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Viewing Policy Violation Details for Your WhatsApp Business Account on Stack

To ensure high-quality interactions on the WhatsApp Business Platform, Stack may restrict accounts that consistently breach policies. Understanding and adhering to WhatsApp Business Messaging and Commerce policies is crucial. If your account is flagged for a policy violation, you can view the details and file an appeal. Here's how to navigate this process.

Note: You have 90 days from receiving a notification to appeal any policy violations.

How to View Policy Violation Details​

Follow these steps to access the details of a policy violation on your WhatsApp Business account:

  1. Navigate to Business Support Home.
  2. Click View my accounts under the My accounts section.
  3. Locate the business portfolio linked to the restricted WhatsApp Business account. It may display Assets restricted.
  4. Click on the relevant business portfolio.
  5. Scroll to the WhatsApp accounts section to find the restricted account. It might indicate Account issues or Account disabled.
  6. In the Available for review tab within the Activity issues section, click on the policy issue.
  7. Click See details next to the policy issue to review:
    • A summary of the violated policy with a link to the policy.
    • Any active restrictions and potential consequences of repeated violations.
    • Tips on avoiding future policy violations.
    • Steps to resolve the policy violation, if applicable.
    • Instructions on filing an appeal.

Filing an Appeal and Requesting a Review​

If you believe your account did not violate a policy, you can file an appeal. Here's how:

  1. Access the Available for review tab in the Activity issues section by following the steps above.
  2. Select the policy issue you wish to appeal.
  3. Click Request review.
  4. Choose an Appeal reason.
  5. [Optional] Provide additional details to assist the review team in understanding your issue.
  6. Click Submit.

Once submitted, reviews typically take about 24 hours. The outcome may reverse the issue. You can track the review status in the In review tab.

By following these steps, you can manage policy violations effectively and ensure compliance with WhatsApp's standards on Stack.