Why an Import Might Be Rejected (and How to Fix It)
Why imports get rejected
WhatsApp is strict about marketing consent. If your list doesn’t show explicit, WhatsApp-specific opt-in with verifiable proof, Coco may pause or decline the import to protect your WhatsApp account quality and prevent policy violations.
Don’t keep retrying the same import with the same evidence. Repeated attempts with unclear consent can increase risk flags and delay approval.
The 3 most common blockers (and the fix)
1) No explicit WhatsApp opt-in
What it looks like
Your list contains phone numbers collected for SMS, email, orders/shipping, or customer service, but not explicitly for WhatsApp marketing.
The opt-in language says “text messages” or “marketing messages” without naming WhatsApp.
Consent came from a channel that doesn’t clearly include WhatsApp (e.g., a generic newsletter signup).
Why this blocks an import
WhatsApp marketing requires consent that is specific and informed. If a subscriber never agreed to receive WhatsApp marketing, importing them as WhatsApp subscribers is not considered compliant.
Remediation steps
Segment your export into two groups:
Group A: Subscribers with clear WhatsApp opt-in language and proof.
Group B: Everyone else (SMS-only, email-only, transactional collection, unclear wording).
Only Group A should be submitted for import.
Collect a fresh, explicit opt-in that clearly names WhatsApp (and your brand). Use a WhatsApp-specific opt-in flow so consent is unambiguous.
After you’ve collected WhatsApp-specific opt-ins, export a clean list that includes only those subscribers and the supporting proof fields where available.
If your current provider can’t store “WhatsApp opt-in” as a distinct field, keep a separate, auditable record (e.g., timestamp + source + exact consent text) and only import contacts you can substantiate.
2) Insufficient proof (consent can’t be verified)
What it looks like
You can say how you collected opt-in, but you can’t produce evidence (screenshots, forms, logs, or a clear trail) that matches the imported subscribers.
Opt-in data is missing key details (e.g., no timestamp, no source, no consent language, no capture method).
Proof exists but is too generic (e.g., “they opted in on our site” with no form version or wording).
Why this blocks an import
When consent is challenged (by audits, complaints, or platform review), you need to show who opted in, when, how, and to what (the exact consent statement). Without that, the list can’t be treated as compliant for WhatsApp marketing.
Remediation steps
For each opt-in source you plan to import from (checkout, pop-up, landing page, etc.), gather:
The exact consent language shown at the moment of opt-in (including WhatsApp mention).
The capture mechanism (checkbox, form field, button copy, etc.).
A timestamp for opt-in (per subscriber when possible).
The source (URL, campaign name, form name, or platform).
Make sure your evidence can be matched back to the subscribers you’re importing (for example, by email/phone, submission ID, or platform event logs).
If some contacts have incomplete evidence, exclude them from the import and re-collect opt-in through a WhatsApp-specific flow.
Strong proof is usually a combination of (1) the opt-in language used and (2) subscriber-level records like timestamp + source. If you only have screenshots without subscriber-level data, or subscriber-level data without the wording, imports can stall.
3) Mixed-channel consent (SMS/email consent submitted as WhatsApp consent)
What it looks like
Your export has a single field like
marketing_opt_in = truebut doesn’t specify the channel.Subscribers opted into SMS (or email) and are being treated as WhatsApp subscribers.
Consent language bundles channels together without clarity (e.g., “by providing your phone number you agree to receive marketing messages” with no WhatsApp mention).
Why this blocks an import
WhatsApp consent can’t be inferred from another channel. Even if a subscriber is happy to receive SMS, that does not automatically mean they agreed to WhatsApp marketing.
Remediation steps
Update your list logic so you can clearly label contacts as:
WhatsApp opted-in (explicit)
SMS opted-in (only)
Email opted-in (only)
Unknown/unclear
Only import the WhatsApp opted-in segment.
Ensure the opt-in text explicitly names WhatsApp so future subscribers don’t end up in a mixed-consent bucket.
For contacts who opted into SMS/email but not WhatsApp, run a WhatsApp-specific opt-in campaign and only import those who complete it.
Fast self-check before you submit an import
Consent text: Does it explicitly mention WhatsApp?
Subscriber-level evidence: Do you have timestamp and source for each imported subscriber (where possible)?
Channel clarity: Can you confidently say these people opted into WhatsApp marketing (not just SMS/email)?
Scope control: Are you excluding any “unknown” or “unclear” records rather than trying to import everything?
If a subscriber’s consent is unclear, do not import them “just to try.” Exclude them and re-collect a clean WhatsApp opt-in instead.
Examples: what’s usually acceptable vs. not
A signup/checkout opt-in that explicitly states WhatsApp marketing + your brand name, with a stored record of opt-in timestamp and source.
Documented double opt-in flow where the subscriber takes a clear second step to confirm on WhatsApp (with logs).
A WhatsApp-specific opt-in link or ad flow where the subscriber starts a WhatsApp conversation and is informed about marketing messages.
Phone numbers collected for order updates, delivery, returns, or customer support only.
“SMS opt-in” lists (even with excellent SMS proof) without WhatsApp-specific language.
A generic “marketing opt-in” flag that doesn’t specify WhatsApp and can’t be tied back to the consent wording shown.
Related guides in this import section
What counts as valid opt-in and what proof is required.
Required fields, formatting, and how to include consent evidence.
Compliant ways to grow your list when imports aren’t possible.
Other non-compliance delays (formatting, duplicates, country codes, etc.).