In order to maintain high quality conversations on the WhatsApp Business Platform as we scale, we’ll begin enforcing on WhatsApp Business Accounts that repeatedly violate the WhatsApp Business Messaging Policy, the WhatsApp Commerce Policy, or the WhatsApp Business Terms of Service.
The goal of this guide is to educate businesses on how this enforcement system works and the product experience.
This document does not include information on messaging limits based on quality rating. For more information on this topic, click here.
WhatsApp Business Accounts will initially get a warning with information on the policy they violated. If Business Accounts repeatedly violate the WhatsApp Business Terms of Service or high-risk policy categories such as sending spam, adult content, sale of alcohol and tobacco, drugs, gambling and unsafe supplements, they may start seeing messaging restrictions that gradually increase in duration, like:
In some cases, where there is evidence of a policy violation that causes severe harm to our users, such as child exploitation, scams, terrorism, or the sale of illegal drugs, WhatsApp will immediately offboard these Business accounts.
We may also limit or offboard your business from WhatsApp if your account receives excessive negative feedback from users.
All violations can be appealed within 90 days of being received.
We have a comprehensive product experience so that businesses and BSPs can access transparent, granular and actionable information about violations via multiple channels.
When a business account violates a policy, additional detail can be found by reviewing the violation in the Account Quality section of Business Manager. To see violations:
Violation updates include the following information:
Notifications about violations are also:
Accounts can become restricted or disabled depending on the number and severity of issues. Specific restrictions can be viewed in Account Quality along with information on next steps and requesting a review for a particular policy issue.
Restricted or disabled accounts can still appeal issues. If issues are reversed following the appeal, the account returns to its previous status.
Integrate with webhooks in order to receive real-time notifications about changes to a WhatsApp Business Account (WABA). Subscribe to the
account_update webhook to receive real-time notifications whenever a Business Account has violated a policy, and when applicable, messaging restriction type and duration. This ensures businesses can quickly adjust behavior to avoid additional warnings and/or enforcement actions.
If a business believes it is actually compliant with WhatsApp policies, it can appeal the violation by requesting a review. When a business appeals a violation, the WhatsApp team reviews the case against the violation appealed to come up with a decision if the violation needs to be reconsidered. This review may result in WhatsApp reversing the violation.
This is how you request a decision review:
account_updatewebhooks to receive real-time notifications whenever a Business Account has violated a policy, and when applicable, messaging restriction type and duration.
All screenshots in this page are illustrative.