1. Who decides on restrictions
WhatsApp/Meta can review, reject, pause or restrict templates and may limit or remove business access for policy violations. ChatNova cannot prevent, reverse or guarantee removal of a Meta-imposed ban. We can help you understand the rules and prepare accurate information for an official review, but Meta decides the outcome. Consult the WhatsApp Business Messaging Policy for the current rules.
2. Permission before outreach
Only contact a person on WhatsApp when they have provided their number or username and opted in to receive subsequent WhatsApp messages or calls from your business. Keep evidence of when, where and what they agreed to. Make your business identity clear, describe the types of messages they will receive and give an easy way to opt out. Remove anyone who withdraws consent. Buying, scraping, importing or recycling a list does not itself establish valid permission.
3. Templates and the 24-hour window
On the WhatsApp Business Platform, start conversations using approved message templates. After a user messages you, a 24-hour customer service window allows replies without a template; outside that window, use only approved templates. A template may be reviewed, paused or rejected. Send it for its approved purpose and keep marketing content clearly labelled; automation must have a clear path to human support where required by WhatsApp policy. Charges depend on Meta's current pricing rules.
4. Nature of business and prohibited activity
Meta prohibits use for illegal activity, scams, impersonation and certain restricted goods or services. Its policy lists, among others, firearms, alcohol and tobacco, drugs, medical products, endangered species, some animal sales, hazardous goods, currency-related offers, body parts, real-money gambling, adult products and services, dating, multi-level marketing and certain lending/debt services. This is not a complete or permanent list. Some regulated categories have narrow WhatsApp Business Platform exceptions only in specified countries and under additional age, location, licensing and legal safeguards; do not assume your licence makes a category eligible. Catalogues, payments and other commerce features also follow Meta Commerce Policies. Confirm eligibility for your exact business and country before launching a campaign. See the official category and commerce rules.
5. Quality and customer feedback
Send relevant messages at reasonable frequency, use accurate business-profile and support details, avoid misleading offers and honour every opt-out. Recipients may block or report unwanted messages; poor quality or policy violations can affect your ability to send. Do not attempt to evade a restriction using new numbers, identity changes or unofficial tools. Check account alerts and follow platform instructions.
6. If a number is restricted
Pause affected campaigns, preserve opt-in records and review recent messages, templates, audience sources and account notices. Correct any violation, then use Meta's official account-quality or appeal process shown in your business account. Provide truthful supporting details and wait for Meta's decision; there is no guaranteed timeline or outcome. Do not share passwords or verification codes with anyone promising an instant unban. The official policy's “Steps to Take if Your Account is Suspended or Terminated” links to current review guidance.
7. Your responsibility
You are responsible for your business model, recipients, content, consent and legal compliance. We may refuse support for prohibited campaigns. For related data obligations, read the Privacy Policy and Acceptable Use Policy.