Why WhatsApp Blocks or Restricts a Number

WhatsApp blocks or restricts a business account when it keeps breaking WhatsApp's rules: the WhatsApp Business Messaging Policy, the WhatsApp Commerce Policy, or the WhatsApp Business Terms of Service. Common causes Meta names are sending spam, putting a template in the wrong category, and selling things in high-risk categories such as adult content, alcohol, tobacco, drugs, gambling or unsafe supplements.

It doesn't happen all at once. The first time, you get a warning that names the rule you broke. If it keeps happening, WhatsApp blocks you from sending for a few days, then for longer, and in the end it can lock or permanently disable the account. You can see every violation in Meta's Business Support Home and appeal any you think are wrong.

The enforcement ladder#

Penalties grow each time an account breaks the rules again:

Two cases skip the ladder:

• Severe harm. If there is evidence of a violation that causes severe harm to users, such as child exploitation, scams, terrorism or the sale of illegal drugs, WhatsApp removes (offboards) the business immediately.
• Too much negative feedback. WhatsApp may also limit or offboard a business whose account gets excessive negative feedback from users.

Violation codes#

Each violation has a type. You see it in Business Support Home and, if you use webhooks, in the violation_type field. Meta says this list may change over time.

Meta's official violations page has example lists for each code.

Where you see a violation#

When an account breaks a policy, Meta tells you in several places:

• Business Support Home in Meta Business Suite or Business Manager. This has the full detail and is where you appeal.
• The Business Manager Notifications Center.
• A banner in WhatsApp Manager.
• An email to every admin of the Business Manager. Keep admin details accurate so these emails arrive.
• The account_update webhook, if you subscribe to it (see below).

Each violation notice includes:

• which policy was broken, with a link to it
• examples of what that policy allows and doesn't allow
• whether the account has any active restrictions, and what happens if it breaks the rule again
• how to avoid future violations
• how to appeal

1. 1

   Open Meta Business Suite

   Sign in to Meta Business Suite.

2. 2

   Go to Business Support Home

   Click All tools in the left-side menu, then Business Support Home. (In Business Manager, click the All tools icon, three horizontal lines, at the top of the page.)

3. 3

   Open Account Overview

   Click Account Overview (the speedometer icon) in the left-side menu, if it isn't already open. Your violations and any active restrictions are listed here.

How to appeal#

If you believe your business really did follow WhatsApp's policies, you can ask for a review. The WhatsApp team checks your appeal against the policy and decides whether to reverse the violation.

1. 1

   Pick the account

   In Business Support Home, select the Messaging account that has the violation.

2. 2

   Request a review

   Choose the violation from the list and click Request Review.

3. 3

   Explain and submit

   A dialog opens in Business Manager. Add your supporting details and click Submit. The request moves to the In Review tab.

4. 4

   Wait for the decision

   The decision arrives in Business Manager and typically takes 24 to 48 hours. The violation is either left Unchanged or marked Reversed.

If a violation is reversed after an appeal or acknowledgment, the account goes back to the status it had before. A restricted or disabled account can still appeal or acknowledge its violations. Whether you can appeal, or only acknowledge, depends on the violation type and eligibility.

How to avoid future violations#

• Read the WhatsApp Business Messaging Policy and the WhatsApp Commerce Policy, and Meta's FAQ article on complying with them.
• Subscribe to the account_update webhook so you hear about a violation straight away.
• Change what you're doing quickly after a warning, before blocks start.
• Follow the best practices for high-quality messages in the WhatsApp Business Messaging Policy, including getting opt-in before you message people.

Technical detail: the account_update webhook#

Subscribe your WhatsApp Business account to the account_update webhook field (see Subscribe WABA Webhook) to get real-time enforcement events. Three events matter here:

A violation:

{
  "object": "whatsapp_business_account",
  "entry": [
    {
      "id": "102290129340398",
      "time": 1743451903,
      "changes": [
        {
          "value": {
            "event": "ACCOUNT_VIOLATION",
            "violation_info": { "violation_type": "ADULT" }
          },
          "field": "account_update"
        }
      ]
    }
  ]
}

A restriction (here: no business-initiated messages and no new phone numbers until the expiration time):

{
  "object": "whatsapp_business_account",
  "entry": [
    {
      "id": "102290129340398",
      "time": 1641330498,
      "changes": [
        {
          "value": {
            "event": "ACCOUNT_RESTRICTION",
            "restriction_info": [
              { "restriction_type": "RESTRICTED_BIZ_INITIATED_MESSAGING", "expiration": 1641330498 },
              { "restriction_type": "RESTRICTED_ADD_PHONE_NUMBER_ACTION", "expiration": 1641330498 }
            ]
          },
          "field": "account_update"
        }
      ]
    }
  ]
}

The restriction_type values:

Frequently asked#

Gotchas & common mistakes#