# Migrate a number to 360Dialog

## **How to migrate a phone number**

Migration is initiated using Embedded Signup. 

[2fa must be disabled](/docs/resources/phone-numbers/2fa.md) on the existing WABA before initiating the migration using the Embedded Signup. 

{% stepper %}
{% step %}

#### Login / Create an account

Businesses working with a 360dialog Partner must follow the Partner process to launch the Embedded Signup. \
\
Businesses that integrate directly with 360dialog / without a Partner must log in or create an account.

<div align="left"><figure><img src="/files/DyRbnEaCb1Vqg817ggG5" alt="" width="413"><figcaption></figcaption></figure></div>
{% endstep %}

{% step %}

#### **About your number**

When confirming the status of the number, select option "Yes, this number is connected to the WhatsApp Business API".

This indicates that the number is already registered to the WhatsApp Business Platform with an alternate BSP.

<div align="left"><figure><img src="/files/0jbcE7JSZQoys5B9QZWp" alt="" width="554"><figcaption></figcaption></figure></div>
{% endstep %}

{% step %}

#### Start Embedded Signup

Click **Start Embedded Signup** to launch the Embedded Signup flow hosted by Meta.&#x20;

<div align="left"><figure><img src="/files/EgFWKrF45xXYXmbJVyGC" alt="" width="437"><figcaption></figcaption></figure></div>
{% endstep %}

{% step %}

#### Login

Login to a Facebook user account with admin permissions for the Meta Business Portfolio.

<div align="left"><figure><img src="/files/pffBNT3q4xTaOdYuIljl" alt="" width="522"><figcaption></figcaption></figure></div>
{% endstep %}

{% step %}

### Select the Business Portfolio

Select the target Business Portfolio to which the phone number will be migrated.&#x20;

<div align="left"><figure><img src="/files/1Zfw52fY06bOdLBuuKAL" alt="" width="520"><figcaption></figcaption></figure></div>
{% endstep %}

{% step %}

### **Create a new WABA**

Select the option to create a new WhatsApp Business Account. It is required to create a new WABA so the 360dialog Credit Line can be set.&#x20;

<div align="left"><figure><img src="/files/A8tbHCbaUjg6M0rm6S9r" alt="" width="522"><figcaption></figcaption></figure></div>
{% endstep %}

{% step %}

### Select an existing WhatsApp profile

Create or select a WhatsApp profile
{% endstep %}

{% step %}

### Trigger OTP

Enter the phone number to be migrated and OTP.&#x20;

{% hint style="warning" %}
**Expected Migration Message**

When migrating a phone number to 360dialog, the message should be returned in the Embedded Signup: 'This number is registered to an existing WhatsApp Business account or another Business Solution Provider'.&#x20;
{% endhint %}

<div align="left"><figure><img src="/files/tg1cJwY9b7r8FrGCOSUe" alt="" width="527"><figcaption></figcaption></figure></div>
{% endstep %}

{% step %}

### Enter OTP&#x20;

Received the OTP using SMS or Voice, enter the code to confirm the migration.&#x20;
{% endstep %}
{% endstepper %}

Troubleshooting

Here are some common errors and solutions that you might encounter during the migration process:

<details>

<summary>This number is registered to an existing WhatsApp Account. </summary>

This means that the WhatsApp number was not registered with the WhatsApp Business Platform previously and is registered with a standard WhatsApp consumer App / WhatsApp Messenger. Therefore, it is not required to do the migration flow. \
\
Solution: Open the standard WhatsApp consumer app / WhatsApp Messenger on mobile and [delete the associated account](https://faq.whatsapp.com/2138577903196467/?cms_platform=android). Then it will be possible to register the number for the WhatsApp Business Platform.&#x20;

<div align="left"><figure><img src="/files/CsbefXlAUQdNS4MOTFyp" alt="" width="548"><figcaption></figcaption></figure></div>

