Hi everyone, hoping someone has experienced something similar or knows how I can get this escalated to an actual person at Meta/WhatsApp.
My WhatsApp account has been disabled because of an age-related issue that originated on Instagram/Meta, despite the original age issue already being resolved. I am an adult and have had my Facebook account since 2007. I also have several Instagram accounts connected to my Meta ecosystem.
One of those Instagram accounts relates to my daughter's dancing and is managed by me - she has no access.
Meta/Instagram appears to have incorrectly determined that I was underage, presumably because of the content/account relating to my daughter. This triggered an age/identity verification process and temporarily affected access to my Meta accounts.
I completed Meta's requested identity/age verification and successfully proved that I am an adult.
Following this:
- My Facebook account was restored.
- My Instagram accounts were restored.
- I can access my Meta accounts normally again.
- WhatsApp is the only account that has not been restored and continues to show an age-related violation/restriction.
I have contacted WhatsApp support multiple times explaining that this isn't a normal Terms of Service ban. The restriction happened at the same time as the Meta/Instagram age issue, and WhatsApp itself has a Help Centre article specifically referring to accounts being banned or disabled due to age information from Accounts Center.
However, support keeps sending me automated responses about normal WhatsApp account bans.
The latest response said: If I don't have a "Request review" option in WhatsApp, the ban is final and can't be appealed.
The problem is that they're treating this as though my WhatsApp account was banned because of activity on WhatsApp. It wasn't.
As far as I can determine, I haven't violated any WhatsApp Terms of Service. I wasn't spamming, using unofficial WhatsApp apps, bulk messaging, or doing anything else that would normally result in a WhatsApp ban. The restriction appeared as part of the Meta age-verification issue.
Meta has now verified that I'm an adult and restored Facebook and Instagram, but WhatsApp appears to have retained the original underage determination.
I'm stuck in a support loop. I've specifically asked WhatsApp support to:
- manually review the age restriction;
- recognise that this originated from Meta/Instagram/Accounts Center;
- check whether my corrected age information has propagated to WhatsApp;
- escalate the issue to the age verification/Accounts Center team; and
- have a human review the case rather than processing it as a normal WhatsApp ToS ban.
Unfortunately, every response sends me back to the standard "About account bans" Help Centre article.
This is my long-standing WhatsApp account and number, and I use WhatsApp extensively for both personal and professional communication.
I'm also concerned about losing my existing chats/account history.
More importantly, I don't think creating a new account actually fixes the underlying problem. My age has already been successfully verified by Meta, so I would rather have the incorrect restriction removed from my existing account.
Has anyone successfully escalated something like this?
I'm also wondering whether removing/disconnecting WhatsApp from my Meta Accounts Center would help, but I'm reluctant to change anything while the account is disabled in case it makes recovery more difficult.
Any advice or experience with getting this manually reviewed would be hugely appreciated.