WhatsApp Business: Protecting Your Business Account
Your WhatsApp Business number is a customer channel and a target. How to lock it down with two-step verification, control staff access through linked devices, and keep customers safe.
For many small businesses, the WhatsApp Business number is the front door: orders, bookings, payments and complaints all come through it. If a scammer takes it over, they are talking to your customers with your name and reputation.
The essentials
- Turn on two-step verification with a PIN and a business email. See how.
- Use a business-owned SIM and phone, not a staff member's personal number.
- Protect the SIM with a SIM PIN and a port-out PIN from your network. See protecting your number.
- Lock the phone and keep it somewhere secure.
Staff access
- Give staff access through linked devices rather than sharing the phone.
- Review linked devices every month and after anyone leaves. See linked devices.
- Agree rules: no payment detail changes by chat, no sharing codes, report anything odd. See workplace WhatsApp rules.
Protect your customers
- Publish your official number on your website so customers can check it.
- Tell customers how you take payment and that you will never change bank details by message.
- Never ask customers for PINs, passwords or codes. See customer service safety.
Someone impersonating your business? See when scammers impersonate your business on WhatsApp.
For a wider plan, see our small business security checklist. For more, see our guide to WhatsApp scams.
Frequently asked questions
Who should hold the WhatsApp Business phone number?
A business-owned phone and SIM, not an employee's personal number, so the account stays with the business when staff leave.
How can several staff use one account?
Through linked devices. Review them regularly and log out devices of people who no longer need access.
What happens if the business account is hacked?
Scammers can message customers from your trusted number. Re-register it immediately, warn customers on other channels and review linked devices.
Sources
- About linked devices on the WhatsApp Business app, WhatsApp Help Center
- About two-step verification, WhatsApp Help Center
- Small organisations guide to cyber security, UK National Cyber Security Centre
