When using Zalo as a platform to connect with customers through an Official Account (OA), there may be instances where the account gets locked. This can disrupt business operations or communication efforts. This section will delve into the details of how to identify a locked OA, the common reasons behind it, and the steps to resolve or prevent recurrence.
How to Identify If an OA Is Locked
To determine whether an OA has been locked, there’s a straightforward method. On Zalo’s OA management page, specifically at https://oa.zalo.me/manage/oa?status=0, tài khoản bị khóa sẽ được hiển thị với ký hiệu “khóa” rõ ràng. Ngoài ra, nó sẽ nằm trong mục “Đang bị khóa”, giúp dễ dàng phân biệt với các tài khoản đang hoạt động bình thường. Việc kiểm tra định kỳ trang quản trị này là một thói quen tốt để phát hiện sớm các vấn đề, tránh ảnh hưởng đến chiến lược marketing hoặc tương tác với người dùng. Nếu thấy ký hiệu này, cần tìm hiểu ngay nguyên nhân để có hướng xử lý kịp thời.
Common Reasons Why an OA Gets Locked
There are several factors that can lead to an OA being locked, typically related to non-compliance with Zalo’s regulations. Below is a detailed breakdown of the two most common groups of reasons, drawn from real-world cases.
Reason 1: Failure to Update Information Within the Specified Timeframe
One of the primary reasons for an OA being locked is the failure to update information as required by Zalo’s Administration Team (BQT). Zalo emphasizes maintaining accurate and transparent information to protect users and ensure platform quality. Specifically, when a notification is received requesting an update, the OA must comply within a set timeframe:
- For requests to update basic OA information, the deadline is 7 days from the date of notification. This may include editing the name, description, or other business-related details.
- For OA verification requests, the timeframe extends to 14 days. Verification typically requires submitting legal documents, such as a business license.
Failure to comply within these deadlines will result in the OA being automatically locked. In such cases, the locked account usually cannot be reactivated, and the only solution is to refer to Zalo’s OA registration guidelines and create a new OA from scratch. To aid this process, consult the detailed guide on naming Official Accounts for businesses (OA for enterprises), which helps avoid repeating past mistakes.
Additionally, when registering a new OA, it’s important to be aware of common issues that lead to update requests, rejections, or even immediate locking. These often stem from not adhering to initial standards:
- Invalid OA Name: Tên phải bao gồm tên doanh nghiệp hoặc thương hiệu rõ ràng. Ví dụ, nếu tên chỉ là chung chung như “Cửa Hàng” mà không gắn với thương hiệu cụ thể, nó sẽ bị coi là không hợp lệ. Điều này nhằm tránh nhầm lẫn và đảm bảo tính chuyên nghiệp.
- Invalid Profile Picture: The profile picture must comply with OA image regulations, avoiding offensive content, misleading advertisements, or copyright violations. A clear, brand-representative profile picture increases the chances of approval.
- Invalid Cover Photo: Similar to the profile picture, the cover photo must adhere to regulations, avoiding elements like violent imagery or unrelated content.
- Description Not Matching Registered Content: The OA description must directly relate to the registered industry and avoid offensive or inaccurate language. For example, registering as a fashion business but describing financial services will lead to rejection.
- Prohibited Products on Zalo: Zalo maintains a list of banned products, such as counterfeit goods, weapons, or illegal substances. Reviewing this list before registration is critical to avoid issues.
- OAs in Financial Services Without Valid Verification Documents: OAs related to financial services (e.g., credit, banking, pawnshops, securities) must submit valid permits during registration. Failure to do so results in immediate locking.
- Duplicate OA Names: If an OA with the same name has already been successfully registered using the same phone number, the new OA will be rejected to prevent duplication and protect ownership rights.
Understanding these points ensures a smoother registration process for a new OA, minimizing the risk of being locked due to basic errors.
Reason 2: Posting Content That Violates OA Operation Regulations
The second, and equally common, reason for an OA being locked is posting content that violates Zalo’s operational guidelines. The platform encourages positive and useful content but takes strict action against violations to protect its user community.
Specifically, if an OA posts articles or sends Broadcast messages containing illegal content, promoting prohibited products, offensive material, hostile/attacking content, or anything that negatively impacts the image of individuals or organizations, Zalo will intervene immediately. Initially, the offending post or Broadcast message will be removed, and a warning will be sent to the OA. This serves as an opportunity to revise and improve.
However, if violations persist after the warning, Zalo’s Administration Team will permanently lock the account. For example, content promoting prohibited items like e-cigarettes or posts attacking competitors could lead to such consequences. To avoid this, always review content before posting, ensuring compliance with Zalo’s community guidelines, such as respecting users, avoiding misinformation, and focusing on delivering genuine value to followers.
Solutions and Tips to Resolve and Prevent Issues
When an OA is locked, the first step is to accept the situation and learn from the mistake. For cases involving failure to update information, as mentioned, create a new OA and strictly adhere to regulations from the start. For content violations, develop a safer content strategy, possibly referencing Zalo’s guidelines on permissible content.
To prevent issues broadly, regularly monitor Zalo notifications, update information promptly, and review content before posting. These practices not only help avoid account locking but also enhance credibility and user engagement. Ultimately, Zalo is a powerful platform for business, but compliance is key to unlocking its full potential.
By following this, you’ll have a powerful Zalo OA. If you need more on optimizing Zalo OA for marketing and customer care, stay tuned for the next articles! Or to explore other Zalo features, follow this link. here.
Hãy liên hệ để được tư vấn thêm cách đăng ký Zalo OA – Nguyễn Hải – 0906.851.053 (Zalo)
