> For the complete documentation index, see [llms.txt](https://docs.cekat.ai/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.cekat.ai/en/additional-information/facebook-business-manager-access-and-issues-guide.md).

# Facebook Business Manager Access and Issues Guide

### **How to give admin access in Facebook Business Manager**

1. Go to [business.facebook.com](https://business.facebook.com/)
2. Open **Settings**.
3. Under **People**, click **Invite People**.
4. Grant the access needed.

***

### **Issue #1: Follow-ups aren't being sent**

* **Question:** Why aren't my follow-ups being sent? Why aren't the messages I send from Cekat reaching WhatsApp?
* **Answer:** Your credit card hasn't been added or registered yet. Check whether a payment method has been set up. You can visit the [Billing Hub](https://business.facebook.com/billing_hub/accounts) for more information.

  <figure><img src="https://3693109682-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FZNZlvyOVkZXyd3pz2Cql%2Fuploads%2FPVEO8BqeRuVZYKUBuxJ3%2FScreenshot%202025-01-16%20at%2012.29.46%E2%80%AFAM.png?alt=media&#x26;token=2b78f2b6-d4d4-4f35-a2be-7f3061f353b3" alt="" width="375"><figcaption></figcaption></figure>

### **Issue #2: WhatsApp account banned**

* **Why accounts get banned:**
  * Legal status, the Business Manager (BM) name, the WhatsApp account name, the display name, unclear products, spam, the website, or a poor BM history.
* **How to deal with a ban:**
  * **Request an unban:** go to [Request Unban](https://business.facebook.com/wa/manage/phone-numbers/), click the red text in the pop-up and choose **Request Review**.
* **If you want to create a new BM:**
  * To delete a WhatsApp Business account, go to [WhatsApp Account Settings](https://business.facebook.com/latest/settings/whatsapp_account) and choose the account you want to delete.
  * To delete a Business Manager, go to [business.facebook.com](https://business.facebook.com/), open **Settings**, choose **Business Portfolio Info** and click **Permanently Delete Business** at the top right.
  * **How to change your website correctly:** go to [Settings](https://business.facebook.com/settings), choose the right BM, then open **Business Info** and edit **Business Details**.

### **Issue #3: WhatsApp template rejected**

**Question:** Why was my WhatsApp template rejected?

Answer:

1. **Incorrect variable parameter format**
   * Make sure variable parameters use the right format: {{1}}, {{2}} and so on.
   * Avoid special characters such as #, $ or %.
   * Parameters must be in order, with no mistakes in the curly braces.
2. **Breaking WhatsApp's Commerce Policy**
   * Templates are rejected if they break WhatsApp's Commerce Policy.
   * Avoid offering goods or services the policy doesn't allow.
   * Make sure descriptions, prices, fees, taxes and legal disclosures comply with the policy.
3. **Breaking WhatsApp's Business Policy**
   * Don't ask for sensitive information such as full payment card numbers or national ID numbers.
   * Asking for partial information, such as the last four digits of a social security number, is allowed.
4. **Duplicate templates**
   * A template that duplicates an existing one will be rejected.
   * OTP (one-time password) templates are the exception.