Have you ever waited for an OTP on SMS and it came very late, or did not come at all?
It feels really annoying, right?
For businesses, this is not just a small problem. It makes customers unhappy.
That is why many companies are now using WhatsApp OTPs instead of SMS.
They are faster and safer, and they go straight to WhatsApp, where people already spend most of their time.
In this blog, we will explain WhatsApp OTP, why it is better than SMS, and how your business can start sending OTPs on WhatsApp today.
What is WhatsApp OTP?
A One-Time Password (OTP) is a special code used to verify your identity when you log in, make a payment, or do something important.
With WhatsApp OTP, this code comes on WhatsApp instead of SMS or email.
This makes it faster, safer, and easier for people to use.
It is the same OTP authentication method people already know, just without the long wait or problems that sometimes happen with SMS.
Benefits of WhatsApp OTPs
Companies want their customers to have an easy and safe experience. That is why many are now using WhatsApp OTPs instead of SMS. Here’s why:
Faster delivery: OTPs come in just a few seconds. Customers do not have to wait long.
Safe and trusted: WhatsApp messages are encrypted, so no one else can see them, which makes customers feel safer.
Customer trust: WhatsApp OTPs come from a verified account with a blue tick, which shows customers that the message is real.
Saves money: For businesses, sending OTPs on WhatsApp can cost less than SMS.
WhatsApp messages have an open rate of approximately 98%, compared to around 21% for email.
Response rates are twice as high for WhatsApp (~ 40%) compared to email (~ 20%).
WhatsApp OTP vs SMS OTP vs Email OTP
OTPs can come in many ways.
The most common are WhatsApp, SMS, and Email.
Let’s see how they are different.
Feature
WhatsApp OTP
SMS OTP
Email OTP
Delivery Speed
Instant, reliable
Often delayed
Can be slow
Security
End-to-end encrypted
Vulnerable to SIM swaps
Can be hacked if the email password is weak
Trust
Verified business account + logo
Generic text sender ID
May go to spam or promotions
Cost
Lower long-term cost
Higher cost at scale
Usually free but not reliable
User Experience
Rich media, trusted channel
Plain text, outdated
Works but can be confusing for some
As you can see, WhatsApp OTP is a better choice for both customers and businesses.
SMS OTPs are easy to hack.
Hackers use tricks like SIM swaps or fake websites to steal codes.
In 2019, even Twitter’s CEO Jack Dorsey’s account was hacked this way.
Source: CNBC
This makes SMS less safe than WhatsApp OTP, which is encrypted.
Source: Ambimat Electronics
SMS & Email still works, but it is starting to feel old and less reliable than WhatsApp.
We’ve found that using WhatsApp for OTP authentication offers several advantages, including an enhanced user experience, reliable and secure delivery, expanded coverage, and improved targeting. – Francisco Varela, VP of Meta’s Growth Business Team (Source)
How to Send an OTP Using Wati
Before you can send OTPs on WhatsApp, you need to make an authentication message template and get WhatsApp’s approval.
Note:
To send OTPs on WhatsApp, you need access to the WhatsApp Business API.
If you’re new to this, check out our full guide: WhatsApp Business API: Everything You Need to Know.
An OTP template usually looks like this:
Main message: <VERIFICATION_CODE> is your verification code.
Security disclaimer (optional): For your safety, do not share this code.
Time limit (optional): This code will expire in <NUM_MINUTES> minutes.
Button: You can add a copy code button or a One-Tap autofill button.
Test your OTP template now to see how it looks on WhatsApp.
Note:
You cannot use links, pictures, or emojis in these OTP messages.
Since the message has only simple text and buttons, it is less likely to get stopped by WhatsApp.
After your template is approved, you can use the /sendTemplateMessage API to send OTPs to customers.
Watch the video below for guidance on how to send OTP messages using Wati:
Linked Device Security in OTP Messages
WhatsApp now adds extra safety for OTP messages.
The OTP will only show on the user’s main WhatsApp phone.
If the user has WhatsApp open on another device, like a computer or tablet, the OTP will not show there.
Instead, they will see a small note asking them to check the message on their main phone.
This safety feature is always on. You do not need to change any code and cannot turn it off. It works only with the Cloud API solutions like Wati.
Real-Life Use Cases
WhatsApp OTP is not just for logging in.
It can be used in many everyday situations where safety and quick checking are important.
Let’s look at some examples of how businesses and people use it.
Account Recovery
Sometimes, people lose access to their accounts.
With WhatsApp OTP, they can prove their identity and get their accounts back.
