This article describes recommendations to avoid having a WhatsApp business account blocked, and provides instructions on what to do if you are blocked:
- How to avoid being blocked when registering a WhatsApp business account.
- How to avoid being blocked when using a WhatsApp business account.
- What to do if a WhatsApp Business account is blocked or limited.
Consider the specifics of cases that may occur with a WhatsApp business account:
| Case | Description |
| Warning | Issued by Meta when WhatsApp rules are broken when using a WhatsApp business account. |
| Limitation | Introduced by Meta for a month. During this period, sending messages from WhatsApp channels associated with a limited WhatsApp business account won’t be available from your personal edna Pulse account. |
| Blocking | Performed by Meta for an indefinite period of time. During this period, sending and receiving messages on WhatsApp channels associated with a blocked WhatsApp business account won’t be available from your personal edna Pulse account. In addition, a blocked business account cannot be used to connect new WhatsApp channels. |
How to Avoid Being Blocked When Registering a Business Account
Before you connect a WhatsApp channel in your personal edna Pulse account, make sure of the following:
- In the Settings → Business portfolio info section of Facebook Business Manager, you should enter all the information about your company: legal name, country, address, city, postal code, phone number, website (second-level domain).
- The company’s website contains the same data as in the Settings → Business portfolio info section of Facebook Business Manager.
- Two or more users are added to the business portfolio as administrators who actively use Facebook pages: write posts, add photos, and give likes. To add an administrator, go to the Settings → Security center section of Facebook Business Manager and click Add.
- Two-factor authentication is enabled for all business portfolio administrators in the Settings → Security center → Two-factor authentication section of Facebook Business Manager. Read more in the Meta documentation.
- The business portfolio administrators have been verified. Read more in the Meta documentation.
- The company’s website doesn’t mention any prohibited activities on WhatsApp. Read more in the Meta documentation.
See also additional recommendations for keeping the WhatsApp channel high quality.
How to Avoid Being Blocked When Using a Business Account
- Make sure you follow the recommendations in the instructions above.
- Make sure you follow the recommendations for keeping the WhatsApp channel high quality.
What to Do if My WhatsApp Business Account is Blocked or Limited
- Find out the reason for the block. It will be indicated in the email and in the Notifications section of your personal edna Pulse account. Common reasons:
- Spam. The WhatsApp channel has received many complaints from the recipients of the messages.
- Violation of WhatsApp rules. The company’s activities violate WhatsApp’s rules.
- Website unavailability. The website specified in the company’s business portfolio is no longer available.
- Incomplete information. The company’s website doesn’t contain the necessary official information about the company.
- Follow the instructions depending on the reason:
- Check the broadcasts that you have sent in the last 7 days:
- Check the target audience. All recipients should agree to receive messages from your company.
- Check the target audience. The information in the message should be relevant and useful to all recipients.
- Check the text and attachments in the template. The message text should be personalized and not contain negative information such as debt collection.
- Check the timing of the message. It should be sent at a reasonable business hour, taking into account the content of the message.
- Write a detailed appeal describing the reason for the blocking of your company’s business account. The recommended language for the appeal is English.
- Make sure that the appeal contains all the necessary information to prove that you didn’t send spam in the messages.
- Send the appeal to the technical support at support@edna.io.
Example of an appeal:
Recently our account has been restricted and we believe there has been a mistake. As a company we greatly value privacy of our customers. As such our WhatsApp activity fully complies with WhatsApp’s Business Terms of Service. We do not send unsolicited notifications and do not do bulk messaging. We send personalized template message to our customers in the following cases that fully in line with WhatsApp’s Terms:
<List broadcast scenarios: for example, order status, congratulations, special offers based on interests, etc.>
We responsibly collect opt-ins from our customers that also complies with WhatsApp’s Terms
<Describe the method used to obtain consent for the broadcast: on the website during registration, in a pop-up window on the website, etc.>
Please, unblock our account as we have never breached any rules. Thank you.
- Check that your business complies with WhatsApp rules.
- Make sure that the company’s website contains all the official information: legal entity, address, phone number, and that it matches the information in the company’s business portfolio.
- Make sure you haven’t broken WhatsApp’s rules when sending broadcasts in the last 7 days.
- Write a detailed appeal describing the reason for the blocking of your company’s business account. The recommended language for the appeal is English.
- Make sure that the appeal contains all the necessary information to prove that you didn’t break WhatsApp’s rules when sending broadcasts.
- Send the appeal to the technical support at support@edna.io.
If the appeal is unsuccessful, connect a new WhatsApp channel in your personal edna Pulse account using a different business portfolio and legal entity. Find out how to connect a WhatsApp channel.
Example of an appeal:
Recently or account has been blocked and we believe there has been a mistake.
We as a company greatly value privacy and time of our customers. Also our business and WhatsApp activities fully comply with all WhatsApp policies. We never send unsolicited notifications and never do bulk messaging. We have thoroughly analyzed our launch journey and message history – everything is totally within WhatsApp requirements.
Please, unblock our account as we never breached any rules. Thank you.
- Make sure that:
- The company’s website specified in the business portfolio is available.
- The company’s website contains all the official information: legal entity, address, phone number, and that it matches the information in the company’s business portfolio.
- There is no mention of prohibited activities on WhatsApp on the company’s website.
Read more in the Meta documentation.
- Write a detailed appeal describing the reason for the blocking of your company’s business account. The recommended language for the appeal is English.
- Make sure that the appeal contains all the necessary information to prove that the company’s website is available.
- Send the appeal to the technical support at support@edna.io.
Example of an appeal:
Recently our account has been restricted and we believe there has been a mistake. Our website is available and fully online. Please check again.
Please, unblock our account as we have never breached any rules. Thank you.
- Make sure that the company’s website contains all the official information: legal entity, address, phone number, and that it matches the information in the company’s business portfolio.
- Make sure that the company’s website doesn’t mention activities prohibited on WhatsApp.
Read more in the Meta documentation. - Write a detailed appeal describing the reason for the blocking of your company’s business account. The recommended language for the appeal is English.
- Make sure that the appeal contains all the necessary information to prove that the company’s website has all the necessary official information.
- Send the appeal to the technical support at support@edna.io.
Example of an appeal:
Recently our account has been restricted and we believe there has been a mistake. Our website contains company credentials and other business details:
<Add links to website pages with information about the company and company details>
Please, unblock our account as we have never breached any rules. Thank you.