Zalo Official Account is a powerful tool to help businesses connect and interact with customers. However, having your account locked will disrupt business operations. So, what are the regulations for handling Official Account violations? Why is OA locked and how to unlock Zalo OA and continue operating? Let's find the answer in this article!
Why was the Zalo OA (Zalo Official Account) account locked?
Invalid OA name
One of the common reasons leading to a Zalo OA account being locked is an invalid account name. This happens when the OA name does not include the business or brand it represents. The OA name must clearly and accurately reflect your business so that users can easily recognize it. Incorrect naming can cause confusion or loss of customer trust. In addition, Zalo requires OA names to comply with naming regulations, not containing inappropriate or misleading words. If your OA account does not meet these requirements, your account is at risk of being locked.
Invalid profile picture
The profile picture is an important factor that helps users recognize your OA account. If the profile picture violates Zalo's regulations, such as using unrelated images or containing offensive content, the Zalo OA account may be locked. Zalo requires that the profile picture clearly displays the business's logo or symbol to create professionalism and trust. If the image does not comply with the regulations, the system will review and may decide to lock the account to ensure that content on the platform is always appropriate for all users.
Invalid cover photo
Similar to the profile picture, the OA account's cover photo must also comply with strict image regulations. The cover photo needs to accurately convey the business's message and must not contain content that violates the law or community guidelines. In some cases, the cover photo may contain advertising information, but it must ensure that it does not cause offense or affect other users. If this regulation is violated, having your Zalo OA account locked will be an unavoidable consequence. Using an inappropriate cover photo not only affects account operations but also damages the business's reputation.
Description does not match the registered content
The OA account description must be appropriate to the content that the business registered from the beginning. If the description is unrelated to the business field or contains inappropriate words, the system may consider this a violation and lead to the Zalo OA account being locked. The description is an important factor that helps users better understand your services or products, so providing inaccurate or ambiguous information can cause confusion and reduce the quality of user experience. To avoid having your account locked, make sure your OA description is always clear and directly related to the registered business sector.
Product is prohibited from being displayed on Zalo
Zalo has strict regulations on the types of products allowed and prohibited from being promoted on its platform. If the OA account promotes or sells products that violate this policy, such as counterfeit goods, banned items, or unsafe products, the OA account may be locked immediately. These products not only harm users but also affect Zalo's reputation as a healthy commercial platform. To protect your account, businesses need to ensure that all products and services promoted on OA strictly comply with Zalo's regulations.
OA belongs to financial services but does not provide a valid license
OA accounts related to financial services such as credit, banking, or securities must submit valid authentication licenses when creating an account. Zalo requires these industries to have legal verification to ensure transparency and protect users. If your business does not submit sufficient authentication documents, the system will not approve the account and may lock the account if violations are detected. This is especially important in sensitive areas related to money and financial transactions, where Zalo is committed to protecting consumer rights.
Violation of content and broadcasting regulations
An important reason why a Zalo OA account is locked is due to content violations when posting articles or broadcasting media messages (Broadcast). Content that is illegal, offensive, hostile, or attacks individuals or other organizations can all cause your account to be locked. Zalo has very strict policies regarding the content shared on its platform to maintain a healthy and positive environment. If you violate multiple times after receiving warnings, your account may be permanently locked.
Regulations on handling violations of Zalo Official Account accounts
Violation warning from Zalo OA
When signs of violation are detected from an OA account, the Zalo OA Admin Board will send a warning to the administrator or relevant partner. This warning is usually sent via document, email, or message notification from the “Zalo Official Account” account with the aim of requesting the relevant party to cooperate in checking and remedying the issue. This is the first step to help administrators clearly understand the situation and proactively handle violations before stronger measures are applied.
Termination of Zalo OA service
If the violation is not remedied or continues, Zalo OA may decide to suspend service provision. This means the OA account will be restricted from accessing one or more features or services of Zalo Official Account. Service suspension not only affects the ability to interact with users but also causes serious disruption to business activities on the platform.
Temporarily or permanently disabling OA account
In more serious violation cases, the Zalo OA Admin Board has the right to disable the OA account for a fixed period, such as 2 weeks or 4 weeks, or even permanently if the violation is too severe. This disabling is the last measure to prevent continued violations and ensure a safe, healthy Zalo environment for all users.
Restricting all business services on Zalo OA
If the violation is systemic or related to a business with multiple OA accounts, Zalo may apply restrictions to all Zalo Official Account services that the business is using. This can affect not only a specific OA but also all other OAs under the same managing entity, causing significant damage to the business in maintaining operations on the platform.
How to fix a locked Zalo OA account
Contact Zalo hotline directly
When you discover that your Zalo OA account is locked, the fastest way to resolve it is to contact Zalo's hotline directly at: 1900.561.558. Through this call, you can inform Zalo staff about the locked account status and request support. This is a direct way to present the issue, helping the hotline staff provide timely solutions and quickly reopen the OA account if there is a mistake or system error.
Chat with Zalo support team
If calling the hotline is inconvenient, you can choose to chat directly with Zalo's support team right in the app. To do this, simply go to settings, select “About Zalo” and click on “Online Support”. Here, you can directly discuss with staff about the issue of your Zalo Official Account (Zalo OA) being locked. This allows you to send detailed information about the account status and receive quick support from the support staff.
Send a support ticket via email
Another way to resolve the OA account being locked is to send an email through Zalo's support system at https://zalooa.freshdesk.com/support/tickets/new. In this email, you need to provide full information such as contact email, subject, service needing assistance (OA account locked), and a detailed description of the issue your account is facing. Providing specific and clear information will help the support team process your request more effectively.
Commitment
In summary, understanding and complying with Zalo OA account regulations is extremely important to avoid being locked out. If you encounter this issue, calmly contact Zalo's support team for specific guidance. Having a stable Zalo OA will help your business reach customers more effectively and build a successful brand.
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