Account Status Updates
Understanding WhatsApp Account Status Changes: Disconnection, Restrictions & Verification and troubleshooting guide
Understanding WhatsApp Account Status Changes: Disconnection, Restrictions & Verification
Applies to: All WhatsApp Business Accounts (WABA) connected to Chakra Chat
From time to time, your WhatsApp Business Account may show a status change — a disconnection, a temporary restriction, or a rejected verification submission. These changes come directly from Meta (WhatsApp's parent company) based on how your account is used, not from anything Chakra does. This guide breaks down what each type of change means in plain terms and what, if anything, you need to do about it.
1. Why was my account disconnected?
If your number briefly loses its connection to Chakra, it's usually tied to how you're using the number on the WhatsApp Business App side (this mostly applies to accounts set up via Coexistence). Here's what each reason means:
What happened | In plain terms | Raw value (seen in error logs) | Do you need to act? |
|---|---|---|---|
Account deleted or removed | You (or someone on your team) deleted the WhatsApp account, or it was removed due to a policy enforcement action. |
| Yes — you'll need to set the number up again from scratch if this wasn't intentional. |
Switched to a personal WhatsApp app | The business number got registered on the regular consumer WhatsApp app instead of the Business App. |
| Yes — move the number back to the WhatsApp Business App and reconnect. |
Phone number changed | You changed the phone number linked to this WhatsApp Business Account. |
| Yes — you'll need to reconnect using the new number. |
A linked device went inactive | A secondary/companion device (like WhatsApp Web on a linked device) wasn't used for about 30 days. |
| No — just reconnect that companion device when convenient. |
Primary device went inactive | The main phone with the WhatsApp Business App wasn't opened for about 14 days. |
| Yes — open the WhatsApp Business App to restore the connection, then reconnect in Chakra if it dropped. |
Re-registered on a new device | You or your team set up WhatsApp Business App fresh on a new phone. |
| Yes — you'll need to reconnect the account to Chakra. |
You may also see a companion field showing who triggered the disconnection: initiated_by: SYSTEM (Meta's system took the action automatically, e.g. due to inactivity) or initiated_by: USER (you or your team took the action directly).
Tip: To avoid unexpected disconnections, open the WhatsApp Business App on your primary phone at least once every 2 weeks, even if you're managing conversations mainly through Chakra.
2. Why is my account restricted?
A restriction limits specific actions on your account — it's narrower than a full disconnection or ban. Meta applies these when it flags a policy concern. Each restriction comes with an expiry date, and sometimes with steps you can take to lift it early.
Restriction | What you can no longer do | Raw value (seen in error logs) |
|---|---|---|
Can't add new numbers | Add another phone number to this WhatsApp Business Account. |
|
Calling disabled (both directions) | Make or receive calls through WhatsApp. |
|
Can't start new conversations | Message customers first — you can still reply if they message you within the active window. |
|
Outbound calling disabled | Initiate calls to customers (inbound calls may still work). |
|
Can't reply to customers | Respond to customer-initiated messages. |
|
Utility template sending disabled (Direct Send) | Send utility templates through the Direct Send feature. |
|
Inbound calling disabled | Receive calls initiated by customers. |
|
Call button hidden | Your call button is hidden from customers — usually because pickup rates were consistently low. |
|
Can't create utility templates | Create new utility message templates. |
|
What you can do:
- Restrictions are usually tied to messaging quality or policy compliance — check your account's quality rating in Meta Business Manager for context.
- If Meta provides specific remediation steps for your case, follow those exactly; they're the fastest path to resolution.
- Restrictions typically lift automatically once the expiry date passes, provided the underlying issue is resolved.
3. Why was my business verification rejected?
If you're going through Meta's partner-led business verification and it comes back rejected, here's what each reason means and how to fix it:
Rejection reason | What went wrong | Raw value (seen in error logs) | How to fix it |
|---|---|---|---|
Address doesn't match | The country in your submitted address doesn't match the country on your business profile. |
| Update either your submission or your business profile so they match, then resubmit. |
Not eligible for this verification path | Your business doesn't qualify for verification via partner-provided information. |
| You can still apply for verification directly with Meta instead. |
Legal name doesn't match | The legal or business name in your submission doesn't match what's on your business profile (checked closely, including near-matches). |
| Correct the mismatch on either your submission or your profile, then resubmit. |
Legal name not found in documents | The automated review couldn't find your business's legal name anywhere in the uploaded documents. |
| Make sure the legal name is clearly stated and the document text is legible, then re-upload. |
Documents couldn't be processed | The uploaded files were corrupted, password-protected, or in an unsupported format. |
| Re-upload using a standard, unlocked file format (e.g. PDF or image). |
Website doesn't match | The website listed in your submission doesn't match the one on your business profile. |
| Align the website on both, then resubmit. |
Submission not rejected | Shown when the submission has no rejection to report. |
| No action needed. |
Quick reference: what's the difference?
Term | Scope | Raw event name (seen in error logs) | Typical cause |
|---|---|---|---|
Disconnection | The number is no longer linked to Chakra at all. |
| Device inactivity, number change, re-registration, or account deletion. |
Restriction | Specific actions are blocked; the account is still connected. |
| Policy or quality concerns flagged by Meta. |
Verification rejection | Your business identity couldn't be confirmed for verified status. |
| Mismatched or unclear business details in your submission. |
Offboarding | Number temporarily dropped due to a device change or re-registration. |
| Switching phones or renumbering — not a policy issue. |
Reconnection | Number successfully relinked after offboarding. |
| Automatic, once the device/number change settles. |
Where to check your account's live status
- Meta Business Manager → WhatsApp Accounts shows current restrictions, ban status, and quality rating.
- Chakra → Settings → Channels reflects whether your number is currently connected.
If something looks off and doesn't match the explanations above, reach out to support with your WABA ID so we can look into the specific event on Meta's side.