> ## Documentation Index
> Fetch the complete documentation index at: https://docs.ycloud.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Account restrictions and appeals

> Identify the affected asset, distinguish policy restrictions from delivery failures, and prepare a supported review request.

When sending stops, first identify what is restricted. A rejected template, a failed message, a disconnected phone number, and a restricted WABA require different responses.

Do not create a replacement number or account before understanding the cause.

## Locate the affected level

| Symptom | Investigate first |
| - | - |
| One template is rejected, paused, or disabled | [Template review and lifecycle](/en/documentation/whatsapp-business-platform/messaging/message-templates/template-review-and-lifecycle). |
| Some recipients fail while others succeed | [Message delivery statuses](/en/documentation/whatsapp-business-platform/messaging/message-delivery-statuses) and recipient-level controls. |
| Sending slows or stops during a large campaign | [Messaging limits and throughput](/en/documentation/whatsapp-business-platform/pricing-limits-and-quality/messaging-limits-and-throughput). |
| A number is disconnected or unregistered | Number connection and registration state. |
| Meta shows a policy or spam violation | The affected asset and notice in [**Business Support Home**](https://business.facebook.com/business-support-home). |

An error message mentioning payment or authentication is not proof of a policy ban. Preserve the actual error and check the matching system.

## Read the restriction notice

Open **Meta Business Suite → All tools →** [**Business Support Home**](https://business.facebook.com/business-support-home), select the relevant business account, and inspect the issue.

Record:

* The business portfolio, WABA, and affected number.
* The restriction or violation shown.
* When it started and any duration displayed.
* Which actions remain available.
* Whether Meta offers **Request Review** or another next step.

Use Meta's [policy and spam enforcement guidance](https://developers.facebook.com/documentation/business-messaging/whatsapp/policy-enforcement#business-support-home) for the current process.

## Contain the problem

Pause the affected campaign or automation while you investigate. Preserve relevant evidence and avoid repeating the behavior that caused the issue.

For suspected unwanted messaging, review audience sources, opt-in records, frequency, and opt-out handling. For a content issue, review the actual messages and linked products or pages.

Do not relabel promotional messages as utility, rotate numbers, or move the same activity into another account to avoid enforcement.

## Prepare a review request

If you believe the decision is incorrect and a review option is available in [**Business Support Home**](https://business.facebook.com/business-support-home), explain the issue clearly:

1. Identify the asset and the specific decision.
2. Describe the legitimate business and messaging use case.
3. Provide relevant, minimal supporting evidence.
4. Explain the consent process and customer expectations.
5. Describe any corrective action already completed.
6. State what you are asking Meta to review.

Distinguish verified facts from your interpretation. Do not claim to have changed a workflow until the change is actually complete.

Redact API keys, verification codes, and unnecessary personal information. Provide sensitive evidence only through the appropriate secure support route.

### A concise review-request structure

Use this structure with truthful case-specific information:

```text theme={"theme":{"light":"github-light","dark":"github-dark"}}
Affected asset: [business portfolio / WABA / number and its ID]
Decision shown: [exact notice]
Observed since: [date, time, and time zone]

Business use case:
[What the organization does and why customers receive these messages.]

Why we request review:
[The specific point believed to be incorrect, supported by evidence.]

Customer permission:
[Where consent is collected, what customers agree to, and how opt-outs work.]

Actions completed:
[Actual changes already made, with dates. Do not list planned work as completed.]

Requested outcome:
[Review the identified decision for the affected asset.]
```

Do not claim that your business “never sends spam” without addressing the notice. Useful evidence is specific: the form wording customers saw, the workflow that checked their preferences, representative redacted templates, and the correction made.

### Submit only through the route offered

In [**Business Support Home**](https://business.facebook.com/business-support-home), open the issue for the affected asset and use **Request Review** if present. Complete the requested fields, attach relevant minimal evidence, and submit once. Keep the case reference.

If no review control is offered, read whether the notice requires waiting, correcting a specific problem, or using another support route. A missing button does not justify opening duplicate accounts or submitting unrelated cases.

### Before restarting

Prepare a small restart checklist: the restriction is actually lifted, the number is connected, affected templates are usable, suppression lists are current, and the original cause is resolved. A support message saying a case is being reviewed is not a restoration signal.

## Follow the outcome

Submission does not mean the restriction has been lifted. Check the case status in [**Business Support Home**](https://business.facebook.com/business-support-home) and the asset's current capability before restarting sends.

Not every spam-related restriction offers an appeal. Some require waiting for the displayed restriction period to end. Follow the notice rather than promising a universal review route or restoration time.

If the decision is reversed, confirm the actual sending state and resume cautiously. If it remains, address the stated issue and follow any further instructions.

## When to involve YCloud

Contact YCloud support when you need help interpreting a YCloud error, identifying the affected assets, or preparing the relevant platform context.

Include IDs, timestamps with timezone, a concise impact description, and representative redacted errors. YCloud assistance does not guarantee that Meta will reverse an enforcement decision.

For prevention, review [Business and commerce policies](/en/documentation/whatsapp-business-platform/consent-policies-and-account-health/business-and-commerce-policies) and [Quality and delivery controls](/en/documentation/whatsapp-business-platform/pricing-limits-and-quality/quality-and-delivery-controls).


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