Good afternoon!

Before the New Year, we clarified with you several times (I am attaching screenshots) whether the new Meta policy would affect automations via reels and direct. We were informed that ManyChat is officially approved by Instagram and that we would not face a block unless we used offensive language or other violations of Meta's policies in our broadcasts.

However, this week we sent out a broadcast via Instagram and received a 3-day block. As a result, we are unable to communicate with our audience, and our business account is at risk of being blocked. Now, with this block in place, our account is under even higher risk, and we could be blocked again.

If broadcasts are not allowed under the new rules, why is this feature still available in ManyChat if it doesn’t comply with the new requirements? And why weren't we warned that broadcasts are now prohibited?

We could have lost our main business account and sales source.

In this regard, we request compensation for the block (a discount for next month’s use of ManyChat), as we have been unable to communicate with our subscribers via direct for the past three days.

Also, we would appreciate a detailed guide – which we’ve been requesting from you since December – on how to use ManyChat in light of Instagram's new rules.

We hope for your understanding, as we were not warned about possible blocks and we received confirmation from you that they would not occur, since the service is officially approved by Meta.

Our broadcast was not offensive – it was an announcement of a promotion for the holiday.

We specifically clarified with you several times in advance on how to work under the new rules, and in the end, you misled us instead of providing clear instructions, which led to the block.

We are waiting for your feedback.