Important Notes: If your Whatsapp Business Account is currently connected to another provider via API, before you do anything, you must first ask your current provider to release your Whatsapp Business Account number, disable 2FA, and migrate your data. You can only link up with Lifesycle once this is done.
In order to send Whatsapp messages from Lifesycle, you MUST set up your payment method in Meta.
Payment methods can take up too 24 hours to sync with Meta.
In your business manager, go to the phone numbers tab, and add the payment method in from there. IT IS NOT THE SAME AS THE PAYMENT METHODS FOR ADDS AND OTHER META FEATURES.
Payment method used for Facebook/Instagram advertising is not automatically the same as the payment method for WhatsApp Business Platform. They both live within the Meta ecosystem, but each billing account can and must have its own payment method added/chosen.
You can also complete the above actions yourself by going to the Meta Business Manger and managing your WABA through it. Contact META if you need assistance with this.
If you have previously used your WhatsApp Business Account (WABA) with another provider, you must fully disconnect from that provider before linking to Lifesycle.
Business WhatsApp account cannot be created using a number that is already registered as a personal WhatsApp account. This is a restriction imposed by Meta (WhatsApp), not by Lifesycle.
If you use an e-sim, you must be able to receive an email or an sms from Meta during setup - so it must either be loaded into a phone or an app where you can receive the set up code. You must load it into a phone that does NOT have whatsapp, so that the number doesn't link up to whatsapp before recieving the code. Once you receive the code and are connected in LS, you can remove the sim.
WhatsApp treats personal and business accounts as separate account types, and a phone number can only be actively registered to one WhatsApp account at a time. To use a number for WhatsApp Business, the number must either:
Be a new number that has never been used with WhatsApp, or
Be migrated from a personal WhatsApp account to a WhatsApp Business account, which removes it from the personal account.
For businesses using the WhatsApp Business Platform (API), the number must be dedicated to business communications and can not continue to operate as a personal WhatsApp account simultaneously.
This ensures compliance with Meta's policies, enables business features such as automation, messaging templates, team access, and reporting, and helps maintain a clear separation between personal and business communications.
Meta requires a fully clean WABA, that is not connected to any devices or other services in order to connect with Lifesycle.
If a number is currently being used in the WhatsApp Business mobile app, Meta does not allow that same number to be connected to the WhatsApp Business Platform in the normal setup.
To keep all of your saved chats but have a clean WABA, first BACK UP ALL OF YOUR EXISTING WHATSAPP CONVERSATIONS.
Then go to your Whatsapp >> Settings >> Account >> Delete My Account.
THIS DOES NOT DELETE YOUR META WABA ACCOUNT. This will release the number from whatsapp on the device, allowing you to connect the WABA to Lifesycle through META. Remember, META needs a clean number with no active devices or other connections.
Once the above steps have been completed and the number is clean with no other connections, then follow the steps below.
In Lifesycle, go to Settings >> Communication Hub Settings
Then go to Whatsapp >> Whatsapp account.
Then click Add Whatsapp Account.
You will then be taken to a Meta page to add your account.
If you have previously used your WhatsApp Business Account (WABA) with another provider, you must fully disconnect from that provider before linking to Lifesycle.
While trying to connect your WhatsApp number to our system, you may see an error similar to: "This number is registered to another WhatsApp account."
This means Meta currently sees this phone number as already connected to an existing WhatsApp account. The number cannot be connected to our system until the existing registration is removed, released, or migrated correctly. This usually happens in one of these cases:
1. The number is currently used in the regular WhatsApp mobile app.
2. The number is currently used in the WhatsApp Business mobile app.
3. The number is already connected to a WhatsApp Business Platform / WhatsApp API account.
4. The number was previously connected to another provider or BSP.
5. The number exists inside your Meta Business Manager / WhatsApp Manager but has not been fully removed.
Step 1 — Identify where the number is currently registered.
Before making any changes, please confirm which situation applies to your number.
Scenario A — The number is used in the regular WhatsApp or WhatsApp Business mobile app If the number is currently active in the WhatsApp mobile app or WhatsApp Business mobile app, it may need to be removed from the mobile app before it can be registered with the WhatsApp Business Platform.
What to do on the phone where the WhatsApp account is active:
1. Open WhatsApp or WhatsApp Business.
2. Go to Settings.
3. Go to Account.
4. Select Delete my account.
5. Enter the phone number.
6. Confirm the account deletion.
Important: Simply uninstalling the app is not enough. The WhatsApp account must be deleted from inside the app. After deleting the account, try connecting the number again in our system.
Scenario B — The number is already connected to Meta WhatsApp Manager.
If the number was previously added to Meta Business Manager / WhatsApp Manager, it may still be attached to an existing WhatsApp Business Account.
