptions of your products or services
Prices and fees
Taxes and any other required legal disclosures.
These elements are considered part of a transaction and must comply with the policies outlined below, as well as applicable terms, laws, and regulations.
Your Responsibilities as a Seller
As a seller on WhatsApp, you are solely responsible for:
Your transactions
Providing any sales terms
Privacy Terms
Other terms applicable to your interactions with users.
It's crucial to understand that WhatsApp is not involved in processing, paying for, or fulfilling any sales related to your transactions.
Tax Obligations
You are also responsible for:
Determining all applicable taxes, duties, fees, and additional charges for sales related to your transactions
Collecting these taxes and fees
Withholding and reporting them as required by law
Remitting them to the appropriate authorities
Prohibited Sales
WhatsApp prohibits the sale of certain goods and services. While the list below is not exhaustive, it includes examples of items that you cannot sell on the platform:
Remember, it's your responsibility to ensure that your transactions comply with all applicable laws and regulations, including those related to taxes and consumer protection.
Common reasons for account bans
Here are some of the most frequent issues that can lead to a ban or rejection:
1. No active business website
If your business doesn’t have a valid, live website, your account may be flagged or rejected during review.
2. Prohibited or illegal business activities
Businesses that offer services like gambling, alcohol sales, or prediction-based services may be restricted.→ See the full list in WhatsApp's Commerce Policy.
3. High spam or block reports
If customers frequently mark your messages as spam or block your number, your account is at risk of being banned.
4. Violation of WhatsApp’s policies
Any behavior that goes against WhatsApp’s Business Policies or Terms of Service can result in account restrictions or termination.→ Review the Terms of Service for details.
5. Identity verification issues on Facebook
Accounts may be restricted if there are problems verifying your identity on Facebook.→ Visit the Identity Verification portal to check your status or submit documents.
How to prevent your account from being banned or restricted
To stay compliant and keep your WhatsApp Business account in good standing, follow these best practices:
1. Provide accurate business information
Make sure the details you enter during registration are complete and truthful.
2. Upload official, unaltered documents
Use only valid documents for identity or business verification. Do not submit edited or incomplete files.
3. Follow WhatsApp’s policies
Familiarize yourself with the WhatsApp Business Policy and adhere to all guidelines for messaging and user interaction mentioned in the WhatsApp’s Business Policies and Terms of Service.
4. Avoid spammy behavior
Do not send unsolicited messages, especially to people who haven’t opted in. This reduces the risk of being reported or blocked.
5. Choose the right WhatsApp account type
Pick the account type that best suits your business:
Use the WhatsApp Business App for small businesses
Use the WhatsApp Business Platform (API) for medium to large businesses that need advanced messaging features
Additional tips to avoid account issues
Verify your personal identity on Facebook: Always complete identity verification using the official Facebook Identity Verification portal.
Accepted documents: Driving license or passport.
Not accepted: Aadhaar card.
Don’t have a business website?: During registration, select the option "My business does not have a website" to create a business portfolio instead.
Include an Unsubscribe option in all message templates: To reduce the chances of your messages being marked as spam, make sure to add an Unsubscribe button in all your templates.
If your account is rejected or restricted and you’re unsure why, the best next step is to carefully review WhatsApp’s policies. That can help you identify the problem and guide you toward getting your account reinstated.
Need more help? Reach out to Wati Support for assistance.
Common mistakes Wati users make that can lead to account bans — and how to avoid them
Not updating the business website in the Business Portfolio: If you have a website, make sure it’s added and kept up to date in your Business Portfolio.
Not creating a Business Portfolio when there’s no website: If you don’t have a website, you should still create a Business Portfolio and select the option "My business does not have a website" during setup.
Not using an existing verified Business Portfolio: If your client already has a verified Business Portfolio, always use that instead of creating a new one.
Using a Business Manager account with existing restrictions: If there are issues or restrictions on the Business Manager, it's best to either:
Contact Wati Support for help, or
Create a new Business Portfolio to proceed without complications.
Frequently Asked Questions (FAQs)
General questions
1. What is the WhatsApp Commerce Policy?
The WhatsApp Commerce Policy is a set of guidelines that govern the buying and selling of goods and services on WhatsApp. It ensures all transactions comply with applicable laws and platform rules.
2. What counts as a transaction on WhatsApp?
Any message or media related to the sale of goods or services is considered a transaction. This includes product descriptions, prices, fees, taxes, and legal disclosures.
3. Who is responsible for handling transactions on WhatsApp?
You, as the seller, are solely responsible for your transactions, including sales terms, privacy policies, and any other applicable conditions.
Policy and compliance
4. What happens if I violate WhatsApp’s policies?
Violating WhatsApp’s Business Policies or Terms of Service can result in your account being restricted or permanently banned.
5. Are there any goods or services I’m not allowed to sell on WhatsApp?
Yes, WhatsApp prohibits certain goods and services. This includes items like gambling services, alcohol, and prediction-based services. Refer to the full Commerce Policy for a complete list.
6. Is WhatsApp involved in handling payments or delivery?
No, WhatsApp does not process payments or fulfill transactions. That responsibility lies entirely with you as the seller.
Account restrictions and bans
7. Why might my WhatsApp Business account be banned or rejected?
Common reasons include:
Lack of an active business website
Offering prohibited services
High spam or block rates from customers
Violating WhatsApp’s policies
Issues with Facebook identity verification
8. What should I do if my account gets banned or rejected?
Review WhatsApp’s Business Policies and Terms of Service to identify possible issues. Then, correct any problems or reach out to Wati Support for help.
Verification and documentation
9. What documents are accepted for identity verification?
You can use a valid passport or driving license. Aadhaar cards are not accepted.
10. What if I don’t have a business website?
You can still complete your registration by selecting “My business does not have a website” and creating a Business Portfolio instead.
Best practices for compliance
11. How can I avoid having my account banned or restricted?
→ Follow these tips:
Provide complete and accurate business information
Upload unaltered official documents
Stick to WhatsApp’s messaging and usage guidelines
Avoid sending unsolicited messages
Choose the right account type (Business App vs. Business Platform)
12. Should I include an Unsubscribe option in my messages?
→ Yes, always include an Unsubscribe option in your message templates to minimize spam reports.
Tips for Wati users
13. What are common mistakes Wati users make that lead to account bans?
→ Some common mistakes include:
Not adding or updating your business website in the Business Portfolio
Not creating a Business Portfolio if there’s no website
Creating a new portfolio instead of using an existing verified one
Using a restricted Business Manager account
14. What should I do if my Business Manager account has restrictions?
→ You can either contact Wati Support for assistance or create a new Business Portfolio to continue without issues.
15. What should I do if I see a "Business Account Locked" error?
If you see a "Business Account Locked" error, check Meta’s Business Support Home. If your account is shown as restricted or disabled, you’ll need to raise a review request directly with Meta from the Business Support Home.