Onboarding

Connect your WhatsApp Business Account — Normal vs Coexistence onboarding, step-by-step setup, requirements, and troubleshooting.

Before you can send campaigns or automate conversations, you need to connect your WhatsApp Business Account (WABA). This page is split into Before Onboarding (recharge, plan, then connecting your number via Normal or Coexistence) and After Onboarding (edit your business profile and start messaging).

In the app: Dashboard → Connect to WhatsApp (shown when no number is linked)

Before Onboarding

Complete these steps first, then connect your WhatsApp number.

Get your wallet recharged

Your reseller will recharge your wallet with credits. Contact them if you haven't received a recharge yet. You need balance before you can activate a plan and connect WhatsApp.

Activate your plan

Go to Billing and activate a plan so you can send messages and use WhatsApp features. Your plan and wallet balance determine your messaging capacity.

PingMate dashboard showing the Connect to WhatsApp prompt after plan and recharge

Which Onboarding Type Should I Choose?

The platform supports two ways to connect your number. Pick the one that fits your situation:

Normal Onboarding (via Facebook/Meta)

Best for businesses starting fresh with WhatsApp Business API or those with a dedicated number not currently on WhatsApp.

How it works: You go through the Facebook/Meta signup flow, grant permissions, and link a number that isn't registered on WhatsApp yet.
Who it's for: Larger teams, businesses with a spare phone number, or anyone who wants a clean setup.
Key benefit: Simple, fast, and no conflicts with existing WhatsApp usage.

Good to know

If your number is already registered on WhatsApp (personal or business), you'll need to delete the WhatsApp account on that number first, or choose Coexistence instead.

Coexistence Onboarding (via WhatsApp Business App)

Best for businesses that want to keep using the same number on the WhatsApp mobile app while also connecting it to the platform.

How it works: You go through the WhatsApp Business App onboarding flow. Your number stays active on the mobile app and gains API access through the platform.
Who it's for: Small teams, solo operators, or businesses migrating gradually from manual WhatsApp to automation.
Key benefit: Zero downtime — your existing chats and number stay active.

Important limitation

Do not send promotional messages from the WhatsApp mobile app when using Coexistence. All marketing campaigns must go through (via the API). Sending promotions from the mobile app can lead to your number being banned by Meta.

Side-by-Side Comparison

Aspect	Normal	Coexistence
Connection path	Facebook / Meta	WhatsApp Business App
Number requirement	Must not be on WhatsApp	Can be your existing WhatsApp number
Setup complexity	Simple — minimal steps	More involved — approval process
Downtime during setup	None (new number)	None (number stays active)
Use mobile app simultaneously	No	Yes
Best for	Large teams, dedicated numbers	Small teams, gradual migration
Risk	Low	Medium — ban risk if promoting from mobile app
Recommended for new users	Yes	Only if you must keep existing number

Normal Onboarding — Step by Step

Open the Connect WABA screen

Log in to the dashboard. If no WhatsApp number is connected, you'll see a "Connect to WhatsApp" prompt. Click it to open the onboarding modal.

PingMate dashboard with the Connect to WhatsApp button highlighted in the center of the screen

Use the Connect to WhatsApp button on your dashboard to begin linking your number. This screen appears when no WABA is connected yet.

Select Normal Onboarding

In the onboarding modal, you'll see two options. Choose "Normal Onboarding" (the Facebook/Meta option).

Onboarding type selection modal showing Normal Onboarding on the left with a Facebook icon and Coexistence Onboarding on the right with a WhatsApp icon

Pick Normal Onboarding if your number is not already on WhatsApp. The flow will continue via Facebook/Meta in the next step.

Click Connect

Click the Connect button. This opens an embedded iframe with the Facebook/Meta signup flow.

Popup blocker?

If nothing happens when you click Connect, check that your browser isn't blocking popups or iframes. Disable your popup blocker for the PingMate domain and try again.

After you click Connect, a new window or iframe loads the Meta/Facebook flow. Keep popups allowed for this site.

