Frequently asked questions
Answers to the questions we get most. Can’t find yours? Use search (Ctrl + K) or write to support.
Does Whatixo use the official WhatsApp Business API?
Whatixo connects to your number through WhatsApp’s “Linked devices” feature, like WhatsApp Web. You keep your number and history, and your phone works as usual. No Meta approval or pre-approved message templates needed.
Can I use WhatsApp Business?
Yes, both WhatsApp and WhatsApp Business work.
Could my number get blocked?
WhatsApp may restrict a number that sends many unsolicited messages or gets many reports. Message people who know you, personalize your messages, offer an opt-out and ramp up volumes gradually. Whatixo campaigns automatically space out sends. See the best practices.
My number disconnected, what should I do?
Go to WhatsApp numbers, click Reconnect and scan the QR code. It mostly happens when the phone stays off or offline for a long time.
How many numbers can I connect?
It depends on your plan. See Plan and billing.
Using Whatixo
What’s the difference between a campaign, a sequence, a workflow and the AI agent?
A campaign is a one-off send to a list (Black Friday promotion). A sequence sends several spaced messages, triggered by a tag (welcome on day 0, 2, 7). A workflow reacts automatically to an event (Shopify order → confirmation). The AI agent holds a free-form conversation (answering questions about your products).
Why isn’t my campaign finished yet?
For safety, messages go out one by one, 1 to 5 minutes apart. A 300-contact campaign takes several hours: that’s normal and it protects your number.
What happens when I hit a plan limit?
The related sends stop until the 1st of next month or until you upgrade. No data is lost.
How do I import my phone contacts?
Export them to CSV (Google Contacts: Export → Google CSV), then import the file in Contacts. Make sure numbers include the country code. You can also extract your saved contacts with the Chrome extension.
SMS and email
Does Whatixo sell SMS?
No: you connect your own provider account (Twilio, Vonage, Infobip, Africa’s Talking, Orange…) and pay your SMS directly to that provider, at your contract price. See SMS campaigns.
Gmail rejects my password
Gmail and Outlook require an app password: turn on 2-Step Verification for your account, create an app password and paste it into Whatixo. See Email campaigns.
My emails land in spam
Use an address on your own domain, set up SPF, DKIM and DMARC with your host, and only email people who agreed to hear from you. For high volumes, prefer Brevo, SendGrid, Mailgun or Amazon SES.
Chrome extension
Do I have to sign in again in the extension?
No: if you’re signed in to app.whatixo.com in the same browser, the extension signs in automatically. See Chrome extension.
The panel doesn’t show
It only shows on WhatsApp Web and app.whatixo.com. Click the Whatixo icon in Chrome’s toolbar: WhatsApp Web opens with the panel.
Payment
Which payment methods are accepted?
Bank card, Apple Pay, Google Pay and Mobile Money (Orange Money, M-Pesa, Airtel Money, MTN MoMo, Wave… depending on your country), through our secure payment provider.
I paid but my plan didn’t change
With Mobile Money, confirmation can take a few minutes. Reload the Subscription page. If nothing changes after 30 minutes, email us with the payment reference at support@whatixo.com.
API and security
Where is my API key?
My API key leaked
Click Regenerate key immediately: the old key stops working. Update your integrations with the new one.
Is my data protected?
Traffic is encrypted (HTTPS), secrets (provider keys, SMTP passwords, verification codes) are encrypted or hashed, and each account can only access its own numbers and contacts. Turn on two-factor authentication in Settings → Security.