Documentation Index
Fetch the complete documentation index at: https://orbit-docs.devotel.io/llms.txt
Use this file to discover all available pages before exploring further.
WhatsApp Restricted & Prohibited Content Policy
Meta’s platform rules govern everything sent through any WhatsApp Business Account, including yours on Orbit. Violations can result in template rejection, quality downgrade, messaging-limit reduction, or permanent suspension of your WABA — a suspension that carries to any future BSP, not just Orbit. This guide mirrors Meta’s Commerce Policies and Business Messaging Policy in plain language, with the edge cases we see most often in practice. Policies change quarterly — always verify against Meta’s live policy pages before launching a new use case.Prohibited (never allowed, anywhere)
These categories are banned outright and cannot be sent even with consent.Adult content
- Nudity, sexual content, adult services, dating content with explicit framing
- Sex toys, lingerie where the primary sale is sexual rather than fashion-positioning
- “Companionship” / escort advertising
Weapons
- Firearms, ammunition, firearm accessories, replicas
- Tasers, pepper spray, combat knives (market-dependent — some jurisdictions allow as self-defence tools but Meta blocks universally)
- Explosives, fireworks
Illegal drugs
- Any controlled substance, even where legal locally (Meta enforces globally)
- Drug paraphernalia (bongs, dab rigs, rolling papers marketed for cannabis)
Animals
- Live animals of any kind (including rehoming / adoption)
- Animal parts (ivory, pelts)
- Endangered species products
Human body parts & fluids
- Organs, blood, plasma
- DNA testing products (partial allowance — see “restricted”)
Hate speech & violence
- Discrimination on race, religion, ethnicity, sexual orientation, gender identity, disability, nationality, caste
- Incitement to violence
- Terrorist organization content or symbols
Misinformation
- Fake news, manipulated media, election misinformation
- Health misinformation (specifically COVID-19 and vaccine-related)
Stolen, counterfeit, or illicit goods
- Counterfeit luxury goods, replica branded items
- Stolen property, ID documents
- Hacking services, malware, spyware
Restricted (allowed with market-specific conditions)
These are allowed but require extra review or are blocked in specific countries.Alcohol
- Allowed: retail alcohol sales, delivery services, promotions in most markets
- Blocked: Saudi Arabia, UAE, Kuwait, Iran, Pakistan, parts of India (dry states: Bihar, Gujarat, Nagaland)
- Required: age-gate at point of sale; no targeting users under 18 (21 in US)
- Template requirement: mark as “Marketing” category; the body must not encourage excessive consumption
Tobacco & nicotine products
- Allowed: cessation services (quit-smoking apps, nicotine replacement therapy), B2B tobacco trade in specific markets
- Blocked: direct-to-consumer sale of cigarettes, cigars, vape devices, vape juice, heat-not-burn products (even in markets where legal for sale)
- Grey: CBD products below legal THC thresholds are sometimes allowed as “wellness” — Meta decision is case-by-case and has tightened in 2025
Pharmaceuticals
- Allowed: appointment reminders, prescription refill notifications, OTC health products (vitamins, supplements) in most markets
- Allowed with certification: pharmacy delivery in markets where the pharmacy is licensed; Meta asks for proof
- Blocked globally: prescription medication direct sales to consumers, weight-loss drugs (Ozempic, Wegovy, Rybelsus — added 2024/Q2), testosterone / HRT direct sales, fertility drugs
Gambling, betting, lottery
- Allowed: licensed operators in regulated markets — UK, Malta, Gibraltar, most EU, most US states (post-2018 PASPA), Kenya, Nigeria (with NLRC license), etc.
