Templates · Utility
WhatsApp account alert templates: logins, balances, KYC and security
Utility alerts that keep customers informed about their own account: security changes, balances, limits, KYC and transactions, with safe wording that never asks for codes.
By Broadchat teamPublished 4 min read
Before you submit these templates
- An account alert reports a change or a state of the customer's own account. Keep it factual: what happened, when, and what to do if it was not them.
- Never ask for passwords, OTPs, PINs, full card or account numbers, or ID numbers in a template or in the replies it invites. Meta lists requests for sensitive data among common rejection reasons.
- Mask identifiers: last four digits of a card or account, partial email (k•••@gmail.com) where your system supports it.
- Give a safe next step: a URL button to your own signed-in page, or a quick reply that connects to a human. Do not send people to a form that asks for credentials.
- Do not mix promotions into alerts. "Your balance is low, top up and get 5% bonus" turns a utility alert into marketing.
- Keep security alerts short; people read them in a hurry, often on a lock screen.
What account alerts are for
WhatsApp account alert templates tell customers about changes and states of their own account: a sign-in from a new device, a changed password or email, a low balance, a usage limit, a pending KYC, a debit. They are utility templates, and they are among the messages customers most want to receive quickly, because each one either reassures them or lets them stop something wrong.
They suit SaaS products, fintech and wallet apps, broadband and DTH providers, brokers and any business where customers hold an account. One-time login codes are a different category; see the WhatsApp OTP templates.
The rule that matters most: never ask for secrets
Fraudsters copy real alerts. The best protection for your customers is a consistent habit: your alerts tell, link to your own signed-in pages, and never ask for anything sensitive in chat. Say so in the template itself ("We will never ask you to send documents or OTPs on WhatsApp") and train your support team to follow it.
| Do | Do not |
|---|---|
| Mask card, account and email details | Show full numbers |
| Link to your own domain | Use link shorteners |
| Offer a HELP or Report reply that reaches a human | Ask the customer to reply with a code or password |
| Send the alert to the old contact details on a change | Send only to the new email or number |
Sending alerts from your system through Broadchat
- Create the templates in CRM → WhatsApp Templates with the Utility category.
- Call Broadchat's developer API from your backend the moment the event happens. Alerts are time-sensitive, so send them directly rather than in a scheduled campaign.
- Route the Report, HELP and This was me replies with a chatbot flow (Chatbots, Keyword Match trigger): Report and HELP go to your security or support team through Assign to Agent; This was me can simply be acknowledged.
- Keep an eye on delivery statuses: the channel's Webhooks tab can forward sent, delivered, read and failed statuses to your system, so you know when to fall back to SMS or email.
Frequency and cost
Utility templates are charged per delivered message, including when the customer's service window is open. Rates are on WhatsApp API pricing. Let customers choose thresholds (for balance and transaction alerts) so you send what they find useful rather than every event. The WhatsApp message templates guide covers the general rules.
Sources
- Templates overview — Meta for Developers, checked 12 October 2026
- Template categorization guidelines — Meta for Developers, checked 12 October 2026
- Pricing on the WhatsApp Business Platform — Meta for Developers, checked 12 October 2026
Broadchat team · Product and partner success team
The people who build and support Broadchat, the white-label WhatsApp Business API platform. We write from what we see while onboarding partners and their clients on the official WhatsApp Cloud API, and we check every article against Meta's current documentation.
Last updated:
11 account alerts templates
Copy the wording, then submit it from CRM → WhatsApp Templates with the sample values shown. Meta reviews every template; approval is never guaranteed.
Hi {{1}}, your Ledgerbook account was signed in on a new device ({{2}}) near {{3}} on {{4}}. If this was you, no action is needed. If not, tap Secure my account now.
- Secure my account
- This was me
Sign-in from a new device
Utilitynew_device_loginLanguage: en
Use it when: Immediately after a successful login from a device or location not seen before.
Variables Variable Meaning Sample {{1}} User first name Kavya {{2}} Device and browser Chrome on Windows {{3}} Approximate location Pune, Maharashtra {{4}} Date and time 12 Oct, 9:42 pm - Location from IP addresses is approximate; say "near" rather than naming an exact place.
Hi {{1}}, the password for your Ledgerbook account was changed on {{2}}. If you made this change, you can ignore this message. If you did not, reset your password and contact support right away.
- Reset password
Password changed
Utilitypassword_changed_alertLanguage: en
Use it when: Every time a password is changed or reset.
Variables Variable Meaning Sample {{1}} User first name Arjun {{2}} Date and time 12 Oct 2026, 10:15 am Hi {{1}}, the login email of your account was changed from {{2}} to {{3}}. If you did not request this, reply HELP within 48 hours and we will restore the old email and lock the account.
- HELP
Login email changed
Utilityemail_changed_alertLanguage: en
Use it when: When the login email or phone number on an account changes, to the old contact details as well as the new ones.
Variables Variable Meaning Sample {{1}} User first name Rohan {{2}} Old email (masked) r•••@gmail.com {{3}} New email (masked) r•••@sharmatraders.in Hi {{1}}, two-factor authentication is now on for your Ledgerbook account. From your next sign-in you will need a code from your authenticator app. Keep your backup codes somewhere safe.
