Using a new phone number

The Embedded Signup flow is the fastest and easiest way to create a WhatsApp Business account and register a number.

How to start the account creation

If you don't have a 360Dialog Client Hub account

• It's important that this Meta account has admin access to the Meta Business Manager that will manage this WhatsApp account.

• To create a new account, use an Embedded Signup entry point such as an Integration Partner or our signup page. The first page of the form will create a 360dialog Client Hub account for you.

If you already have a 360dialog Client Hub account

• You must access the 360dialog Client Hub, click on the 'Add number' and then Continue with Facebook which will launch the Embedded signup flow.

Prerequisites

To get a WhatsApp Business API Access, you will need the following:

• Valid phone number

  • This phone number must be able to receive and verify a 6 Digit PIN Code through SMS or Voice Call.

  • If this number has an IVR system enabled, the IVR needs to be temporarily disabled during the registration process.

• Meta Business Manager with complete Business Info

  • You can create a new Meta Business Account or connect to an existing one during the Embedded Signup process.

  • Please choose your Business Manager carefully, since it can't be changed after the number is registered. It is mandatory that the Business Manager is owned by the Business who is sending messages. Adding users who do not belong to this company can cause your Business Manager to be blocked.

  • You must add your information in the Business Info section of Business Manager Settings. You need to include a legal name, an address, a website, and the business phone number you intend to use for messaging:

  

Check your website

This information is used by WhatsApp team to ensure compliance with the WhatsApp Commerce Policy. If it's not completely filled, the account will be immediately blocked.

Therefore, the website must:

• be provided

• be working

• be secured with SSL

• have a clear explanation of the company's business model

• Check your website

  • This information is used by WhatsApp team to ensure compliance with the WhatsApp Commerce Policy. If it's not completely filled, the account will be immediately blocked.

  • Therefore, the website must:

    • be provided

    • be working

    • be secured with SSL

    • have a clear explanation of the company's business model

Account creation process

1

About Your Number

When adding a new number to 360Dialog, it’s essential to select the correct information to activate the appropriate setup flow.

You'll need to answer the following:

1. Is This Number Connected to the WhatsApp Business API?

   1. Select Yes if the number you are adding is already connected to a WhatsApp Business API account (you’ve previously used it to set up an account under the Cloud API or a Business Solution Provider (BSP), other than 360Dialog).

   2. To confirm, try sending a WhatsApp message to this number from your phone. If the number displays a "Business Account" label, it’s likely connected to a Business API account:

      
   3. If the above conditions don’t apply, select No.

2. Is This Number Connected to a WhatsApp Business App Account?

   1. Select Yes if this number is currently used with a WhatsApp Business App account on a mobile device or this number is linked to a personal WhatsApp account used on a mobile device.

   2. To check, send a WhatsApp message to the number from your phone. If it appears as a regular Business Account or Business (not API), select Yes. Otherwise, select No.

      
   3. If you select yes to the question “Is this number connected to Whatsapp Business App”, you will trigger the onboarding process for Coexistence. See more details in our specific documentation.

3. Is This Number Connected to a personal WhatsApp Account?

   1. Select Yes if this number is linked to a personal WhatsApp account used on a mobile device.

   2. To check, send a WhatsApp message to the number from your phone: if the following message appears, select yes.

      
   3. You will need to delete your personal account before submitting to the API, following this process. No chat history or information is migrated, so export the conversations if you need history.

2

Complete the Embedded Signup Flow

Do not keep the Embedded Signup pop-up open for more than 1 hour, otherwise the session will expire. Please ensure that you have all the prerequisites ready before starting.

Troubleshooting: Number Registration & IVR Issues

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

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.

Solution

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

Solution

1. Send a test message to the number.

2. 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 Client 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.

Solution

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.