If you see the error message “The account has been locked”, this is not due to an issue within Superchat itself. Instead, it is caused by restrictions or account checks on Meta’s side.
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This message can appear for different reasons. Unfortunately, Meta does not specify the exact cause when displaying this error, so you will have to review a few possible explanations.
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Below are instructions you can take to diagnose the problem and the steps you can take to resolve it.

Meta may temporarily restrict an account if it has been flagged for suspicious activity or has received too many spam reports.

This can happen, for example, if:

How to check:

In Meta Business Suite, go to Settings → WhatsApp Accounts and check the Account status.

You may see one of the following statuses:

Only the last three are relevant for when the 'Your account has been locked' error code appears.
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If the status is Approved, you should not be seeing this error. In this case, please contact us via Support Chat.
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If the status is Pending / In review, no action is required — this means that Meta is still reviewing the account and you simply need to wait for the process to complete. The process is usually completed within 72 hours.

If the status is Restricted, Disabled, or Action required, go to WhatsApp Manager.

In Phone numbers, you should then see a banner at the top of the page with more details about why the restriction was applied and what steps are needed next.
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Restricted or disabled statuses often come from the fact that various customers have reported messages from the business as spam. This is usually due to the company messaging too much, or not following an opt-in/opt-out strategy with campaigns.

For Action Required or In Progress statuses, the reason will usually be that your Business isn't verified, meaning information wasn't filled out in the set-up process. In this case, "Start verification" should be a clickable link next to it the status. You can follow this flow and fill in the information to complete the verification process.

In this case, the best next step is to request a review directly through Meta. This process is also known as a Meta review (sometimes also known as an appeal). Meta will then check the restriction and decide whether the account can be restored. You can find step-by-step instructions on how to do this here.

In rare cases, the message may appear due to a legitimate error or incorrect restriction from Meta.

This is likely the case when you cannot see 'Request review' in the Business Support home (Meta Business Suite) when there is an actual error.

If you have also completed the review process and Meta have responded with an unchanged verdict, there is scope to suggest that this it is a Meta error, although we cannot guarantee that the verdict will be changed.

If you believe the restriction was applied by mistake, please reach out to our Support Chat. Our team can take a closer look and guide you through the next steps.
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