What to do:
1. Go to Meta Business Suite.
2. Open Business Settings.
3. Go to Accounts.
4. Select WhatsApp Accounts.
5. Open WhatsApp Manager.
6. Find the WhatsApp Business Account that contains the phone number.
7. Go to the phone numbers section.
8. Select the affected phone number.
9. Delete or remove the phone number from that WhatsApp account if the option is available.
Meta does not always remove numbers instantly. In some cases, the number may remain temporarily unavailable after deletion.
Step 2 — Disable two-step verification.
If the number is on WhatsApp API If the number is already on the WhatsApp Business Platform / API, two-step verification can block migration or registration.
What to do In Meta / WhatsApp Manager:
1. Open Meta Business Suite.
2. Go to Business Settings.
3. Open WhatsApp Accounts.
4. Open WhatsApp Manager.
5. Select the WhatsApp account and phone number.
6. Find the Two-step verification setting.
7. Disable it if it is enabled.
If the number is managed by another provider, you may need to ask that provider to disable two-step verification for you.
Step 3 — Check whether the number can be deleted.
In some cases, Meta may not allow immediate deletion of a WhatsApp Business Platform phone number. This can happen if:
1. The number recently sent paid WhatsApp messages.
2. The number is still attached to an active WhatsApp Business Account.
3. The number is managed by another provider.
4. The current user does not have the correct admin permissions.
5. Meta is still processing a previous removal or disable request.
If the delete option is not available, please send us a screenshot of the WhatsApp Manager page showing the number and the available actions.
Step 4 — Try the connection again
After the number has been deleted, released, or made migration-ready:
1. Return to our system.
2. Start the WhatsApp connection flow again.
3. Select the correct Meta Business account.
4. Select or create the correct WhatsApp Business Account.
5. Enter the same phone number.
6. Complete the SMS or voice call verification.
Please make sure the phone number can receive SMS or phone calls during verification.
Important notes:
Do not delete your Meta Business Account
You do not need to delete your entire Meta Business Account.
Only the affected WhatsApp number or the old WhatsApp registration needs to be removed, released, or migrated.
Do not delete unrelated WhatsApp Business Accounts If your Meta Business Manager contains multiple WhatsApp accounts or numbers, only take action on the affected number.
Uninstalling WhatsApp is not enough If the number is used in the WhatsApp or WhatsApp Business mobile app, uninstalling the app does not release the number.
The account must be deleted from inside WhatsApp settings. Meta deletion is not always instant Even after deleting or removing a number, Meta may take some time before the number becomes available again for registration.
If you are using an eSIM
Using an eSIM does not prevent you from connecting your number to WhatsApp Business Platform. However, please make sure:
1. The eSIM is active on your device.
2. The phone number can receive SMS.
3. The phone number can receive voice calls.
4. The number is not currently active in the WhatsApp mobile app or WhatsApp Business mobile app.
5. The number is not already connected to another WhatsApp Business Platform / API provider.
If the number is still active in WhatsApp or WhatsApp Business mobile app, you may need to delete the WhatsApp account from inside the app first: WhatsApp / WhatsApp Business app → Settings → Account → Delete my account
Simply removing the eSIM from the phone, disabling the eSIM, or uninstalling WhatsApp is not enough.
The WhatsApp account must be deleted properly from WhatsApp settings. After deleting the existing WhatsApp account, please make sure the eSIM is still active and able to receive SMS or calls, then try the connection again.
Once your WhatsApp Business account is connected, a series of onboarding steps will run automatically in the background, including the installation of Lifesycle's default message templates into your Whatsapp Business Account.
During this process, the WhatsApp settings page will display "pending" statuses for phones, templates, and accounts.
Once everything shows green, WhatsApp is ready to use. Keep in mind that a template message must be sent first when initiating a conversation with a new contact. You can create their own templates or click "Sync All Templates" on the settings page to import any existing templates from your Whatsapp Business Account.
The green dot under quality rating is a rating to let you know whether your messages are being marked as spam.
Click Sync phone numbers to re-fetch any numbers linked to the meta account from whatsapp.
How to Manage Phone Numbers.
Click the "Phones" tab inside WhatsApp Settings to view connected numbers.
Use the "Assigned To" dropdown on each row to assign a number to the Company or a Branch.
If a phone number is missing, click "Sync Phone Numbers" to pull the latest list from Meta.
PLEASE NOTE:
VERIFIED required: A phone number must show VERIFIED status before it can send any WhatsApp messages. Unverified numbers are blocked by Meta.
Quality Rating alert: A red or yellow quality rating means recipients are marking your messages as spam. Review your messaging frequency and content immediately — continued poor quality can result in Meta restricting or banning the number.
How to Manage Your Account
Click the whatsapp account tab.
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.