HelpWhatsAppWhatsApp zones and packs

WhatsApp zones and packs

Five zones, five prices. Your visitors’ phone numbers decide which zone you need.

Owner & Manager Where: Billing → WhatsApp messages 4 min read

A zone is a group of countries with one price. Your zone also covers every cheaper zone.

What it is

A pack is {{addon.whatsapp.units}} WhatsApp messages, paid before you use them. Its price depends on its zone, and a pack covers its own zone and every cheaper one.

How to check it in turnda

Open Billing and look at the WhatsApp messages card: Your zone, Messages left and Packs this month. A line under Not covered by your zone counts visitors this month whose numbers your zone does not reach.
To compare zones, start switching on (or press Change zone) and type a country in the search box. A sketch of the world with a key shows what each zone reaches. It tells you which zone covers that country and what a pack costs, for example when you type Malaysia. A country that is not in the list is treated like Zone 2.
To see what your visitors are told, open a tracking page and tap See which countries. It lists the countries your business sends WhatsApp updates to.

A real example

A salon in Singapore has Singapore and Malaysian visitors, and some from Indonesia. Singapore and Malaysia are in Zone 3. Indonesia is in Zone 4. With a Zone 3 pack, the Indonesian visitors do not get WhatsApp, and the screen warns “Zone 3 doesn’t include Indonesia” before you pay, and asks you to tick I understand to go on. They keep the tracking link, the lobby TV and email. To cover them, choose Zone 4, which also covers Zones 1 to 3.

The five zones (price per pack of {{addon.whatsapp.units}} messages)

Zone	Price	Some of the countries it covers
Zone 1	{{addon.whatsapp.zone1}}	India, Sri Lanka, Nepal, Bangladesh, Turkey, Colombia, Egypt, the United States and Canada, the rest of Africa
Zone 2	{{addon.whatsapp.zone2}}	Brazil, Mexico, Nigeria, South Africa, Saudi Arabia, Qatar, Israel, Iraq, Poland, the rest of Asia-Pacific and Latin America
Zone 3	{{addon.whatsapp.zone3}}	Malaysia, Singapore, Pakistan, the United Arab Emirates, Spain, Chile, Kazakhstan, the rest of Western Europe
Zone 4	{{addon.whatsapp.zone4}}	Indonesia, Hong Kong, the United Kingdom, France, Italy, Peru, Argentina, Morocco, Oman, Romania, Ukraine, the rest of Central and Eastern Europe
Zone 5	{{addon.whatsapp.zone5}}	Germany, the Netherlands, Hungary, Russia, Kuwait

The lists change only at the yearly review. The screen where you pick your zone always shows the current one.

What happens in the system

1The visitor taps “Get WhatsApp updates”
Their message arrives from their own phone
2turnda reads the country of their number
For example +60 is Malaysia
3Is that country in your zone or a cheaper one?
Zone 3 covers Zones 1, 2 and 3
4Yes: two messages go out
Each one uses one message from your pack
5No: nothing is sent or used
They keep the tracking link and the lobby TV (and email only if they left one)

How one visitor’s phone number meets your zone.

	Zone 3 pack	Zone 4 pack Popular
A visitor with a Malaysian number	Gets WhatsApp	Gets WhatsApp
A visitor with an Indonesian number	Not covered. Keeps link and TV.	Gets WhatsApp
Price per pack of {{addon.whatsapp.units}} messages	{{addon.whatsapp.zone3}}	{{addon.whatsapp.zone4}}

Same visitor, two packs.

What you need to do

Choose the cheapest zone that covers most of your visitors. If a warning names a country you serve, either choose the higher zone or tick I understand to go on.
If you hold messages from two zones, each visitor uses the lowest-zone messages that still cover their number, oldest first. Messages only your dearer zone can use are kept for the visitors who need them. Nothing is refunded or converted.
If the new zone has a different pack price, Change zone shows the permission words for the new price and asks you to tick the box that begins “I allow turnda to charge the card I keep on file” again. Without the tick the zone does not change and you keep buying at the zone you ticked for.
A new zone starts with your next pack. Your messages left keep working in their old zone until they are used.
Prices are checked once a year in January. You are told 30 days before any change, and packs you already bought keep all their messages. See Price changes and the 30 days’ notice.

What turnda does not cover

Which country a number belongs to. It is read from the number itself. A visitor with a foreign SIM is placed by that number.
A country WhatsApp does not serve. If a country is not in the lists, it is treated like Zone 2, and WhatsApp’s own rules still apply.
The visitor’s phone and network. A covered visitor with no signal still gets the message late.

Common questions

Question	Answer
Does a Zone 5 pack cover Zone 1 visitors?	Yes. A pack covers its own zone and every cheaper one.
Is a message ever used for a visitor my zone does not cover?	No. Nothing is sent and nothing is used for them.
How many visitors is a pack?	Each visitor who turns on WhatsApp gets 2 messages, so one pack covers about 500 visitors.
Can I run one location in a higher zone?	A business has one zone. To run a place differently, run it as its own paid turnda account with its own zone.