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How to Avoid a WhatsApp Business Account Block

Last updated: 6 March 2025

The following events can consistently occur with a WhatsApp business account:

Issued by Meta when WhatsApp rules are broken when using a WhatsApp business account.

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If your WhatsApp business account receives a warning, is restricted or blocked, we will send you a notification in your edna Pulse account, as well as an email with the necessary information. In all cases, your license will be active. To manage your license, contact your personal edna manager.

How to Avoid Being Blocked When Registering a Business Account​

Before you connect a WhatsApp channel in your edna Pulse account, make sure of the following:

  • In the Settings → Business portfolio info section of the business portfolio, you should enter all the information about your company: legal name, country, address, city, postal code, phone number, website (second-level domain).

  • The company’s website contains the same data as in the Settings → Business portfolio info section of the business portfolio.

  • Two or more users are added to the business portfolio as administrators who actively use Facebook pages: write posts, add photos, and give likes. To add an administrator, go to the Settings → Security center section of the business portfolio and click Add.

  • Two-factor authentication is enabled for all business portfolio administrators in the Settings → Security center → Two-factor authentication section of the business portfolio.

    www.meta.com

  • The business portfolio administrators have been verified.

    www.facebook.com

  • The company’s website doesn’t mention any prohibited activities on WhatsApp.

    business.whatsapp.com

How to Avoid Being Blocked When Using a Business Account​

What to Do if My WhatsApp Business Account is Blocked or Limited​

  1. Find out the reason for the block. It will be indicated in the email and in the Event log → Notifications section of your edna Pulse account. Common reasons:
  • Spam — the WhatsApp channel has received many complaints from the recipients of the messages.
  • Violation of WhatsApp rules — the company’s activities violate WhatsApp’s rules.
  • Website unavailability — the website specified in the company’s business portfolio is no longer available.
  • Incomplete information — the company’s website doesn’t contain the necessary official information about the company.

  1. Follow the instructions depending on the reason:

    1. Check the broadcasts that you have sent in the last 7 days:

      • Check the target audience. All recipients should agree to receive messages from your company.
      • Check the target audience. The information in the message should be relevant and useful to all recipients.
      • Check the text and attachments in the template. The message text should be personalized and not contain negative information such as debt collection.
      • Check the timing of the message. It should be sent at a reasonable business hour, taking into account the content of the message.

    2. Write a detailed appeal describing the reason for the blocking of your company’s business account. The recommended language for the appeal is English.

    3. Make sure that the appeal contains all the necessary information to prove that you didn’t send spam in the messages.

    4. Send the appeal to edna support.

      Example of an appeal:

      Recently our account has been restricted and we believe there has been a mistake. As a company we greatly value privacy of our customers. As such our WhatsApp activity fully complies with WhatsApp’s Business Terms of Service. We do not send unsolicited notifications and do not do bulk messaging. We send personalized template message to our customers in the following cases that fully in line with WhatsApp’s Terms:

      We responsibly collect opt-ins from our customers that also complies with WhatsApp’s Terms.

      Please, unblock our account as we have never breached any rules. Thank you.