- Required: submit gambling license number during WABA onboarding; Meta verifies
- Blocked: any jurisdiction where gambling is illegal (UAE, Saudi Arabia, India except Sikkim/Nagaland, most of South Asia, parts of Africa)
- Template rules: no “guaranteed win” claims, no targeting users flagged as problem gamblers, self-exclusion lists must be honoured
Cryptocurrency
Meta’s position on crypto has shifted three times since 2020. Current (2025) rules:- Allowed: informational content, exchange-login alerts, price alerts, KYC verification prompts, regulated broker notifications
- Restricted: promotional / marketing templates for trading, leveraged products, NFT drops — require allow-listing with Meta via formal application
- Blocked: initial coin offerings (ICOs), celebrity-endorsed token promotions, airdrops, “get rich quick” framing, stable-coin investment promotions
- Templates: pre-approval via Meta’s financial-services review unit is needed if you want to market crypto services — expect 14+ business days
Financial services
- Allowed: banks, credit unions, neobanks, payment processors, money-transfer services, insurance (appointment / claim / payment reminders)
- Allowed with disclosure: loan products — must clearly state APR, must not target users flagged as vulnerable
- Blocked: payday loans > 36% APR in US (varies by state — Meta blocks globally), forex trading promotion (varies)
Multi-level marketing (MLM) / pyramid schemes
- Allowed: established MLM companies (Amway, Herbalife, Mary Kay) can use WhatsApp for distributor → customer order notifications
- Blocked: any template with “recruit friends for commission” framing, “passive income” promises, “join my downline” content
- Red flag: “network marketing opportunity” in the template body is an auto-reject
Pharma + supplements overlap
- Allowed: branded multivitamins, protein powders, commodity supplements
- Restricted: weight-loss, muscle-gain, sexual-performance supplements — blocked if the template promises results (“lose 20 lbs in 30 days”)
- Blocked: SARMs, peptides, research chemicals — regardless of marketing framing
Dating
- Allowed: mainstream dating apps (Tinder, Bumble, Match) for account notifications, match alerts, appointment reminders
- Blocked: adult-framed dating (“hookup apps”), escort services, sugar-dating
Political content
- Restricted: allowed for political parties, campaigns, and issue advocacy only with documented registration in the relevant jurisdiction
- Blocked during elections: Meta imposes temporary blackouts in specific countries during election windows (check Meta’s ad library disclosures)
- Blocked: election misinformation, voter suppression, fake impersonation of officials
What makes a template category fail
| Category | What Meta expects | Common auto-rejects |
|---|---|---|
| Authentication | OTP codes, login alerts, password resets, 2FA | Promotional language, discounts, any CTA beyond “verify” |
| Utility | Transactional — order update, appointment reminder, delivery ETA, payment receipt, tracking | Cross-sell / upsell language, coupon codes, “buy now” buttons |
| Marketing | Promotions, seasonal campaigns, re-engagement, abandoned cart | Any content that belongs in Prohibited / Restricted above, misleading offers |
| Service | Customer support responses | Actually a marketing template in disguise |
Opt-in requirements
WhatsApp requires prior explicit opt-in for all business-initiated messages. This is stricter than SMS in most jurisdictions.- You must collect opt-in at the point of data capture, not implied through a purchase or account creation.
- You must tell the user what they’re signing up for — order updates, marketing, alerts, etc. Over-collection triggers block reports.
- You must log and be able to produce opt-in evidence for any recipient within 30 days.
- Respect STOP / BLOCK immediately. Orbit auto-honours these — see Opt-out Handling.
Meta’s enforcement ladder
Violations don’t always result in immediate suspension. Typical escalation:- Template rejection — fix and resubmit
- Quality rating drop (Green → Medium → Low) — review sending patterns, slow down
- Messaging-limit tier downgrade — reduces daily unique recipient cap
- Temporary send pause (7 days) — common for cluster of user blocks
- WABA suspension — rare, hard to reverse; Meta reviews appeal within 14–30 days
- Business Manager banned — affects all your Meta assets (Instagram DMs, Messenger), essentially a platform exit
Appealing a rejection
For a template rejection:- Check the reason Meta returned (visible in the Orbit dashboard under the template).
- Edit the content, resubmit. Most rejections pass on second try if the issue is clear.
- Log in to Meta Business Manager → Notifications — the ban reason is there.
- Click Request Review. Provide business documentation supporting legitimate use.
- Expect 14–30 days. Keep your records of opt-ins, complaints handled, and policy alignment ready.
- Contact whatsapp-support@devotel.io — we maintain direct BSP-level escalation paths with Meta and can surface appeals that would otherwise sit in queue.
What we audit automatically
Orbit’s template submission flow pre-scans for known-bad signals and warns before you submit to Meta, saving you Meta reviewer time:- Banned keywords (e.g. “guaranteed win”, “lose weight in”)
- Unpaired formatting markers
- Missing / unused variables
- Category mismatch heuristics (marketing phrases in a utility template)