Managing WhatsApp Business Policy Violations and Appeals

To ensure quality on the WhatsApp Business Platform, Meta enforces messaging and commerce policies. If your WhatsApp Business account is found to violate these policies, you may receive a notification and face restrictions. From within your CRM, you can review the details of these violations and, if you believe the decision was incorrect, formally appeal the restriction.

Reviewing a Policy Violation

To see the specifics of a policy violation notice for your connected WhatsApp Business account, follow these steps:

1. Navigate to the Business Support Home within your CRM.
2. Click View my accounts located in the My accounts section.
3. Scroll to find the business portfolio linked to the restricted WhatsApp account. It may be marked with a status like Assets restricted.
4. Click on that business portfolio to open it.
5. Within the portfolio, find the WhatsApp accounts section and locate the specific restricted account, which may show a status such as Account issues or Account disabled.
6. Go to the Available for review tab inside the Activity issues section.
7. Click on the listed policy issue, then select See details to view the full report.

The details page provides comprehensive information, including a summary of the violated policy with a direct link to the policy text, any active restrictions on the account, consequences for future violations, guidance on avoiding similar issues, steps to resolve the current violation (if applicable), and instructions on how to file an appeal.

Filing an Appeal for Review

If you believe the policy violation was applied in error, you can submit an appeal directly for review. You must file any appeal within 90 days of receiving the violation notice.

1. First, follow the steps above to navigate to the Available for review tab in the Activity issues section.
2. Select the specific policy issue you wish to contest.
3. Click the Request review button.
4. Choose an Appeal reason from the provided options.
5. You have the option to provide additional details in a text field to help the review team better understand your case.
6. Click Submit to send your appeal.

Once submitted, the review process typically takes around 24 hours. You can check the status of your appeal in the In review tab. The review decision may result in the violation being reversed and any associated restrictions being lifted.