How to troubleshoot Unable to send OTP to verify Whatsapp number on the sub-account

If you are unable to receive the OTP (One-Time Password) while verifying your WhatsApp number in a sub-account, this article will help you identify the cause and resolve the issue.

Why This Issue Happens

The most common reason OTP verification fails is that the phone number you are trying to onboard is already registered with the WhatsApp Business App or WhatsApp Messenger. A number can only be actively used on one WhatsApp platform at a time.

Check if the Number Is Already Registered

Please verify whether the phone number is currently active on:

• WhatsApp Business App, or

• Regular WhatsApp Messenger

If the number is already registered, WhatsApp will block OTP delivery during onboarding.

Choose One of the Following Solutions

Option 1: Use a Different Phone Number (Recommended)

• Use a fresh phone number that has never been registered on WhatsApp.

• Proceed with onboarding using the new number.

Option 2: Remove the Existing WhatsApp Account

If you must use the same number, follow these steps carefully:

1. Install WhatsApp (Business or regular) on your mobile device using the same number.

2. Open WhatsApp and go to Settings.

3. Select Account → Delete Account.

4. Confirm deletion of the WhatsApp account from the mobile device.

5. Wait a few minutes, then retry onboarding and OTP verification in your sub-account.

⚠️ Deleting the WhatsApp account will permanently remove chat history and data associated with that number.

Still Not Receiving the OTP?

If the phone number:

• Is not registered on WhatsApp or WhatsApp Business, and

• You are still unable to receive the OTP,

Please raise a support ticket with the following details:

• Phone number (with country code)

• Sub-account ID

• Screenshot or exact error message shown during OTP verification

• Approximate time of the failed OTP attempt

Our support team will investigate this further with Meta.