</details>

<details>

<summary><strong>"Two-factor authentication not yet disabled"</strong></summary>

Before migrating a phone number, two-factor authentication (2FA) must be disabled on the existing WABA. 2FA [must be disabled](/docs/resources/phone-numbers/2fa.md) from Meta Business manager > WhatsApp Manager > Phone Number

</details>

<details>

<summary><strong>"Register Name should be present and approved"</strong> </summary>

The[ Display Name](/docs/resources/phone-numbers/display-names.md) of the account [must be approved](#how-can-i-check-if-the-display-name-of-my-number-is-approved). Phone numbers cannot be migarted if the Display Name is not approved. In case display name approval is pending, wait until it's approved or contact support.&#x20;

</details>

<details>

<summary>"This phone number is eligible to be added directly, and does not need to be migrated. Please go to the 360Dialog Client Hub and add it as a new number"</summary>

This means that you should not use the migration form to register this number.

</details>

<details>

<summary>"The phone number you are trying to port has already been moved to your destination WhatsApp Account. Please log in to the 360dialog Client Hub to continue."</summary>

This means that the number is already available in 360Dialog.

</details>

<details>

<summary>"Something went wrong when trying to migrate your phone number. Please try again after some time. If that does not work, please contact our support via the 360Dialog Client Hub."</summary>

This means that an unexpected error occurred. Contact our support team so we can investigate accordingly.

</details>

## FAQ

<details>

<summary>How can I check if my number is able to receive PIN Code via SMS or Voice Call?</summary>

Try to call it from an international number and/or send an SMS to it. If you are not able to receive the call/SMS, you may have troubles verifying the phone during the migration process.

Please reach out to your phone number provider to get help.

</details>

<details>

<summary>How can I check if my Meta Business Account is verified?</summary>

Go to the [Business Security Center](https://business.facebook.com/settings/security) and ensure the status is **"** :white\_check\_mark: **Verified"** for you organization.

<figure><img src="/files/DOT9UCqukhl0u3SeEsUR" alt=""><figcaption></figcaption></figure>

If it's not, [check here how to verify your Account](broken://pages/-MHGDy3N7xA2Fk1diVl2).

</details>

<details>

<summary>How can I check if my WhatsApp Business Account (WABA) is approved?</summary>

Go to your [WhatsApp Business account](https://business.facebook.com/latest/settings/whatsapp_account) , and ensure the Account status is **"**:green\_circle: **Approved".**

<figure><img src="/files/Bc0LtJJGUCqQhxSLFBEI" alt=""><figcaption></figcaption></figure>

</details>

<details>

<summary>How can I check if 2FA is disabled?</summary>

Go to your WhatsApp Manager > Account Tools > Select the phone number > Settings > Two-step verification. You will see if it is enabled or not.&#x20;

<figure><img src="/files/J6RNQaieVwHUAHaWw6GB" alt=""><figcaption></figcaption></figure>

</details>

<details>

<summary>How can I check if my WhatsApp Business Account (WABA) has a valid payment method attached?</summary>

Go to your [WhatsApp Business account](https://business.facebook.com/latest/settings/whatsapp_account) , and the payment method should appear on the bottom-right side.

<figure><img src="/files/O44oeRiJXaMi0L29fau6" alt=""><figcaption></figcaption></figure>

</details>

<details>

<summary>How can I check if the display name of my number is approved?</summary>

Go to your [phone number settings inside WhatsApp Manager](https://business.facebook.com/latest/whatsapp_manager/phone_numbers), click on the phone number you want to migrate and see the *Profile* details

<figure><img src="/files/9RLgOKLwVq9wol5UsFyk" alt=""><figcaption></figcaption></figure>

</details>

<details>

<summary>How can I migrate a COEX number from another BSP to 360dialog?</summary>

If your business customer worked with a partner in the past and still shares the previous credit line, they may see an error when attempting to switch to a new partner. Follow the [guide](https://developers.facebook.com/documentation/business-messaging/whatsapp/solution-providers/support/business-customer-support#switch-partners-and-remove-previous-line-of-credit) to resolve the error.

</details>


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