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A phone line is a real Brazilian landline number that you rent from Pilot Status to activate a WhatsApp account on it, with no SIM card. When WhatsApp verifies the number, it calls the line; Pilot Status picks up the call, transcribes the audio, and shows the 6-digit code on the line’s page.
A line only receives calls. It does not place calls and, being a landline, it does not receive SMS: in WhatsApp, the code must be requested by phone call (Call me). Waiting for the SMS only burns the waiting window.
A line is a product separate from WhatsApp numbers: buying one neither creates nor connects a number in your workspace. It is available on every plan, including Free, and the price is the same on every plan and for any quantity — see Phone line pricing and billing. This guide covers the dashboard flow. To do the same from code, see the Phone Lines API.

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Who can do what

Lines live under Phone lines in the sidebar, right below Numbers. The item only shows for Owner and Admin: the activation code is a credential — whoever holds it can register a WhatsApp account on the line.

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Before you start

  • Wallet balance or a saved card. The purchase comes out of the prepaid wallet first; the saved card covers any shortfall.
  • The account holder’s details, asked only on the first purchase: the CNPJ or CPF, a PDF, JPG, PNG or WEBP document of up to 10 MB, and a WhatsApp number to receive the confirmation code.

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Step by step

1

Open Phone lines and click Buy a line

With no lines yet, the page shows the Buy a line button with the monthly price (for example, Buy a line · R$33.90/month in a BRL workspace). Once you have lines, Buy a line sits at the top of the page.The purchase has three steps: Verification, Numbers and Confirm. Once the account holder is verified, the Verification step shows as done and the purchase starts at the numbers.
2

Confirm who the account holder is (first purchase only)

A phone line is a regulated service, and verifying the holder is Pilot Status’s responsibility to the carrier. It is asked only once, for the whole workspace. You can also do it from code, with the account holder verification API — it is the same verification.
  1. Under You are buying as, pick Company · CNPJ or Individual · CPF.
  2. Type the document number. A CNPJ may have letters and digits, in the federal registry’s alphanumeric format — type it as it appears on the CNPJ card.
  3. Enter the Holder WhatsApp number: pick the country (DDI) in the field’s selector — Brazil (+55) comes selected — and type the number; for a Brazilian number, with the area code (DDD). Click Continue.
For a CNPJ, Pilot Status checks the federal registry (Receita) right away. A CNPJ that is not active, or that no public registry finds, cannot buy lines. If the registry is down, the verification goes ahead on the document and is checked by hand. For a CPF, the check is done on the document alone.Then, on the same screen, in any order:
  • Document — drag the file in or click to choose it. For a CNPJ: the CNPJ card, the articles of incorporation or the registration proof. For a CPF: an ID card (RG), a driver license (CNH) or the CPF registration proof, with the number readable. The document is read automatically. While the contacts are still unconfirmed, a file whose number cannot be read reliably (glare, a blurry photo, a crop, low resolution) makes the dashboard ask for a new one; a document the automatic read does not confirm goes to manual review.
  • Contacts — type the 6-digit code sent to the WhatsApp number you entered, from the Pilot Status WhatsApp. If your account e-mail was never confirmed, a second code arrives by e-mail. If, when you start the verification, Pilot Status has no WhatsApp sender available, the code goes by e-mail only and the WhatsApp number you entered is recorded unconfirmed — the dashboard says so. The code is valid for 10 minutes, accepts up to 5 wrong attempts, and a new one can be requested every 60 seconds (Did not get it? Resend code).
This code confirms you. Do not confuse it with the WhatsApp activation code, which arrives later, by phone call, on the line you buy.
While the contacts are not confirmed yet, Fix details takes you back to the form. Once the document and the contacts are in, the verification is approved and the dashboard moves straight on to picking numbers — or it goes under review (Verification under review: you can already buy): the Pilot Status team checks the document by hand, and you buy and use lines normally in the meantime. If the check does not pass, the lines bought during the review go back to the carrier and what you paid for them returns to your wallet as balance.A manual review ends in one of these ways, and the holder and the workspace owner get a notice:
3

Pick numbers by area code

Pick the Area code (DDD) — you can search by the code, the state abbreviation or the state name — and click Search numbers. The dashboard lists numbers available in that area code; click the ones you want.You can pick up to 10 numbers per purchase. For more, make another purchase after this one — there is no limit on lines per workspace. If the area code has no numbers available right now, try another one.
4

Confirm and pay

The Confirm the purchase screen lists each number with its monthly price and the Total now. Before you click Buy, note that:
  • The first month is charged in full now, with no proration. Each line renews every month on the purchase day.
  • The amount comes out of the wallet balance; the saved card covers any shortfall.
  • You can cancel anytime: the line stays until the end of the paid month, with no refund.
Each number is bought independently, and the result is shown per number. One that fails does not undo the others. If a number fails after it was charged, the amount goes back as wallet balance — including any part paid by card. The most common failures:
  • The payment did not go through — nothing stays charged. The dashboard opens Add balance to finish the purchase (afterwards, also from the Add balance and try again button): it shows the total, the balance and what is missing, takes Pix (BRL accounts only) or card and, once the balance is in, goes back to the confirmation with the same numbers.
  • This number is no longer available — someone else bought it, or it left the carrier’s stock. Pick other numbers takes you back to the search.
  • The card processor did not answer — the wallet was not debited, but the card may have been charged. Check your card statement before trying again.
A double click, or a retry of the same confirmation, does not charge the same number twice.
5

