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What to do when your WhatsApp Business account is restricted

If your WhatsApp Business account was restricted for breaking WhatsApp's rules, open Meta Business Support Home, find the account, click Request Review, confirm your identity, and upload a photo ID. Meta aims to respond within 48 hours.

Updated on

Before you start

  • Check what kind of restriction it is. If your number is Restricted because you hit your messaging limit, you don't need a review: it clears after 24 hours.
  • This article is for accounts restricted for a possible violation of WhatsApp's Terms of Service, Business Messaging Policy, or Commerce Policy.
  • Have your phone (to receive a code) and a photo ID (passport, driver's license, or other government ID) ready.
Where to find it

Meta › Business Support Home (business.facebook.com/business-support-home) › restricted account › Request Review

Step by step

  1. Go to business.facebook.com/business-support-home with your company's Facebook account.
  2. Scroll down until you find the restricted WhatsApp Business account.
  3. Click Request Review and check the box to confirm you're a real person.
  4. Enter your cell phone number and choose to get the code by text message or WhatsApp.
  5. Enter the code and click Continue. If it doesn't arrive, click Get another code.
  6. Upload a photo of a valid ID.
  7. Click Continue to submit the request. You'll see a confirmation.
  8. Wait for Meta's response.

Tips

  • Meta aims to respond within 48 hours, but it can take longer.
  • While the review is in progress, the account stays restricted.
  • To avoid future restrictions: only message customers who agreed to hear from you, avoid repetitive messages, and follow WhatsApp's content rules.

Common problems

  • I can't find the account in Business Support Home → Make sure you logged in with the Facebook account that's an admin of the business portfolio that owns the WhatsApp Business account.
  • I'm not getting the confirmation code → Click Get another code or choose the other method (text message or WhatsApp).
  • The request was denied → Meta tells you why. Review WhatsApp's rules, change how you send messages, and only then appeal again.
  • The number says "Restricted" but I can still reply to customers → That's a messaging-limit restriction, not an account restriction. Wait 24 hours to start new conversations.

Frequently asked questions

Can I use WhatsApp while I wait for the review?

No. Until there's a decision, the account can't send or receive messages.

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