Migrate a number to 360Dialog

This document explains how to migrate a number to 360Dialog from another BSP or directly from Meta.

How to migrate a phone number

Migration is initiated using Embedded Signup.

Checklist

Before migrating a number, please ensure the following checklist is completed:

The number can receive and verify a 6-digit PIN via SMS or voice call, and it can accept international calls.
The user performing the migration must have the required access to the Meta Business Portfolio or WhatsApp Asset.
The source Meta Business Portfolio is verified.
The source WhatsApp Business Account (WABA) is approved.
The Display Name is approved.
Two-Factor Verification (2FA) is disabled for the number.
The business website is live and accessible. Meta may verify the website listed in Meta Business Suite > Business Info, and if it is incorrect or inactive, the account could be taken offline following the number migration.

Process

Log in to 360dialog

Please log in to your 360dialog account. If you don't have an account, you can create one here.

If you work with the integration partner, please start from their app.

Click Add number

On the numbers page, click Add number

Add number disabled

The Add Number button is disabled for Partner-Paid accounts. ⇒ If this button is disabled, it indicates that you have a Partner-Paid account, where your partner manages WhatsApp API billing on your behalf. In this case, you must add a number through your integration partner’s application. If you do not have an integration partner, please contact our support team for assistance.

Select a Pricing Plan

Select the desired pricing plan and click Continue

Applicable for the direct-payment model. In the partner payment model, this step is skipped.

Add payment method (if applicable)

Direct payment clients need to have a valid payment method. They can create it during the onboarding. For clients for whom this step is not relevant, it is skipped. (E.g., partner payment model or already created payment method)

Enter phone number

Please enter the phone number and click Next

Info about the number

Please select the correct option. Migration flow is triggered when the option Yes, Business API is chosen.

Complete the requirements questions

To successfully migrate the number, all requirements must be met, so the answer to all the questions must be yes. If not, please follow this flow.

Click on the Embedded Signup Button.

Review and accept the terms provided by Meta by clicking Continue

Select Business Assets

Select the Meta Business Portfolio to which the phone number will be migrated.

Add Number

Please add the existing number. You will see this note:

Trigger OTP

Choose between a text message and a phone call.

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'.

Enter OTP

Received the OTP using SMS or Voice, enter the code to confirm the migration.

Connecting your account

This may take a few moments. Please don´t close the screen.

Once the number is successfully onboarded, you can finish the Embedded Signup by clicking Finish.

The number is connected

The embedded Signup window will be automatically closed, and you will be redirected back to the 360Dialog Hub or to the partner application.

Troubleshooting

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

This number is registered to an existing WhatsApp Account.

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. Then it will be possible to register the number for the WhatsApp Business Platform.

"Two-factor authentication not yet disabled"

Before migrating a phone number, two-factor authentication (2FA) must be disabled on the existing WABA. 2FA must be disabled from Meta Business manager > WhatsApp Manager > Phone Number

"Register Name should be present and approved"

The Display Name of the account must be 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.

"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"

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

"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."

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

"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."

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

FAQ

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

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.

How can I check if my Meta Business Account is verified?

Go to the Business Security Center and ensure the status is " ✅ Verified" for you organization.

If it's not, check here how to verify your Account.

How can I check if my WhatsApp Business Account (WABA) is approved?

Go to your WhatsApp Business account , and ensure the Account status is "🟢 Approved".

How can I check if 2FA is disabled?

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

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

Go to your WhatsApp Business account , and the payment method should appear on the bottom-right side.

How can I check if the display name of my number is approved?

Go to your phone number settings inside WhatsApp Manager, click on the phone number you want to migrate and see the Profile details

How can I migrate a COEX number from another BSP to 360dialog?

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 to resolve the error.

PreviousMigrations

NextMigrate a COEX number to 360Dialog

Last updated 3 months ago

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