Request the activation code

Open the line (Open line) and, before asking WhatsApp for the code, click Wait for a new code. The line is prepared at the carrier — so the audio of an earlier call is never read as the new code — and the dashboard shows Waiting for the call from Meta, with the Time left: the line waits for the call for 5 minutes.Now, in WhatsApp Business, register the line’s number and, when the app asks how to receive the code, tap Call me.When the call arrives, the dashboard shows The call arrived: reading the code…. It usually takes a few seconds but can take a minute or two; there is no need to ask for another code. Meanwhile you can already listen to the recording (Listen). If reading fails, it is retried from the stored recording, up to 3 attempts.The code shows up large, with Copy. Type it into WhatsApp and you are done.

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When the code does not show up

There is only one code request waiting per line. If you asked by mistake, or want to start over before the 5 minutes are up, click Cancel wait: the request ends right away and you can ask again. If the call was already captured when you click, the cancel does not apply: the code keeps being read and shows up on screen. A line can request as many codes as it needs over its life. The 20 most recent requests show in the line’s Code history, with the time, the code, the recording and the status.

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Name a line

Click the pencil next to the number at the top of the line’s page (Edit name). The name is optional, up to 60 characters, and becomes the line’s title in the list, on its page and on its charges. Left blank, the line shows its number again. Owner and Admin can rename a line, whatever its status.

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Get line events by webhook

For your system to learn right away that a code arrived, a renewal failed or a line was suspended, register a webhook under Phone lines → Line webhooks. It is a registry separate from the number webhooks: a number webhook never receives line events, and vice versa. A line’s events carry its name (or its formatted number, when it has none), and the code events — call audio received, code received and code not obtained — carry audioUrl, the address of the call recording, which your system downloads with the API key. The screen is described in Phone lines in the dashboard; events, payloads and the signature are in Phone line webhooks.

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Renewal

Each line renews every month, on the purchase day — the date shows on every line (renews …). The first month was paid at purchase; from then on, each renewal comes out of the wallet and the saved card covers any shortfall. About 48 hours before, you get one notice listing the lines about to renew and the total. If the balance does not cover the renewals of the next 7 days and you have no saved card, you also get a notice ahead of time. Dates, amounts and the history of every charge are under Plans → Finance. The details are in Phone line pricing and billing.

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Suspension for non-payment

If a renewal cannot be charged, the line goes to Payment due and the charge is retried every 6 hours:
  1. Payment due — the line keeps working, new codes included, for 2 days.
  2. Suspended — after those 2 days. It stops receiving new codes, but the history stays visible.
  3. Returned — 1 day after the suspension, the number goes back to the carrier, and the line’s code history and recordings are deleted. There is no way back.
From the first failed charge to losing the number takes about 3 days. Every step sends a notice to the holder and to the workspace owner. To settle, add balance and click Pay for all on the lines list, which charges every overdue line — or Pay … now / Pay … and reactivate on a line’s page, which charges that line only (when others are overdue too, the page says so, with See and pay all). Paying late reactivates the line and keeps the original renewal date.
A returned number is no longer yours, and the WhatsApp account activated on it stays tied to it. Whoever rents the number next can request a verification code and take over the account. Keep a balance or a saved card — or, if you no longer need the line, move the WhatsApp account to another number first.

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Cancel or return a line

The button sits at the top of the line’s page, next to its status, and only the Owner sees it. To confirm, you type the line’s number.
  • Line in good standing: Cancel line. The cancellation is scheduled. The line keeps working until the end of the month already paid, with no refund, is not renewed and, on that day, the number goes back to the carrier. Until then, Undo cancellation reverts it.
  • Overdue line: Return number. There is no paid period left, so the number is returned right away. It cannot be undone.
Either way, once the number goes back to the carrier, the line leaves the list and its page only says the number no longer belongs to you. There is no guarantee you can buy the same number back. The code history and the call recordings are deleted when the number goes back to the carrier: right away with Return number; at the end of the paid month for a cancellation. After Return number, the list shows … was returned — The code history and the recordings were deleted. There is no pending charge for this line.

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For developers

Verifying the account holder, searching and buying numbers, listing and cancelling lines, requesting activation codes and downloading the call recording also work through the public API, with a tenant-scoped key — the verification is in Account holder verification. These stay dashboard-only: naming a line, undoing a cancellation, paying overdue lines right away (Pay for all, Pay … now) and Choose which to keep, and setting up the line webhooks.

API overview

Key scope, permissions, lifecycle, limits and every error code.

Search and buy

GET /v1/phone-lines/available and POST /v1/phone-lines, with Idempotency-Key.

Activation codes

Prepare the line, poll the request, cancel the wait and read the history.

Line webhooks

phone_line.* events, payloads, signature and retries.