Starting April 9, 2025, Meta automatically reclassifies WhatsApp template categories from Utility to Marketing if the template content contains promotional messages.

If this reclassification occurs, you may submit an appeal to Meta within 60 days through the Meta Business Support Home page. Each template can only be appealed once.

Furthermore, starting April 7, 2026, information regarding template category changes and the process to confirm these changes will be available directly through Mekari Qontak. With this update, you will be required to confirm the template category change before sending Campaigns and Follow Up Messages through Qontak.

To ensure that the templates you create remain aligned with the selected category, you can follow the guidelines provided by Meta below.

• Format Template Marketing
• Format Template Utilitas

A. How to See the List of Templates That Require Category Confirmation

1. Log in to your Qontak account, then select the Campaign menu.
   
2. Click "Templates" tab.
   
3. Then click "WhatsApp" tab.
   

4. If you have templates that require confirmation due to a category change, a yellow banner will appear as shown below.
   

5. Click "Show updated template category" on the banner to display the list of templates that require confirmation.
    

6. Alternatively, you can filter the templates by clicking "All Categories", then select "Updated Categories" to display templates that require confirmation.
   

7. Templates with category changes that require confirmation will display a warning icon next to the template category name.
   

8. Click the template name, or click "Action" then select "View detail" to open the template detail page.
   
9. On the template detail page that requires confirmation, you can perform the following actions:

   • Confirm update. Confirm the template category change.

   • Appeal to META. Go to the Meta Business Support Home page to submit an appeal.

   • See category history. View the history of template category changes.
     

B. Confirming a Template Category Change (Confirm Update)

You can confirm a template category change (Confirm Update) if you agree with the category reclassification determined by Meta.

Important
- Templates with unconfirmed category changes cannot be used to send Campaigns and Follow-up Messages.
- After confirming the category change through Mekari Qontak, you can still submit an appeal to Meta within 60 days from the template creation date, with a maximum of one appeal per template.

In this case, you can confirm the template category change through:

1. The template detail page
2. The campaign creation page

B.1. Confirming a Template Category Change Through the Template Detail Page

Follow the steps below to confirm the template category change.

1. On the template detail page that requires confirmation, you will see the current template category and the latest category change information displayed below the category name.

2. Click "Confirm update" if you agree with the template category assigned by Meta.
   

3. The system will then verify whether the current template category status matches the data from Meta.

4. If the information does not match, you will see the following message.
   

5. Click "Confirm update" again to reconfirm the current category.

   This condition may occur if Meta fails to send the updated template category information when an appeal submitted to Meta has been approved.

6. A pop-up notification will then appear indicating that the template category change has been successfully confirmedA pop-up notification will then appear indicating that the template category change has been successfully confirmed.
   

B.2. Confirming a Template Category Change Through the Campaign Creation Page

If you select a template that requires confirmation due to a category change by Meta on the campaign creation page, you must first confirm the update (Confirm update) before you can send the campaign. Follow the steps below.

1. You will see a yellow banner like the one shown below when the selected template requires confirmation.
   

2. Then, click "Confirm update".

3. The system will perform a verification to ensure that the current template category status matches the data from Meta.

4. If the information does not match, you will see the following message.
   

5. Click "Confirm update" again to reconfirm the current category.

   This condition may occur if Meta fails to send the updated template category information when an appeal submitted to Meta has been approved.

6. A pop-up notification will then appear indicating that the template category change has been successfully confirmed.

C. Submitting an Appeal to Meta

If you believe that the template category you selected already matches the message content and you do not agree with the category change made by Meta, you can choose one of the following options:

1. Delete the template and create a new one following the template guidelines provided by Meta. See the Utility template format example. 

2. Submit an appeal to Meta through the Meta Business Support Home.

Important
- You can only submit one appeal per template.
- Meta does not send notifications regarding the appeal status, whether it is in progress, rejected, or approved. To check the latest status, you need to review it directly on the Meta Business Support Home page.
- Alternatively, you can click "Confirm update", and the Qontak system will check directly with Meta to retrieve the latest category of your template. If the appeal is approved and the template category changes again, you will be directed back to the initial step and will need to reconfirm the template category change.

Follow the steps below.

1. On the template detail page that requires confirmation, you will see the current template category and the latest category change information displayed below the category name.

2. Click "Appeal to Meta" and you will be redirected to your Meta Business Support Home page.

   Make sure you are logged in to your Facebook account before clicking "Appeal to Meta", so the system can redirect you to the correct Business Support Home page based on your Business ID and WABA ID.

3. You will then be directed to the following page.
   
4. On this page, you can view the list of templates based on their appeal status as follows:

   • "Available for review" tab.Displays templates whose categories were changed by Meta and are eligible for appeal. You can select the templates you want to appeal and click "Request review" to submit the appeal to Meta.
     

   • "In review" tab. Displays templates that have already been appealed and are currently being reviewed by Meta.
     

   • "Reversed" tab. Displays templates whose appeals have been approved by Meta, and the category has been reverted to the original category.
     

     Ignore the "Updated to marketing" status. Always verify the final template status through WhatsApp Manager > Manage Templates to confirm the final category of your template. In the example below, the category has been successfully reverted to Utility. 
     

   • "Unchanged" tab. Displays templates whose appeals were rejected by Meta.
     
     

5. If the appeal process has been completed and Meta has provided the review result—whether approved (reversed) or rejected (unchanged)—you must return to the Qontak page and click "Confirm update" so the template can be used to send Campaigns and Follow-up Messages.

D. Checking the Template Category Change History

You can check the category change history by clicking "See category history" for templates that have experienced category changes. 

Templates that have not experienced any category changes will only display the creation date and the date when the template was approved by Meta.

On the template detail page, for templates that have experienced category changes, you can see the activity history as follows: