This guide will walk you through connecting a WhatsApp Business number to Lifesycle.

The connection is made through Meta, so there are a few things you'll need to check before starting.

Before You Start

Before attempting to connect WhatsApp to Lifesycle, please make sure you have:

Access to your company's Meta Business Manager
The correct permissions to manage your company's WhatsApp account
Access to the phone number you want to connect
The ability to receive an SMS or phone call on that number during setup
A payment method available to add to your WhatsApp Business Account in Meta

⚠️ Is this number already being used for WhatsApp?

This is important.

The number you connect to Lifesycle needs to be available for use with the WhatsApp Business Platform.

If the number is currently:

Being used in the normal WhatsApp app
Being used in the WhatsApp Business app
Connected to another WhatsApp provider
Connected to another WhatsApp API service

Do not start the Lifesycle connection yet.

You'll need to prepare or migrate the number first. See "I'm already using this WhatsApp number" below.

Step 1 – Go to WhatsApp Settings in Lifesycle

In Lifesycle, go to:

Settings → Communication Hub Settings

Then select:

WhatsApp → WhatsApp Account

Then click Add Whatsapp Account.

You will then be taken to a Meta page to add your account.

Step 2 – Sign in to Meta

When prompted, make sure you select the correct business.

You'll then be taken through Meta's WhatsApp setup process.

Follow the instructions provided by Meta to select or create your WhatsApp Business Account and add your phone number.

Step 3 – Verify Your Phone Number

Meta will ask you to verify the phone number you're connecting.

You'll need to receive a verification code by SMS or voice call.

Make sure you have access to the number before starting this part of the setup.

Using an eSIM?

That's fine.

Your eSIM just needs to be active somewhere that allows you to receive the SMS or phone call containing Meta's verification code.

The number must not currently be active within the WhatsApp or WhatsApp Business mobile app.

Step 4 – Add Your WhatsApp Payment Method

To send WhatsApp messages from Lifesycle, you must have a payment method set up for your WhatsApp Business Account in Meta.

⚠️ This is separate from your Facebook or Instagram advertising payment method.

Having a card registered with Meta for Facebook or Instagram advertising does not automatically mean it is registered for WhatsApp.

In Meta Business Manager, locate your WhatsApp Business Account and its phone number, then add the required payment method.

Please be aware that payment information can take up to 24 hours to sync with Meta.

Step 5 – Return to Lifesycle

Once your WhatsApp Business Account has been connected, Lifesycle will automatically begin setting everything up in the background.

This includes installing Lifesycle's default WhatsApp message templates into your WhatsApp Business Account.

During this process, you may see Pending against:

Account
Phone
Templates

This is normal while setup is taking place.

When is WhatsApp ready?

Once everything displays green, your WhatsApp connection is ready to use.

Your phone number must show as VERIFIED before Meta will allow messages to be sent.

TROUBLESHOOTING

I'm Already Using This WhatsApp Number

If your number is already being used for WhatsApp, there are some additional steps you may need to complete before connecting it to Lifesycle.

My number is connected to another WhatsApp provider

If another provider currently manages your WhatsApp Business Account/API connection, you'll need to contact that provider before connecting to Lifesycle.

Ask them to:

Release the WhatsApp Business number
Disable two-step verification (2FA) if required
Complete any necessary migration/release process

Do not attempt to connect the number to Lifesycle until the previous connection has been properly released.

My number is currently being used in WhatsApp or WhatsApp Business on a phone

A number cannot remain registered in the WhatsApp/WhatsApp Business mobile app while also being connected to Lifesycle through the normal WhatsApp Business Platform setup.

⚠️ Before making any changes, make sure you understand what will happen to your existing WhatsApp account and conversations. Back up anything you need to retain.

Simply uninstalling WhatsApp will not release the number.

The existing WhatsApp registration may need to be removed from within:

WhatsApp → Settings → Account → Delete my account

This releases the number from its existing WhatsApp registration so it can be connected through Meta.

Do not delete your Meta Business Account.

You are only dealing with the WhatsApp registration/affected phone number.

If you're unsure whether this applies to your setup, please contact us before deleting anything.

"This number is registered to another WhatsApp account"

If you see this message during setup, Meta believes the number is still registered somewhere else.

It could be:

Registered in the normal WhatsApp app
Registered in the WhatsApp Business app
Connected to an existing WhatsApp Business Platform/API account
Connected to another WhatsApp provider
Attached to another WhatsApp Business Account inside Meta

You'll need to identify where the number is currently registered and release it before trying again.

If the number appears in Meta WhatsApp Manager

Go to: Meta Business Suite → Business Settings → Accounts → WhatsApp Accounts → WhatsApp Manager

Locate the WhatsApp Business Account containing the number.

Go to the Phone Numbers section and select the affected number.

If appropriate, remove the old registration.

⚠️ Only make changes to the affected WhatsApp number. Do not delete your entire Meta Business Account or unrelated WhatsApp accounts.

Meta may also take some time to make a number available again after it has been removed.

Two-step verification is stopping the connection

If the number has previously been used with the WhatsApp Business Platform/API, two-step verification may prevent it from being migrated.

In Meta/WhatsApp Manager, locate the affected phone number and check its Two-step verification settings.

If another provider manages the number, you may need to ask them to disable this for you.

I can't remove the number

Meta may prevent a number from being removed immediately.

This can happen if:

The number recently sent paid WhatsApp messages
It's still attached to an active WhatsApp Business Account
Another provider manages it
You don't have the necessary Meta administrator permissions
Meta is still processing a previous change

If you're unable to remove the number, please send our support team a screenshot of the WhatsApp Manager page showing the number and the options available to you.

Managing Your WhatsApp Numbers in Lifesycle

Once connected, go to the Phones tab inside WhatsApp Settings.

Here you'll see the phone numbers connected to your account.

Use Assigned To to assign each number to the appropriate:

Company
Branch

If a number you've added in Meta isn't showing, click Sync Phone Numbers.

This asks Lifesycle to retrieve the latest numbers from Meta.

VERIFIED status

Your number must show VERIFIED before it can send WhatsApp messages.

If it isn't verified, Meta will prevent messages from being sent.

Managing Whatsapp Account

Go to whatsapp in the communication centre and then click whatsapp account.

What you'll see

Account ID: Unique identifier for your Meta WhatsApp Business account.

Tier (TIER_2K): Your current messaging tier. TIER_2K allows up to 2,000 messages per day.

Daily Limit counter (e.g. 2000 / 2000): Shows messages sent vs. the daily cap. Resets every 24 hours.

"Re-Allow WhatsApp" button: Click this to reconnect if the account shows as disconnected.

"Usage Summary" button: Opens analytics showing how many messages have been sent over time.

"+ Add WhatsApp Account" button (pink): Links an additional WhatsApp Business account.

To manage:

Monitor the Daily Limit counter — once it reaches your cap, no further messages can be sent until the next day's reset.

If your account appears disconnected, click "Re-Allow WhatsApp" to restore the API connection.

Click "Usage Summary" to review historical send volumes and spot patterns.

PLEASE NOTE:

TIER_2K limit: Your account can send up to 2,000 messages per day.
If you need a higher limit (e.g. TIER_10K), you must apply through Meta Business Manager — this is not configurable in Lifesycle directly.

Never ignore a disconnected account: If disconnected, all automated WhatsApp messages (reminders, confirmations, campaigns) will silently fail — clients will not receive them and no error will be shown.

BETA - Whatsapp Business Account Integration