Two-factor authentication turned on
Utilitytwo_factor_enabledLanguage: en
Use it when: When a user switches two-factor authentication on or off.
Variables Variable Meaning Sample {{1}} User first name Meera Hi {{1}}, your prepaid balance for {{2}} is {{3}}, which is below your alert level. Services will pause when the balance reaches zero. You can recharge from your account page.
- Recharge
Low prepaid balance
Utilitylow_wallet_balanceLanguage: en
Use it when: When a prepaid wallet, data pack or credit balance crosses the threshold the customer set.
Variables Variable Meaning Sample {{1}} Customer first name Sanjay {{2}} Account or service SMS and WhatsApp credits {{3}} Current balance ₹212.40 - Send it once per threshold crossing, not on every transaction below it.
Hi {{1}}, your team has used {{2}} of the {{3}} included in your current plan this month. New items will be blocked until {{4}}, when the limit resets, unless you add more capacity.
- View usage
Plan usage limit reached
Utilityusage_limit_reachedLanguage: en
Use it when: When a customer hits a hard limit in a SaaS plan, broadband data pack or API quota.
Variables Variable Meaning Sample {{1}} Account owner first name Neha {{2}} Used amount 500 {{3}} Plan allowance 500 invoices {{4}} Reset date 1 Nov - Link to a usage page, not a pricing page; a direct upgrade pitch makes the message marketing.
Hi {{1}}, your KYC for account {{2}} is still pending. Please complete it on our secure portal by {{3}} to keep withdrawals active. We will never ask you to send documents or OTPs on WhatsApp.
- Complete KYC
KYC pending
Utilitykyc_pending_reminderLanguage: en
Use it when: For fintech, broking and wallet businesses with a regulatory KYC deadline.
Variables Variable Meaning Sample {{1}} Customer first name Imran {{2}} Masked account id PS-•••4821 {{3}} Deadline 31 Oct 2026 - Collect documents only on your own signed-in portal; asking for Aadhaar or PAN images in chat is a rejection risk and a security risk.
Hi {{1}}, {{2}} was debited from your PaySetu wallet ending {{3}} at {{4}} on {{5}}. Not you? Tap Report and we will block the wallet.
- Report
Transaction alert
Utilitytransaction_debit_alertLanguage: en
Use it when: For every debit above the threshold the customer chose, in fintech and wallet apps.
Variables Variable Meaning Sample {{1}} Customer first name Farhan {{2}} Amount ₹4,500 {{3}} Last 4 digits 4821 {{4}} Merchant Sharma General Store, Pune {{5}} Date and time 12 Oct, 6:20 pm - Words between every pair of variables ("at", "on") keep the sentence readable and avoid side-by-side placeholders.
Hi {{1}}, your Ledgerbook account has had no sign-ins since {{2}}. As per our terms, inactive free accounts are closed after 12 months, so this account will be closed on {{3}}. Sign in once before then to keep it.
- Sign in
Inactive account notice
Utilityaccount_deactivation_noticeLanguage: en
Use it when: Thirty days before a policy-based account closure or data deletion.
Variables Variable Meaning Sample {{1}} User first name Pooja {{2}} Last sign-in date 14 Nov 2025 {{3}} Closure date 14 Nov 2026 नमस्ते {{1}}, आपके खाते में {{2}} को एक नए डिवाइस ({{3}}) से लॉग-इन हुआ है। अगर यह आप थे, तो कुछ करने की ज़रूरत नहीं। अगर नहीं, तो तुरंत नीचे दिए बटन से अपना खाता सुरक्षित करें।
- खाता सुरक्षित करें
New device sign-in (Hindi)
Utilitynew_device_login_hiLanguage: hi
Use it when: For users who chose Hindi as their account language.
Variables Variable Meaning Sample {{1}} User name सुनीता {{2}} Date and time 12 अक्टूबर, रात 9:42 {{3}} Device Android फ़ोन Hi {{1}}, aapke {{2}} account ka balance ab {{3}} hai. Balance zero hone par service ruk jayegi. Recharge ke liye neeche button dabaiye.
- Recharge karein
Low balance (Hinglish)
Utilitylow_balance_hinglishLanguage: en
Use it when: For customers who chat in Roman-script Hindi. Submitted under English (en) because WhatsApp has no Hinglish language code.
Variables Variable Meaning Sample {{1}} Customer first name Rahul {{2}} Service broadband {{3}} Balance ₹48
Frequently asked questions
Are security alerts utility or authentication templates?
Utility. Authentication templates only carry one-time codes for logging in or verifying an account. Alerts about logins, password changes, balances or transactions are utility templates.
Can I ask customers to reply with their OTP to confirm a login?
No. Asking for codes or passwords in chat is a common rejection reason and teaches customers a habit that fraudsters exploit. Ask them to act on your own signed-in page instead.
How fast are WhatsApp alerts delivered?
Delivery depends on the recipient's phone being online and is never guaranteed. For critical alerts, track each message's delivery status and fall back to SMS or email if it is not delivered within the time you need.