About WhatsApp sender information
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Admin or Owner permissions required to manage WhatsApp sender settings.
Learn how to view and manage your WhatsApp Business Account (WABA) and phone numbers in Klaviyo. Managing your sender information ensures your WhatsApp integration stays connected and messages send correctly.
WhatsApp Business AccountWhatsApp Business Account
The Sender Information tab in your WhatsApp settings is where you 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 seeWhat 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.
Disconnecting your WABA removes your integration with Klaviyo. You will not be able to send through Klaviyo until you reconnect.
WhatsApp phone numbers
Within the WhatsApp phone numbers section, you can see all numbers associated with your connected WABA.
Managing existing numbersManaging existing numbers
For each number, Klaviyo shows the following:
- Phone number.
- Quality score (High, Medium, Low, Unknown).
- Connection status.
- Available actions (such as Set as primary or Resubmit).
Primary sending number
You can have one 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.
Adding a new WhatsApp numberAdding a new WhatsApp number
When adding a new number, you go through Meta’s Embedded Signup process.
Important step: select the correct 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.
Pending numbersPending numbers
If your newly added number shows Pending, take the following actions:
- Complete any follow-up steps in Meta.
- Click Resubmit in Klaviyo to retry linking the number after resolving the issue.
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 providerYour WhatsApp account is already connected to another provider
WhatsApp numbers and WABAs cannot be connected to multiple platforms at the same time.
Fix: Disconnect the WABA from the previous provider. If the previous provider cannot be reused or you want a clean setup, create and connect a new WABA during Meta’s setup flow.
Meta has disabled your accountMeta 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 Klaviyo and refresh your connection.
Display name rejectedDisplay name rejected
Phone numbers require an approved display name.
Fix: Open the number in your WABA and resubmit the display name for review. Then click Resubmit in Klaviyo once Meta approves it.
Klaviyo could not associate its credit lineKlaviyo could not associate its credit line
If the WABA cannot be linked to Klaviyo’s credit line, sending fails.
Fix: Disconnect your WABA from Klaviyo and go through the set up flow again. Choose to create a new WABA during signup.
Two-step verification (2FA) enabled on previous providerTwo-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.
Additional resources