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Migrate a phone number to a new WABA

We are currently experiencing issues with newly created WABAs for number migration. Our engineering team is addressing the issue with priority. You may see the following error messages when attempting to migrate to a new WABA:

  1. WABA ID not shared with 360dialog.

  2. Destination WABA does not exist or belongs to another client.

For migration between existing WABAs the process should not fail. If you encounter any other issue, please contact our Support Team immediately.

Migrating a phone number from Classic Signup WABA to Embedded Signup WABA

Historically, WhatsApp Business API accounts could only be created in a BSP's Business Manager and shared with the client's Business Manager. This is what is named Classic Signup.

A much better model was launched in early 2022, named Embedded Signup. With Embedded Signup, a Facebook pop-up is triggered and the business owner creates the WABA in their own Business Manager, by going through the Integrated Onboarding.

Key differences between WABA types created by the different signup flows

Given that an Embedded Signup WABA presents much more features and visibility to the business owner, migrating a number from the Classic model to the Embedded model is possible through the Migration Process. Here's how:

Rules

  • This migration will only move the phone number from one WABA to another, without changing the Business Manager. Both WABAs need to be in the same Business Manager, otherwise, the process will fail.

  • This process must be undertaken by the account owner, as outlined in this document.

  • You must be able to receive and verify a 6 Digit OTP code through SMS or Voice Call.

  • The migration happens on a number basis. This means each number has to be moved into the WABA individually. This process presents an opportunity to strategically distribute numbers across WABAs, thereby potentially optimizing free tier usage, moving numbers to Cloud API, and related benefits.

Migration Process

1. Create a new destination WABA

In the 360dialog Client Hub > Manage > Details > Whatsapp Business account > Migrate number to a different WABA, you can choose to create a fresh WhatsApp Business Account (WABA) or migrate your number to an existing one.

Please note that for security and ownership reasons, only the account owner should execute these steps. Ensure that you use your 360dialog Client Hub account linked to your email address. and your own Business Manager when registering your WABA.

When you make the decision to create a new WABA, you can initiate the process by selecting the appropriate option. This will activate the embedded signup feature, guiding you through the subsequent steps outlined below.

The following steps will create a WhatsApp Business Account (WABA), which can then be used as a target account for the existing number to be migrated to.

Note that this process may undergo some difficulties along the way due to various reasons.

We are actively working alongside Meta to improve the overall experience during the number migration process. If you need assistance while creating an new WABA, don't hesitate to reach out to our Support Team.

Step 1: Fill in the Business information

Select from creating a New Meta Business Account or use an existing Meta Business Account.

During this step, ensure to select the appropriate Meta Business Account. It is possible to migrate a number between accounts only if the source and destination Business Manager IDs are the same. Please refer to Whatsapp Accounts Structure.

Step 2: Create a WhatsApp Business Account

In this step, you have the following options:

"Choose a WhatsApp Business Account"

All WABAS currently associated with the Business Manager ID provided in the previous step will be available for selection.

To create a new WABA, choose the option to "Create a new WhatsApp Business Account" and complete all the required business details in the next step.

Prefer to use clear and distinct WABA names to avoid mistakes. Take note of the existing WABA ID and Name before creating a new one for easy differentiation during the migration steps.

Step 3: Create the new WhatsApp Business Profile

If you choose to create a new WhatsApp Business Profile, select the option "Create a new WhatsApp Business Profile" and complete all the required business details on the next screen.

Step 4: Exit the Embedded Signup process

Click Next and once the WABA is created, you can close this page and return to the 360dialog Hub migration feature.

2. Select the newly created WABA to transfer the number

Once you've successfully created a new WABA, you can proceed to the migration screen within the 360dialog Hub. From here, you have the option to relocate the phone number from the old WABA to this new one.

For this process to work, the WABA must be newly created and not older than 48 hours.

3. Verify ownership of the number

After selecting the new WABA ID, you'll need to verify your phone number. You'll receive a 6-digit PIN via SMS or phone call.

4. Finish the Migration process

Once the migration procedure is finished, you can confirm the successful transfer by checking the status of the number within your previous WABA on WhatsApp Business Manager. If the status is indicated as "transferred," the migration was carried out correctly. At this stage, you can easily proceed to delete the number from the old WABA directly within the WhatsApp Business Manager.

The 360dialog Hub will reflect the new WABA Name on the Details Page after a refresh.

Should any issues arise during this process, please contact our support team for assistance

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