Managing WhatsApp Policy Violations
How to Check and Understand Violations
When a business account violates a policy, all relevant details are available in the Account Quality section of Business Manager. Use this process to identify the specific policy that was violated and review the associated information:
Log in to Business Manager. (If you've transitioned to Meta Business Suite, follow the steps listed here to switch to Business Manager.)
Click More > Account Quality > Facebook Business Accounts.
In the WhatsApp Accounts section, click the WhatsApp Business Account that shows “Account Issues” in its Status column:
For any individual issue, click See Details to view the policy that was violated and how to avoid this type of violation in the future:
How to Appeal an Account Violation
The business can challenge a violation by submitting a review request. Once submitted, the WhatsApp team evaluates the case and determines whether the violation should be reconsidered. If the review is successful, the violation may be reversed. Use this process whenever the business wants to dispute a violation applied to the account:
From the Account Quality page, click on the relevant WhatsApp Business Account.
Choose from the list of violations and click Request Review.
A new dialog opens in Business Manager. Enter supporting details and click Submit.
After submission, the request and the issue are moved to the In Review tab.
The appeal review decision will be sent via the Business Manager and typically takes 24 to 48 hours. The appealed violation will either remain Unchanged, or be set as Reversed.
How to Appeal a Rejected Message Template
The business can also appeal rejected message templates directly from the Account Quality section. This process is specifically designed for cases where a WhatsApp message template has been denied:
From the Account Quality page, click on Rejected Message Templates.
Choose from the list of rejected templates and click Request Review.
Enter Appeal Reason and click Submit.
After submission, the request and the issue are moved to the In Review tab.
The appeal review decision will be sent via the Business Manager and typically takes 24 to 48 hours. The appealed violation will either remain Unchanged, or be set as Reversed.
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