Using a new phone number

Follow these steps to add a new phone number to your 360Dialog account

This guide shows how to add a new phone number to the WhatsApp Business API with 360Dialog.

Coexistence Onboarding

Is your phone number already on the WhatsApp Business app? Follow this guide to add it to WhatsApp Business API using Coexistence instead.

Migrations

Is your phone number already on the WhatsApp Business API? Click here to find how you can migrate it to 360Dialog; or to another MBM, WABA, or integration partner.

If the phone number you would like to add is not on the WhatsApp Business API, you can continue following this guide.

Prerequisites

• Valid phone number

  • Verification: The phone number must be able to receive a 6-digit PIN via SMS or voice call.

  • IVR: If your phone number has an IVR (automated menu), it must be temporarily disabled during the registration process.

• Meta Business Manager with complete Business Info

  • Create a new Meta Business Manager, or connect to an existing one during the Embedded Signup process.

  • Choose your Meta Business Manager carefully. If you register a phone number to the wrong Business Manager account, you will need to migrate it to the correct Business Manager account later, which may not always be possible.

  • Add information in the Business Info section of Business Manager Settings. Businesses must input their legal name, address, website link, and business phone number in this page. Having an incomplete Business Info section with any of this information missing will trigger an account review process by Meta, which may take some time.

• Check your website

  • Your website is reviewed by WhatsApp to ensure compliance with their Commerce Policy. To avoid immediate blocking, your website must:

    • Be live and publicly accessible.

    • Be secured with SSL (HTTPS).

    • Clearly describe your company’s business model.

Account Creation Process

Important notes:

• Each additional phone number added to an account will be charged accordingly.

• ISVs / Partners cannot onboard phone numbers on behalf of a Client (Business).

1

Log into 360Dialog Hub

If you don't have a 360Dialog Hub account, follow the link provided by your Integration Partner, or use our sign up page.

If you already have a 360Dialog Hub account, you can get started by signing into your account on the 360Dialog Hub.

2

Click the "Add number" Button

In the Numbers section of the 360Dialog Hub, click the Add number button:

The “Add Number” button is disabled for Partner-Paid accounts. If the button is grayed out, you may have a Partner-Paid account. This guide should be followed by owners of Direct-Paid accounts.

If your account is a Partner-Paid account, refer to your partner's documentation on adding a new phone number, or contact your partner for assistance.

3

Fill Out Form

You'll need to answer the following questions:

1. Is this number connected to the WhatsApp Business API?

   Select Yes if the number you are adding is already connected to a WhatsApp Business API account; otherwise, select No.

   You can find if the number is currently connected to the WhatsApp Business API by sending the number a message on WhatsApp. If the chat screen shows the message pictured below, then select Yes.

   

2. Is this number connected to WhatsApp Business App?

   Select Yes if this number is currently used in the WhatsApp Business app; otherwise, select No.

   You can find if the number is currently connected to the WhatsApp Business app by sending the number a message on WhatsApp. If the number displays a "Business Account" label and the chat screen shows the yellow-colored message pictured below, select Yes.

   

   Selecting Yes here will trigger the onboarding process for WhatsApp Coexistence. Coexistence makes it possible to use the phone number on both the WhatsApp Business app and the WhatsApp Business API. If you have answered yes, please follow this guide to continue: Using a phone number on the WhatsApp Business app

3. Is this number connected to a personal WhatsApp Account?

   Select Yes if this number is used on the personal WhatsApp app.

   You can find if the number is currently connected to the personal WhatsApp app by sending the number a message on WhatsApp. To check, send a WhatsApp message to the number from your phone: If the following message appears, select Yes.

   

   You will need to delete your personal WhatsApp app account. You can delete your personal WhatsApp app account by following this process. No chat history or information is migrated - if you would like to keep your chat history, please back it up first.

4

Select a Pricing Plan

Select the desired pricing plan and click the Continue button.

5

Continue to Embedded Signup

Click the Continue with Meta button to launch the Embedded Signup Flow.

6

Start Embedded Signup

Do not keep the Embedded Signup pop-up open for more than 1 hour, otherwise the session will expire. When the session expires, you will need to start the process again from Step 2.

Click the Start Embedded Signup button after reading through the disclaimers on the page.

7

Accept Meta's Terms

Click the Continue button to proceed with adding your phone number to 360Dialog. Clicking continue means an acceptance of Meta's terms.

