Integrity Errors

Integrity errors are returned when the WhatsApp Business Account (WABA) associated with your app has been restricted, disabled, or locked due to a policy violation or a data verification mismatch. These errors are returned as HTTP 403 Forbidden responses.

Integrity issues are serious and typically require direct resolution with Meta. Chakra Chat will surface these errors in the platform's notification dashboard to alert account administrators.

⚠️⚠️ Note: Businesses using Chakra Chat solution may not be able to resolve the issue directly.
Reach out to Chakra team to troubleshoot this issue via a Chakra Ticket.

Error 368 - Temporary Block

Temporarily Blocked for Policy Violations

ERROR CODE

368

ERROR SUMMARY

Temporarily Blocked for Policy Violations

ERROR DESCRIPTION

The WhatsApp Business Account associated with your app has been restricted or disabled because it violated a WhatsApp platform policy. This may include sending prohibited content categories, messaging users who have not opted in, exceeding quality thresholds, or violating the WhatsApp Business Policy.

HTTP Status: 403 Forbidden. This error blocks all outbound messaging until the policy issue is resolved.

RESOLUTION & TROUBLESHOOTING STEPS

1. Review the Policy Enforcement documentation at https://developers.facebook.com/documentation/business-messaging/whatsapp/policy-enforcement to understand the specific violation.

2. Log in to Meta Business Suite and navigate to the WhatsApp Manager to view any enforcement notices or warnings.

3. Correct the behaviour that triggered the violation. This may involve auditing your message templates, opt-in flows, or content policies.

4. Submit an appeal through Meta Direct Support at https://business.facebook.com/direct-support if you believe the restriction was applied in error.

5. If the account has been disabled (not just restricted), you may need to submit a formal reinstatement request.

OTHER NOTES

Prevention is critical. Maintain high template quality ratings, ensure all recipients have explicitly opted in to receive WhatsApp messages, and never send spam or deceptive content.

In Chakra Chat, you can monitor your account's quality rating and policy status from the Account Health section under Settings → WhatsApp Account.

Error 130497 - Account Restricted

Business Account Restricted from Messaging in Certain Countries

ERROR CODE

130497

ERROR SUMMARY

Business Account Restricted from Messaging in Certain Countries

ERROR DESCRIPTION

The WhatsApp Business Account is not permitted to send messages to users located in specific countries. This restriction is applied based on the business category or industry type of the WhatsApp Business Account, as defined in the WhatsApp Business Messaging Policy.

HTTP Status: 403 Forbidden. Messages sent to users in restricted countries will fail with this error.

RESOLUTION & TROUBLESHOOTING STEPS

1. Review the WhatsApp Business Messaging Policy at https://business.whatsapp.com/policy for the list of countries where messaging is restricted for your specific business category.

2. Filter your recipient lists to exclude phone numbers from restricted countries before sending campaigns or automated messages.

3. If you believe your business category has been incorrectly assigned, contact Meta Support to request a category review.

4. Consider implementing a country-code validation layer in your message dispatch logic in Chakra Chat to prevent sending to blocked regions.

OTHER NOTES

Country restrictions are enforced at the platform level and cannot be overridden by the business or by Chakra Chat. You must comply with the geographic restrictions tied to your business category.

This is especially relevant for financial services, healthcare, and regulated industries, which have more geographic messaging restrictions than other business types.

Error 131031 - Account Lock

Account Has Been Locked

ERROR CODE

131031

ERROR SUMMARY

Account Has Been Locked

ERROR DESCRIPTION

The WhatsApp Business Account has been locked. This can happen for two distinct reasons: (1) the account has violated a platform policy and has been restricted or disabled, or (2) the API was unable to verify data in the request against data stored on the WhatsApp Business Account — for example, an incorrect two-step verification PIN was provided during a registration attempt.

HTTP Status: 403 Forbidden.

RESOLUTION & TROUBLESHOOTING STEPS

1. Check the Policy Enforcement documentation to see if your account has any active violations.

2. Use the Health Status API to get detailed diagnostics about why the account is locked.

3. If the lock is due to an incorrect two-step verification PIN, verify the correct PIN is being passed in the registration request. You can reset the PIN in WhatsApp Manager.

4. For policy-related locks, follow the same resolution steps as Error 368 — review violations and file an appeal through Direct Support if necessary.

5. Contact Meta Direct Support with your fbtrace_id for expedited investigation.

OTHER NOTES

The Health Status API is a valuable diagnostic tool that can often reveal more detail about why an account is locked than the error response alone.

Account locks resulting from policy violations are distinct from those caused by verification failures. Use the Health Status API to determine which type of lock you are dealing with before attempting resolution.