Help CenterHelp Center / WhatsApp and notifications · Concept
What you can and cannot set up yourself for one-time codes sent on WhatsApp.
Customers can receive their sign-in and checkout codes on WhatsApp. Whether that happens is decided by the platform first, and only then by your settings.
| Thing | Who | Where |
|---|---|---|
| WhatsApp codes on or off | The platform, for all shops | Not in your panel. Ask support |
| The platform's own WhatsApp gateway for codes | The platform | Not in your panel |
| A separate code gateway for one shop | Platform staff | The Whatsapp OTP Settings tab, which you do not see. Ask support |
| Sending codes from your WhatsApp number, with your template | You | Shop › WhatsApp › Messages › Verification code (OTP) |
| Checking whether codes can go out | You | Phone code delivery in Customer sign-in methods |
There is no switch in your panel that turns WhatsApp codes on by itself.
Through the platform's gateway. This is the starting state. When the platform has WhatsApp codes on, codes go out from the platform's WhatsApp number. You set nothing up.
Through your own connection. When your shop is connected and Verification code (OTP) is switched on with a template name, codes go out from your business number instead. The platform switch must still be on.
In your WhatsApp Business account with your provider, create a template in the authentication category and wait for approval.
Go to Shop › WhatsApp and open Verification code (OTP) in the Messages card. It has only the Approved template mode; free text is not allowed for codes.
Enter Template name and Language. Variables, in order starts as OTP and Button variable as OTP; change them only if your template differs. You can also use SHOP_NAME.
Tick Send this message and select Save. The chip turns to Template.
In Send a test message, choose "Verification code (OTP) (Template)" and send it to your phone. See Send a test message.
Open Shop › Settings › Social Login Settings and read Phone code delivery:
| Line | Meaning |
|---|---|
| "WhatsApp: on (platform)" | A WhatsApp code can be sent for your shop |
| "WhatsApp: off" | It cannot. Either the platform switch is off, or no gateway and no usable template exist |
If it stays off after you set your template, ask support to confirm that WhatsApp codes are on for the platform. See Customer sign-in codes.