8

Select Business Assets

Select a business portfolio (also known as a Meta Business Manager account), or select the option to create a new one.

Afterwards, select a WhatsApp Business account (WABA). If you would like to create a new WABA instead, select "Create a WhatsApp Business account".

If you chose to create a new Meta Business Manager or a new WABA, you will be asked to fill in some information in the next step.

9

Add Number

You will be asked whether to "Use a display name only" (a.k.a. Meta-Provided 555 Business Phone Numbers), or "Add a new number". If you have not met the prerequisites for a Meta-provided business phone numbers, the option to use a display name only may be grayed out.

Selecting the "Use a display name only" option is not recommended. We recommend reading through our Meta-Provided 555 Business Phone Numbers document before proceeding with the option.

If you already have your own phone number, select "Add a new number". Then verify the phone number using either a text message (SMS), or a voice call.

10

Finish Signup

Finish Embedded Signup by clicking "Next".

Troubleshooting

This section helps identify and resolve common issues that may occur during number registration or onboarding to the WhatsApp Business API.

Troubleshooting: Number Registration & IVR Issues

1. IVR-Enabled Numbers

If the phone number you want to register is connected to an IVR system, it must be able to receive the WhatsApp verification code. WhatsApp verification can only be delivered via:

Voice Call

• The number receives an English automated message containing a 6-digit PIN code.

SMS

• Only available for mobile numbers or numbers capable of receiving text messages.

• The number receives an SMS with a 6-digit PIN code.

Important:

Voice and SMS are the only registration methods supported by WhatsApp API. The number must be able to receive international calls or SMS. There are no workarounds.

For more information, refer to the Official WhatsApp Documentation.

Solutions for IVR Numbers

Solution 1: Whitelist/Redirect Sender IDs

If IVR is blocking registration calls:

1. Contact Support and request IVR Sender IDs (usually +1 US or +44 UK).

2. Add these numbers to your IVR whitelist or redirect rules.

3. Capture the OTP when the call arrives from one of these sender IDs.

Solution 2: Temporarily Disable IVR

If possible:

1. Request a 15-minute registration window from Support.

2. Disable IVR during that window.

3. Receive the registration call directly.

2. I Can’t Trigger the Verification Code (or I Get an Error)

If the number is linked to a WhatsApp or WhatsApp Business App account, registration will fail.

The WhatsApp app account must be fully deleted - uninstalling is not enough. To delete your account:

1. Open WhatsApp.

2. Tap More options > Settings > Account > Delete my account.

3. Enter your phone number in full international format and tap DELETE MY ACCOUNT.

4. Select a reason for why you're deleting your account in the dropdown.

5. Tap DELETE MY ACCOUNT.

For more information on how to delete your account, please follow this guide.

3. How to Check If a Number Is Still Linked to WhatsApp

Send a test message to the number.

If you see:

• One tick (Sent), or

• Two ticks (Delivered),

it means the number is still linked to a non-enterprise WhatsApp account.

That account must be deleted before registration.

4. I Don’t Receive the SMS/Call and No Error Appears

A common cause is IVR blocking the call. Refer to the IVR-Enabled Numbers section above.

5. Registration Timeout

Meta enforces cooldown limits:

• Wait 2 minutes between attempts

• After 3 failed attempts, a 2-hour lock is applied automatically

6. Basic Troubleshooting Checklist

Before opening a support ticket:

• Check Business Manager limits

  • Unverified Business Managers can only have up to 2 numbers

• Try again in a new browser window

• Take a screenshot if you get stuck

If the issue persists: create a Support Ticket in the 360Dialog Hub and include the screenshot.

7. My Account Was Disconnected After Signup

If the Business Info in Business Manager is incomplete (e.g., missing website), the account may be automatically disconnected during the WhatsApp Commerce Policy check.

1. Update all Business Info fields in Business Manager

   1. If any piece of information is missing (especially the website), you will need to fill it and then Request a Review from Meta.

2. Request a review via Account Quality (business.facebook.com/accountquality)

You do not need to contact 360Dialog for this step.

8. Common Errors

Refer to Meta’s official error guidelines and complete error table for descriptions and solutions.

9. Ongoing Registration Issues

• 360Dialog is not responsible for issues caused by a number linked to a non-enterprise WhatsApp account.

• The number owner is responsible for ensuring the number is free of other WhatsApp accounts.

• 360Dialog Support may decline troubleshooting for numbers with repeated failed attempts.