If your WhatsApp business number is blocked, you can't send or receive messages with customers and prospects. Understanding why blocking occurs is essential for maintaining reliable communication channels and protecting your business reputation.
Limitations of a blocked account
When a WhatsApp account is blocked, you cannot:
- Send message templates
- Connect more numbers to the WhatsApp account
- Create new WhatsApp accounts in the business portfolio
Identify the reason for the block
To understand why your account was blocked, follow these steps:
- Go to Meta’s business support page. This page shows the quality of all assets within your business portfolio.
- Ensure you're reviewing the information from the correct business portfolio.
- Scroll down to the "WhatsApp Business Accounts" section, then select the account that is blocked.
- Review the reason for the block:
- When you click on the account, you'll see a summary with the information
- Meta will show a description explaining why the account was blocked
- Depending on the case, Meta may offer you the option to appeal the block directly from this page
Appeal the block
If Meta shows the appeal option:
- Use the “Appeal” button that appears on the same page.
- Follow the instructions to submit your case.
If Meta does NOT show the appeal option, you'll need to create a ticket with Meta support.
Common reasons for blocking
Spam blocking (most common)
This means that most contacts who received your messages marked your number as spam.
This happens when you send a campaign to contacts who:
- Were not expecting to receive the message
- Didn't engage positively with the content
- Don't have a previous relationship with your business
There are two types of spam blocking:
- Temporary block (for days): You can only wait for it to be automatically lifted
- Permanent block: Requires an appeal or contacting Meta
Scam blocking (fraudulent content)
This means Meta detected fraudulent content in your templates. This can include:
- Links to websites related to fraud
- Misleading or malicious information
- Content that violates Meta's commerce policies
Invalid or non-existent website
This means Meta detected that the website registered in your business portfolio is not in a complete format, does not exist, or is not valid. Your website is a fundamental requirement that Meta carefully reviews to approve the use of the WhatsApp API.
To resolve this:
- Verify your website in the business portfolio and confirm it is complete and valid
- Make sure to use the correct format:
- Update the website
- Fix it from the provided link or from the edit button in your settings
- Request a review from Meta:
- Once the website is updated, request that Meta review it again
- Approval time can take up to 48 business hours
- You must wait for Meta's approval for them to unblock your account
Activity that doesn't comply with the Terms of Service or WhatsApp Business Policies
This means that your account is in violation of WhatsApp Business Terms of Service or its commercial policies.
To resolve this, review your website and ensure it includes:
- A privacy policy
- Terms and conditions related to your service
These documents are mandatory requirements to use the WhatsApp API.
If you don't have these:
- Create and publish these policies on your website.
- If the option is available with Meta, request a review.
- If you don’t have the option to request a review, contact Meta support.
You may also need to verify your business vertical. WhatsApp does NOT allow the use of its API for businesses related to:
- Firearms
- Alcohol and tobacco
- Drugs (prescription, recreational, or otherwise)
- Unauthorized medical and health products
- Endangered species (fauna and flora)
- Live animals (except livestock)
- Hazardous items and materials
- Real, virtual, or counterfeit currency (such as ICOs and binary options)
- Body parts or bodily fluids
- Fraudulent, misleading, or offensive business models
- Exploitative or inappropriate products or services
- Gambling or real-money gaming (check the exceptions in the official policies)
- Adult products and services
- Dating services
- Multi-level marketing
- Payday loans, salary advances, peer-to-peer loans
- Debt collection and bail bond services
If your business is in a prohibited vertical, you can try to appeal the block through the portal or by creating a ticket with Meta. It's highly likely that WhatsApp will permanently block your account if your business falls into any of these categories.