Log in to the Facebook account that owns (or will own) your Meta Business Account. You'll be asked to grant the following permissions:

whatsapp_business_management — Manage your WABA settings
whatsapp_business_messaging — Send and receive messages
business_management — Access your Meta Business Account

Facebook login popup — log in to use your Facebook account with the app to continue WhatsApp connection

Sign in with the Facebook account that has (or will have) access to your Meta Business Account. Accept all requested permissions so the linking can complete.

Don't skip any permissions

All permissions are required. If you deselect any, the linking will fail and you'll need to start over.

Follow the procedure on screen

Meta will guide you through the next screens. Follow the procedure displayed on the screen—you may be asked to select a business, add a phone number, or confirm your Meta Business Account. Complete each prompt as shown.

Do not close the window. If your number is already on WhatsApp, delete that account first (WhatsApp → Settings → Account → Delete my account), then continue.

Select the business asset/portfolio and create WhatsApp Business Account

On the Meta screen, first select your business asset or portfolio (the Meta Business Account or asset you want to use). Then, under WhatsApp Business Account, choose the option Create a WhatsApp Business Account to set up a new WABA linked to your business.

Meta flow — select business asset/portfolio and Create a WhatsApp Business Account option

If you already have a WhatsApp Business Account, you can select it instead. Choosing “Create a WhatsApp Business Account” is for new setups. Ensure you have the right permissions on the selected business asset.

Enter business information for new assets

Meta shows the "Enter Business Information for New Assets" screen. Fill in or confirm your business details. Any new change will only affect the new assets.

Name — Your business or display name (e.g. your company name).
Category — Choose the category that best describes your business (e.g. Education, Retail, Professional Services).
Country — Select your business country (e.g. India).
Website — Your business website URL.
Time zone — Select your business time zone (e.g. Asia/Kolkata).

You can use Show more options if you need to add more details. Review the Privacy Policy and Conditions link if shown, then click Proceed to continue.

Meta flow — Enter Business Information for New Assets: name, category, country, website, time zone, and Proceed

Ensure the information matches your Meta Business Account. Click Proceed when done to move to the next step.

Add and verify your WhatsApp mobile number

On the "Add your WhatsApp mobile number" screen, choose how you want to show your identity when sending messages. Select "Add a new number" (verification is necessary) to link a new phone number.

Phone number — Select the country code (e.g. US +1) and enter your number. You will receive a code to verify this number.
The name shown on WhatsApp Business — Enter the business or display name that customers will see (e.g. your company name). This name and your business should follow WhatsApp Business guidelines.
Choose how to verify your number — Select SMS or Phone call. Use a phone call if you have a landline.

Review the Privacy Policy and Conditions link if shown, then click Proceed to receive the verification code.

Meta flow — Add your WhatsApp mobile number: identity choice, phone number, business name, and verification method

The number must not be registered on WhatsApp yet. You will get a 6-digit code in the next step.

Verify your phone number

Meta has sent a verification code to the number you entered. Enter the 6-digit code in the verification code fields to verify your number.

If you did not receive the code, you can request a new code after the countdown (e.g. 45 seconds) or change the verification method (SMS or phone call). When the code is entered, click Proceed to continue.

Meta flow — Verify your phone number: enter the 6-digit verification code

Check your phone or SMS for the code. Do not close the window until you have entered the code and proceeded.

Review and confirm permissions

Meta shows "Review what you will share with [app name]". Here you see what the application will be able to access and do with your WhatsApp Business Account.

Manage your WhatsApp account
Manage and access chats in WhatsApp
Log events on behalf of your WhatsApp Business account and send those events to Meta

By confirming, you grant the app access to the information you share; Meta will record when the app accesses it. Review the details, then click Confirm to continue linking your number.

Meta flow — Review what you will share: permissions and Confirm button

After you confirm, the Meta flow completes and your dashboard will show your connected WABA.

Connection complete

The Meta flow finishes and your dashboard shows your connected WABA. You may see a Congratulations! message: your WhatsApp Business Account is ready and you can start sending messages and campaigns.

Meta flow — connection complete screen

Dashboard with Congratulations popup and connected WABA — Business Account active, ready to send messages

Your number is now linked to PingMate. Tap Let's Go! to dismiss the congratulations dialog. You can then edit your business profile and start messaging.