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Once you’ve connected your WhatsApp Business Account to Kero, you can view your WhatsApp Agents, monitor their connection expiry dates and renew Meta’s authorisation when required. Your WhatsApp connection must be renewed every 60 days to maintain messaging through Kero. This guide explains how to manage your existing WhatsApp Agents, reconnect before your authorisation expires and troubleshoot common connection issues.

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View your WhatsApp Agents

You can view the WhatsApp numbers connected to your Kero account from the WhatsApp Agents page.
1

Open WhatsApp Agents

Sign in to Kero and navigate to Channels → WhatsApp.
2

Review your WhatsApp Agents

The WhatsApp Agents page displays the WhatsApp numbers associated with your Kero account.Each Agent includes the following information:
Click Refresh in the top-right corner of the WhatsApp Agents page to retrieve the latest information.

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Understand your WhatsApp connection expiry

When you connect your WhatsApp Business Account to Kero, Meta grants Kero permission to manage WhatsApp messaging on your behalf. This authorisation is valid for 60 days. To maintain uninterrupted WhatsApp messaging through Kero, you must renew the connection before it expires. The Expire at field on the WhatsApp Agents page shows when your current authorisation is due to expire.

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When will I receive a reminder?

Kero starts sending email reminders 7 days before your connection expires. Each reminder identifies:
  • The WhatsApp phone number requiring reconnection.
  • The number of days remaining before expiry.
  • Instructions for renewing Kero’s access.
Reconnect as soon as you receive your reminder.You don’t need to wait until the expiry date. Renewing early helps prevent interruptions to your WhatsApp messaging.
Your WhatsApp messaging may be interrupted if your connection expires.If you don’t renew Meta’s authorisation before the expiry date, you may be unable to send or manage WhatsApp messages through Kero until the connection is restored.

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What happens when I reconnect?

Reconnecting renews Kero’s authorisation for another 60-day period. Your existing WhatsApp Agent is retained:
  • Your WhatsApp phone number stays the same.
  • Your Agent Id remains unchanged.
  • Kero updates the connection information.
  • The Expire at date is renewed.
  • You don’t need to register or verify your phone number again.
Reconnection renews the existing Agent rather than creating a duplicate.

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Reconnect your WhatsApp Agent

Reconnecting an existing WhatsApp Agent is simpler than registering a new WhatsApp number. You’ll use Meta’s familiar onboarding screens, but you’ll select your existing registered WhatsApp number instead of entering a new one.
1

Start the reconnection process

Sign in to Kero and navigate to Channels → WhatsApp.Click + Create Agent, then select Create via Facebook.Meta’s onboarding window will open.Review the initial connection screen and click Continue.
Although you select Create Agent in Kero, you’re renewing an existing connection.You won’t create a duplicate WhatsApp Agent when you reconnect using the same registered number.
2

Select your existing WhatsApp number

On Meta’s phone number selection screen, select your existing registered WhatsApp number from the dropdown list.Make sure you select the same number that’s already connected to Kero.Continue through Meta’s prompts and confirm Kero’s access to the appropriate WhatsApp Business Account.
You don’t need to verify your phone number again.Because the number is already registered with Meta, you don’t need to enter a new number or complete SMS or phone call verification during the standard reconnection process.
3

Finish the Meta reconnection

Once Meta confirms that your account is connected to Kero, click Finish.This completes Meta’s authorisation process.The Meta onboarding window will close, and Kero will process the renewed connection.
Don’t forget to click Finish.You must complete the Meta onboarding window for Kero to process your renewed authorisation.
4

Confirm your connection in Kero

Return to the WhatsApp Agents page in Kero.Allow the page to finish processing and click Refresh if necessary.Confirm that:
  • Your existing WhatsApp Agent appears in the list.
  • The Agent Id remains unchanged.
  • Last update reflects the recent reconnection.
  • Expire at shows the renewed connection expiry date.
Your WhatsApp Agent should now be authorised for another 60 days.
Your WhatsApp Agent remains the same.Reconnection renews Meta’s authorisation. Your existing phone number and Agent ID are retained, and you don’t need to create a new WhatsApp Agent.

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Manage your WhatsApp Business Account in Meta

Some WhatsApp account settings are managed directly in Meta Business Suite rather than Kero. You can access your business settings through Meta Business Suite.
Kero provides the messaging platform, including campaigns, templates, conversations and supported messaging workflows.Meta manages your WhatsApp Business Account, applicable approvals, payment information and WhatsApp messaging charges.Your Meta payment card details are not shared with Kero.

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Troubleshooting

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My WhatsApp Agent isn’t showing in Kero

If you’ve recently completed onboarding or reconnection:
  1. Allow Kero to finish processing the connection.
  2. Navigate to Channels → WhatsApp.
  3. Click Refresh.
  4. Check that you’re viewing the correct Kero account.
If your Agent still doesn’t appear, contact Kero Support.

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I received an expiry reminder, but my number is still connected

This is expected. Kero begins sending reminders 7 days before your authorisation expires, allowing you to renew the connection before messaging is interrupted. Follow the reconnection steps above before the expiry date.

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I can’t find my existing WhatsApp number during reconnection

Make sure that:
  • You’re signed in with the correct Facebook account.
  • You have access to the appropriate Meta business portfolio.
  • You have permission to manage the correct WhatsApp Business Account.
  • You’re looking for the number that’s already connected to Kero.
If your number isn’t available for selection, contact Kero Support.
Don’t attempt to register a replacement number or create another WhatsApp Business Account simply because your existing number isn’t appearing.Contact Kero Support so the existing connection can be investigated.

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My WhatsApp connection has expired

If your connection has expired, follow the reconnection process described above to restore Kero’s authorisation. After reconnecting, return to the WhatsApp Agents page and confirm that the Expire at date has been updated. If you’re unable to complete the process or your connection isn’t restored, contact Kero Support.

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Do I need to verify my WhatsApp number again?

No. During the standard reconnection process, your number is already registered with Meta. Select your existing number when prompted. You don’t need to repeat the original SMS or voice verification step.

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Will reconnecting affect my existing WhatsApp Agent?

No. Reconnecting the same registered WhatsApp number renews the existing Agent’s authorisation. Your Agent Id remains unchanged, and Kero updates the connection details without creating a duplicate Agent.

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Need help?

If you’re unable to reconnect your WhatsApp Agent, can’t access the correct Meta business portfolio or have questions about your connection expiry, contact Kero Support. Include the affected WhatsApp phone number and a brief description of the issue so we can assist you.
Don’t delete your WhatsApp Business Account, deregister your phone number or change your connection method as a troubleshooting step unless Kero Support or Meta has confirmed that it’s necessary.