Troubleshoot template message rejection

Helpdesk Updated by Helpdesk

Steps to troubleshoot template message rejection:

In this article, we will be guiding you on how to check the template message rejection reason in your business manager. This will help you to rectify your templates when you resubmit them.

Step 1: Go to your "Business Support Home" in your meta business account. Navigate to the WhatsApp account that you used.

Step 2: Click on "Rejected template messages"

Step 3: You will now be able to see a list of all rejected template messages with their "Policy issue" as shown below:

The table below shows the possible actions that will help resolve your template rejection the next time you submit it.

Policy Issue

Action required

Duplicate template

Make sure that the template you submitted is not a duplicate of an already approved template. However, if you did add/edit some new elements to your template, you can request a review. Read below to learn how to request a review.

Category mismatch

Please check Template Category Guidelines for more details. If you think that you have selected the correct category, you can still request a review or you can resubmit the template under the suggested category.

Shortened URL

Refrain from using a URL shortener for your links.

Incorrect test template

The correct test template format is template name=test; content= Hello {{VariableName}}

Media template without sample

You need to either change this format or add a sample. For documents the only accepted format is .pdf

Floating params

Make sure you provide a sample for each parameter used.

Misleading

This can be related to:

  1. Multi-level marketingPenny auctions
  2. ICOs and binary options
  3. Payday loans, pay cheque advances, P2P lending, debt collection and bail bonds
  4. Diet, weight loss or other health-related products that imply or attempt to generate negative self-perception

Gambling, Alcohol, Real, virtual or fake currency

Make sure your template follows WhatsApp Commerce Policy and does not promote, trade, or offer any prohibited items.

How to appeal for a review of a rejected template?

It is very simple to appeal for a review. Please follow the below steps to do so.

Please note the right to approve or reject your template solely lies with Meta

Step 1: Please select the template message you want to ask for a re-review and then click on "Request review"

Step 2: Now please select "Appeal reason" and then click on "submit."

If the template was approved by WhatsApp after the review, please contact us at support@wati.io to update the same on your account.

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