What Does This Error Mean?
When WhatsApp shows "You are unable to perform this action because your account is restricted," it means your WhatsApp Business account has been disabled due to policy violations.
Common restrictions include:
Can't receive messages
Can't respond to messages from customers
Can't send communications with customers
Can't have phone numbers added to it
Why This Happens
WhatsApp disables accounts when they detect violations of their Commerce Policy, including:
Spam complaints: Too many users reporting your messages
Policy violations: Content that breaks WhatsApp's business rules
Suspicious activity: Unusual messaging patterns or behaviors
User reports: Multiple customers blocking or reporting your number
What You Can Do
Step 1: Check Your Account Status
Go to your Facebook Business Manager
Navigate to WhatsApp Manager
Check the account overview for specific violation details
A disabled/restricted/banned account will show up like this.
Step 2: Request a Review
If you believe the restriction is incorrect:
Click on the blue link that says ''View details in Business support home''
Look for the "Request Review" option on the page that opens
Click and provide your explanation
Submit supporting evidence if available
Wait for Meta's response (usually 24-48 hours)
Step 3: Contact Spur Support (Optional: only if Meta still decides to keep your account disabled even after the review)
Reach out to us here.
Please keep in mind that you need to have requested a review by the time you reach out to us. If not, Meta will just tell us that the first appeal has to come from the client themselves, and we'll have to ask you to use the 'Request Review' button anyway. We cannot file an appeal for you unless you have already requested a review from Business Support home and that review did not result in your account getting unrestricted or the request for review has been pending for more than 48 hours.
Explain your situation and ask for help with the restriction since we can file appeals to Meta on our clients' behalf.
Provide any relevant context about your messaging practices
Note: While we can get our partners at Meta to file an appeal for you through official channels, keep in mind if Meta still declines to reinstate your account then there's not much we can be do about it. The final decision whether your account is unrestricted or not rests with Meta.
Prevention Tips
Follow best practices to avoid future restrictions:
Only message people who opted in to receive communications
Avoid sending repetitive or promotional content
Keep your messaging frequency reasonable
Target to mid to high intent users
Keep the 'Stop Marketing Messages' footer in all your marketing templates
Also keep the Subscribe/Unsubscribe flow active so people saying the word 'STOP' can get automatically opted out and don't get targeted against their will in future marketing efforts from your business
Ensure all content follows WhatsApp's Commerce Policy
Working with Spur During Restrictions
While your account is restricted:
You won't be able to send new messages through Spur
Existing conversations may be limited
Templates and automations will be paused
Focus on resolving the restriction before resuming campaigns
Getting Back Online
Once the restriction is lifted:
Test gradually: Start with a few messages to ensure everything works
Review your practices: Adjust any messaging that might have caused issues
Monitor quality rating: Keep an eye on your account health
Train your team: Ensure everyone follows WhatsApp's guidelines
The key is addressing the root cause of the restriction and implementing better messaging practices to prevent future issues.