Meta Fee Waiver FAQs

Neelke Stadler Updated by Neelke Stadler

What actually changed on April 1, 2026?

Meta has extended its Fee Waiver Programme for a further six months (April 1 – September 30, 2026), but has significantly narrowed it. The waiver now covers only utility and authentication templates, and only for organisations with active use cases in areas like health, crisis response, and civic engagement.

What this means in practice: Marketing templates are no longer covered for anyone — waiver or not. To send templates you need to purchase message credits on the Turn.io platform to prevent disruption. Continue reading to understand how message billing work, or get quick answers to your Meta Billing questions.

What happens if my organisation has fallen off the waiver entirely?

If you've been removed from the waiver, your template messages will now be charged at standard Meta rates. Your Turn.io subscription cost stays exactly the same, we haven't changed our pricing.

What this means in practice: You need to purchase and maintain message credits on Turn.io in order to send templates of any kind (via Reminders, scheduled Journeys or manually sending templates to re-initiate conversations via the Inbox). We don't add a markup on top of what Meta charges you. The only additional cost from Turn.io is a 5% payment processing fee to cover transaction costs.

Can I appeal Meta's decision to remove us from the Fee Waiver programme?

If you believe your organisation has been incorrectly removed from the Meta Fee Waiver, please complete this appeal form as fully as possible by April 17, 2026.

Before submitting, please note: if your organisation is in education, is for-profit, or has sent very low template volumes in recent months, it is likely that Meta's decision was intentional. An appeal in those cases is unlikely to succeed. If you still believe you have been incorrectly classified, Turn.io will collect all appeals and submit them to Meta on your behalf. Your appeal should be clear and to the point, aim for 150 words or less. A focused, well-evidenced case is more persuasive than a long one. 

I received a refund email — what happened?

Between April 1–8, 2026, a bug in our billing system caused some template messages to be counted twice, resulting in duplicate charges for a number of organisations on the waiver. We identified all affected accounts, calculated the exact amounts overcharged, and issued full refunds. Every impacted organisation has already been notified and credited directly to their Turn.io balance. If you were affected, you will have received a separate email from us. If you believe you were double-charged outside of this period or didn't receive a refund notification, please reach out to support.

Was this article helpful?

Is it possible to set-up WhatsApp on my phone using my turn.io number?

Meta Billing FAQ

Contact