Sometimes an account gets restricted or banned, following a high number of user reports or a violation of commerce policies.
If you receive a notification saying your account is banned, do not panic. Depending on the type of penalty, there are ways to restore your service.
Meta applies two levels of penalty. The approach to regain access to Kanal depends on which category your account falls into.
This is a warning measure. Your account is suspended for a set period, usually 30 days.
The process: As soon as we learn about this type of ban, the Kanal team immediately files a review request (appeal) with Meta.
The goal: Prove the legitimacy of your activity and get the ban lifted early so you can resume your campaigns and automations as fast as possible.
The outcome: In most cases, once Meta approves the request, the account is reactivated and you get normal access to your interface back.
This is the heaviest penalty, often the result of massive user reports or a serious violation of the WhatsApp terms of service. Although a review request is always attempted, Meta rejects it most of the time.
In this specific case, you can no longer use the associated phone number.
The good news is that your Kanal account is not lost. Even if the link with Meta is broken, everything your store has built up is preserved.
Your Shopify store: The connection between Kanal and Shopify stays active.
Your analytics: Your full history of sales and past campaigns is kept.
Your automations: All your advanced automations remain configured and ready to use.
Your segments and lists: Your contact database is intact.
To start messaging again, we technically need to "start from scratch" on the Meta side only:
New Business Manager: You need to create or use a new Meta Business Manager.
New number: You will need to register a new phone number for your WhatsApp communications, one that has never been used on WhatsApp.
Technical connection: Our team will guide you through reconnecting this new number to your existing Kanal account.
Once this new connection is set up, your automations start running again instantly, as if nothing had happened.
A ban is often the result of a quality score that dropped too low. To protect your new number, follow these recommendations strictly:
Opt-out button: Always include a "STOP" or "Unsubscribe" button in your templates.
Relevance: Only message customers who gave their consent (opt-in) at checkout.
Frequency: Avoid over-messaging your customers with too many promotions.
Currently banned? Contact our support team right away. We will start the review or re-onboarding process as quickly as possible to minimize the impact on your revenue.
