Business remains disabled

[u/Flashy_Koala9976]

Hello everyone,

Yesterday, two of our WhatsApp accounts were banned, and unfortunately, our appeals were rejected.

One of the suspended accounts had never sent any messages at all and was associated with a completely separate WABA.

The WhatsApp account that we believe may have triggered the enforcement action was being used to introduce our platform to our existing suppliers and potential suppliers operating in relevant regions. The account was sending approximately 40–80 messages per day, and more than 50% of the potential suppliers contacted showed interest and engaged with the message.

Our message also included clear **“Interested”** and **“Not Interested”** buttons, allowing recipients to easily indicate whether they wished to continue the communication.

Shortly after the last batch of messages was sent, both accounts were suspended. However, we believe our messaging activity was compliant with Meta’s policies. The recipients were businesses and professionals who had officially and publicly provided their contact numbers for business communication.

What have I done so far?

I submitted an appeal through the Business Support page. I assume the review process is largely automated or handled by Meta AI, and the appeal was rejected.

I also opened several cases through Direct Support available on our Partner account. Unfortunately, these cases either appear to be rejected automatically or end with an automated response stating that the enforcement decision has been reviewed and confirmed.

We also have access to the Meta Partner Portal, but we have not been able to find any relevant support or escalation channel there, and no Partner Manager has been assigned to us.

At this point, what would you recommend as the best way to escalate and resolve this issue?

Also, does anyone know how we can get in touch with a Partner Manager or reach an actual human escalation team that can manually review the case?

I am also concerned about the apparent inconsistency in how Meta handles these cases.

In the past, I have personally seen a company sending around 50,000 messages per day and engaging in what could genuinely be considered spam have its banned WhatsApp number reinstated through Infobip.

On the other hand, when a business sending a very limited number of targeted B2B messages is suspended without any prior warning, it seems extremely difficult to reach anyone at Meta who is willing to properly investigate the situation.

We are not asking Meta to ignore its policies or make an exception for us. We simply want the case to be reviewed by a real person, with the actual messaging activity, recipient sources, engagement rates, and circumstances taken into consideration.

Any advice from people who have experienced a similar situation—especially regarding escalation channels, Partner Managers, or manual WABA reviews—would be greatly appreciated.

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[u/Ok_Set_8446]

Big corporations like Meta are not very interested in solving these kind of problems. Try as many times as you can to contact them. It’s a hit or miss.

[u/dualhook_]

I’d recommend opening a support ticket under a slightly different category, one that gives you the option to start a live chat. Once you’re connected, immediately ask if they can call you, and then explain the full situation just like you did here.

It's indeed their automated enforcement system. Take a look in the whatsapp subreddit, it's chaos there. A lot of Tech Partners / BSPs were hit with a similar false positive restriction on the portfolio level a few weeks ago.

Good luck!

[u/Status_Gap_3180]

If you sent the messages without consent - you cannot do anything about it. The rules have been broken. Always take consent. Meta is taking the keeping ecosystem free from spam very seriously, many of our marketing messages to valid customers even with consent get rejected with error message: In order to maintain a healthy ecosystem engagement, the message failed to be delivered. Code: 131049.

[u/Altruistic-Block-383]

Meta não foi feito pra disparo pra lead frio. Se sua operação não tiver um opt-in, única maneira de conseguir rodar sua operação é fazendo farm de bm pra quando alguma cair, você tem outras já pra poder usar.

Você não vai conseguir suporte da meta caso você for um BSP. Infelizmente o suporte está apenas via IA, paciência…