Connecting your WhatsApp number

What you need before you start, and what Meta will ask you for.

What you need before you start

Before you connect, there are five things to have ready. The setup screen asks you to tick each one — this is not busywork, it is the list of things that will stop the connection halfway if they are not sorted first.

  • A phone number for your business — the number customers will message. Not your personal WhatsApp, unless you are happy to give that number over to business use permanently.
  • That number must not have a personal WhatsApp account on it right now. This is a WhatsApp rule, not ours.
  • Your Meta login codes must not come by WhatsApp. Once the number is connected it can't use the WhatsApp app, so a code sent there won't reach you and you could be locked out of your own Facebook account. On Facebook, open Accounts Centre → Password and security → Two-factor authentication and switch to an authentication app or SMS before you connect.
  • You need to be holding that phone. Meta sends a one-time code by call or SMS to check the number is yours.
  • A Facebook Business Page. This is different from a personal Facebook profile. If you do not have one, you can create it free in about two minutes at facebook.com/pages/create.
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If the number already has WhatsApp on it

The easiest path by far is a brand new SIM that has never had WhatsApp installed. Then there is nothing to remove and you can go straight ahead.

If the number already has WhatsApp on it, you have to delete that WhatsApp account first:

  1. Open WhatsApp on that phone
  2. Go to Settings → Account → Delete My Account
  3. Enter the phone number and confirm
  4. Wait about 5 minutes. The number is then free to use

Watch out: Deleting the WhatsApp account removes the chat history from that number's WhatsApp app. It does not touch your Tous Connect account or any other number.

Connecting

  1. Tick all five items on the checklist. The connect button unlocks
  2. Log in to Facebook in the window that opens
  3. Pick your Business Page
  4. Verify the number with the one-time code Meta sends by call or SMS

When it finishes you land back in the dashboard with your number connected.

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Still need a hand?

Already using Tous Connect? Sign in and use the Support button in the sidebar. Or email connect@thetous.com.