About WhatsApp sender information

Learn how to view and manage your WhatsApp Business Account (WABA) and phone numbers in Klaviyo. Managing your sender information helps you identify and resolve connection and sending issues.

WhatsApp Business Account

Go to Settings > WhatsApp > Sender information to manage your connected WhatsApp Business Account (WABA). From here, you can view your account status, manage numbers, adjust your primary sending number, and troubleshoot connection issues.

What you’ll see

For each WABA, Klaviyo shows the following information:

• Account name.
• Messaging limit (24-hour window).
• Connection status and any required actions.

Disconnecting your WABA

You can disconnect your WABA from Klaviyo at any time.

1. In the WhatsApp Account section, open the menu for your WABA and select Disconnect.
2. Review the warning, then click Disconnect to confirm.

WhatsApp phone numbers

Within the WhatsApp Phone Number section, you can see all numbers associated with your connected WABA.

Managing existing numbers

For each number, Klaviyo shows the following:

• Phone number.
• Quality score (High, Medium, Low, Unknown).
• Connection status.
• Available actions (such as Set primary number or Resubmit number).

Primary sending number

You can have 1 primary sending number at a time. This number is used for all outgoing WhatsApp messages unless otherwise specified. You can switch the primary number at any time.

Changing the primary number replaces your current sending number.

1. Under Inactive Phone Numbers, open the menu for the number you want to use and select Set primary number.
2. Click Set as primary to confirm.

Adding a new WhatsApp number

When adding a new number, you go through Meta’s Embedded Signup process.

Add a number to your connected WABA

During signup, Meta asks you to choose a WhatsApp Business Account. Make sure you select the same WABA that is already connected to Klaviyo. Otherwise, the number cannot be associated correctly and setup fails.

A successful setup makes the newly added number primary. After adding a number, check which number is primary before sending.

1. In the WhatsApp Phone Number section, click Add number.
2. Click Add number in the dialog to open Meta’s Embedded Signup process.
3. Complete Meta’s setup prompts, selecting the WABA already connected to Klaviyo. Then return to Klaviyo and check the number’s status.

Pending numbers

If your newly added number shows Pending, take the following actions:

Resubmitting a pending number also makes it your primary sending number. Do not resubmit the same number more than 3 times, or Meta may block it permanently.

1. Complete any follow-up steps in Meta.
2. If the number remains pending for more than 7 days, open the number’s menu under Inactive Phone Numbers and select Resubmit number. In the dialog, click Resubmit number to confirm.

After resubmitting, check the number’s status and which number is primary before sending.

Troubleshooting common issues

If your WABA or phone number shows an error, use these steps to resolve it.

Your WhatsApp account is already connected to another provider

WhatsApp numbers and WABAs cannot be connected to multiple platforms at the same time.

Fix: To migrate your existing number from another provider, create a new WABA for Klaviyo within the same Meta Business Portfolio. Follow the instructions for migrating from another WhatsApp provider.

Meta has disabled your account

Meta may disable WABAs for policy or security reasons.

Fix: Log in to your Facebook Business Manager and submit an appeal to Meta. Once the account is reinstated, return to Settings > WhatsApp > Sender information and check your account status.

Display name rejected

Meta can reject a display name that does not meet its naming guidelines.

To submit an updated display name in Klaviyo:

1. Select Edit for the affected number, or click Update in its display-name rejection banner, to open Edit Profile.
2. Enter a new Display name that follows the naming guidelines linked in the panel, then click Save.

Check the review status shown in the panel. If the name is still under review, wait for Meta’s decision before submitting another change.

Klaviyo could not associate its credit line

If the WABA cannot be linked to Klaviyo’s credit line, sending fails.

Fix: Click Contact support in the error banner for help with the failed connection. If Meta reports that the WABA already uses another payment method, you need a new WABA for Klaviyo. If you are migrating a number, follow the migration instructions to create it within the same Meta Business Portfolio.

Two-step verification (2FA) enabled on previous provider

If two-step verification is still turned on for a number from a prior provider, Meta prevents Klaviyo from connecting.

Fix: In your old provider or Meta Business Manager, turn off two-step verification for that number. Then return to Klaviyo and click Resubmit in the error banner.

Additional resources