Since WhatsApp messages are protected, the OTP stays safe.
Two-Factor Authentication (2FA)
WhatsApp OTP can be used as an extra lock on an account.
Even if someone knows the password, they will still need the OTP sent on WhatsApp.
Once a customer verifies with OTP, inbound qualification with AI can take over to guide them further.
Transaction Verification
When people make payments or transfer money, they must enter the OTP from WhatsApp to confirm.
This stops fake payments and keeps money safe.
New User Registration
When someone signs up for the first time, a WhatsApp OTP can check if the person is real.
This makes sign-ups safer and helps stop fake accounts.
Password Resets
If a user forgets their password, WhatsApp OTP can be used to make sure it is really them before letting them change it.
This keeps accounts safe from hackers.
Sensitive Data Access
For private information like reports, health data, or personal files, WhatsApp OTP makes sure only the right person can open them.
Messages are encrypted, so the code cannot be stolen.
In all these cases, WhatsApp OTP makes things faster, safer, and easier for both customers and businesses.
Did you know? Many online stores use Click-to-WhatsApp ads to bring users directly into chat before sending OTPs for login or COD confirmation.
Best Practices for WhatsApp OTP
Businesses should follow some simple steps to make WhatsApp OTP safe and easy for users.
These steps help customers trust the process and avoid mistakes.
Check the Phone Number First
Before sending an OTP, make sure the user’s WhatsApp number is correct.
This avoids sending the code to the wrong person.
Tell users where the OTP will come from
If you give many choices, like SMS or WhatsApp, tell the user that the OTP will come on WhatsApp. Then they know where to check.
Show When the OTP is Used
When the user enters or pastes the OTP, or when the button fills it in, show a message that your app got the code.
This makes things clear and helps the user feel safe.
By following these steps, businesses can make sure customers have a smooth, safe, and trusted experience with WhatsApp.
Check out this pricing explainer to understand costs for OTP (Authentication) messages.
Troubleshooting: WhatsApp OTP Not Coming
Sometimes users may say, “My WhatsApp OTP is not coming.” This can happen for many reasons:
The phone number may be typed incorrectly.
The internet connection may be weak.
The user may not have WhatsApp updated to the latest version.
Too many OTP requests may cause a short delay.
To fix this, users should:
Check if their number is correct.
Make sure internet is working.
Wait for a few minutes before trying again.
Ask for another OTP if needed.
Note:
For businesses, it is good to add a backup option like SMS or email if WhatsApp OTP fails.
This makes sure the customer can still log in or complete their action.
How Wati Helps You Send WhatsApp OTPs
Wati makes it very easy for businesses to send OTPs on WhatsApp.
You do not need to be a tech expert to use it.
Easy no-code workflows
You can set up OTP flows in just a few minutes. No coding is needed.
Official WhatsApp Partner (BSP)
Wati is an official partner of WhatsApp. Your account can get the blue tick badge that shows trust.
Works for big numbers
Wati can send OTPs to thousands of users without problems. Messages are delivered on time.
Reports and tracking
You can see if the OTP was sent, delivered, and read. This helps you know everything is working well.
Book a demo today to see how Wati can help you send WhatsApp OTPs.
Final Thoughts
SMS OTPs are quickly becoming a thing of the past.
With WhatsApp OTP, your business can offer a faster, more secure, and trusted authentication experience.
If you’re ready to upgrade how you verify your users, WhatsApp OTP is the future, and Wati can help you achieve it.
FAQs
1. Is WhatsApp OTP secure?
Yes. WhatsApp messages are end-to-end encrypted, making OTPs far more secure than SMS.
2. Can WhatsApp completely replace SMS OTP?
Yes, in most cases. However, it’s best to keep SMS or Email as a fallback for customers who don’t use WhatsApp.
3. How much does it cost to send WhatsApp OTPs?
Pricing depends on your region and volume, but WhatsApp OTPs are generally more cost-efficient at scale than SMS.
4. Can I use WhatsApp OTP without internet? No. WhatsApp needs internet (Wi-Fi or mobile data) to receive OTPs.
5. Why is my WhatsApp OTP not coming?
This can happen if the number is wrong, the internet is weak, or too many OTPs were requested. Wait a little and try again.
6. Can businesses send OTPs without a template? No. WhatsApp requires approved templates to send OTP messages.7. What if the OTP expires? You need to request a new OTP. Most codes expire in a few minutes for safety.
Wati Team
Content - Marketing
The Wati team writes about WhatsApp Business API, customer engagement, and automation to help businesses scale conversations and grow with messaging.