Migrate number from Meta or alternate BSP to 360dialog Cloud API

This process works if the current account is using On-premise or Cloud API. Once migrated, the number will have Cloud hosting with 360dialog.

Ensure that your Integration Partner is enabled for Cloud API. If not, the hosting type for this process will be On-premise.

What is Number Migration?

Number migration means that a phone number that is already registered for the WhatsApp Business API can be moved between WhatsApp Business Accounts.

This allows for businesses to change BSPs (Business Solution Provider) or move their number to a new account. It is possible to migrate a number between accounts only if the source and destination Business Manager IDs are the same.

After being migrated, a phone number keeps its display name, quality rating, messaging limits, Official Business Account status, and any high-quality message templates previously approved

What is moved with the number?

Template Messages and chat history migration Only the high quality message templates are migrated on this process. In practice, they are copied to the destination WABA. These templates do not need to go through review again and can be sent immediately. Low quality, rejected, or pending templates are not migrated. Any existing message templates in the destination WABA will not be overwritten. Message and chat history are not migrated with this process.

Catalogs Catalogs are not migrated with this process.

Billing Migration Messages sent before migration are charged to the source BSP. Messages sent after migration are charged to the destination BSP. Messages sent from the source, and that are not delivered before migration, are still charged to the source BSP when they get delivered.

Official Business Accounts (Green Badge) Official Business Accounts (OBAs) can be migrated between WABAs. The only requirement is that the two-factor authentication needs to be disabled during the migration process. It can be re-enabled after the number is migrated.

Prerequisites for Migration of Numbers

A valid WhatsApp Business Account and access to the phone number

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

• The source WhatsApp Business Account must be approved.

• Two-Factor Verification must be disabled for the number.

You or the existing BSP must disable 2FA. The 2FA can and should be disabled without also removing the entire deployment or deleting the number.

Meta rules state that the BSP cannot delay or difficult the disablement of 2FA or the migration process at all. If this happens, please report to us and we will escalate the case to Meta.

Admin Access to Business Manager

• Meta Business Manager ID

• You must have Admin access to the FBM Account.

Preparation checklist

Before migrating a number, it's important to go through the following checklist:

1. Admin Access to Meta Business Manager You must have Admin access to the FBM Account.

2. Meta Business Manager is verified Your Meta Business Manager must be fully verified.

3. Phone number access You must have access to the phone number to receive a 6 Digit PIN Code via SMS or Phone Call.

4. 2FA Disabled You must check and confirm with your old BSP that Two-Factor Verification (2FA) is disabled on the existing WhatsApp Business API Client.

5. Business website is live Meta checks if the Website listed in the Meta Business Manager > Business Info section is correct and live. If it isn't, your account will be offline after the number is migrated.

🇧🇷 Extra step for Brazilian numbers: Check in your current WhatsApp profile if the number registered has the extra 9 or not. When migrating the number, it should look exactly the same as the current profile.

How to start the migration

If you are not working with a Solution Partner

Please use this form to migrate your WhatsApp Business API account to 360dialog.

If you are working with a Solution Partner

Ask your Partner for their Migration form.

After you have submitted the initial information either through your 360dialog Client Hub or through a Solution Partner Number Migration Form, you will start the number migration process that is detailed below.

1. Submit Account details

The number migration process starts with submitting your company details.

Note that the first page of the form will create a new 360dialog Client Hub account. If you already have an account, Log-in and select the option "Import from another BSP" right next to the Add number button and proceed to step 3.

2. Proceed with migration in 360dialog Client Hub

Once the account is created, you will be prompted to log in to the 360dialog Client Hub and continue from there. When logged in, you will be able to access the tool for the migration.

3. Create a new WABA or connect an existing one

In the 360dialog Client Hub, you must enter the phone number to be migrated, and you can either create a new WhatsApp Business Account (WABA) or migrate the number to an existing account.

If you choose to create a new WABA, you can initiate the process by selecting the appropriate option. This will activate the embedded signup feature, where you should follow the steps outlined below to successfully create a new WABA.

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. In such cases, we have identified necessary workarounds to overcome some issues.

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

To create a Whatsapp Business Account, follow these simple steps through the Embedded Signup process:

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.

Avoid aborting right after clicking "Next." Send the verification code to a dummy number on the next screen as a workaround to actively create the new WABA. After the code is falsely sent, the process can be aborted.

Step 4: Use a dummy number to false-trigger the registration

In some cases, the WABA creation may not be effective after clicking "Next". We are actively working alongside Meta to improve the overall experience during the number migration process. As a workaround, we suggest using a random number (e.g., 123456789) to trigger the registration process.

Do not insert the current number to be migrated or an existing number in the account.

You can delete this dummy number in your WhatsApp Business Manager later.

Step 5: Exit the Embedded Signup process

Once the code is falsely sent, you can close this page.

4. Find the newly created WABA and copy the ID

See how to find the new WABA ID here. If you can't find the new WABA, the process has failed. Please try creating it again. If you still encounter issues, please contact our support team for help.

5. Continue migration through the 360dialog Hub

Return to the Migration Screen and select the checkbox "I have just created the business account as the previous steps indicated".

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

6. Verify ownership of the number

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

That's it! Your number has been migrated successfully.

7. Grant Permission to Partner

Once the process is completed, you must grant permission to the new Partner to manage your account.

In the 360dialog Client Hub v2, access the menu bar at the top of the Hub > Settings > Partner Settings.

In the Partner Settings section, select the numbers that you wish to grant permission to the new partner to manage. Once you have made your selection, click on the "Save Changes" button to apply the permissions.

Troubleshooting

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

"This number is already connected to an existing WABA"

This error may occur when adding the number for migration in step 3 verification screen. A new WABA should be created anyhow. If you face issues, try using a dummy number. For further help, please reach out to our Support team

"Two-factor authentication not yet disabled"

Before you can verify your phone number ownership you first need to disable two-factor authentication (2FA) for this number. This can be done either by you or by the Business Solution Provider, that is currently in charge of this number.

Please confirm that the 2FA was disabled before submitting the account for migration.

"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. Please follow the process listed here instead.

"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. You can use the 360 Client Hub to manage it.

"The source and destination WhatsApp Business Accounts need to represent the same business. Please use the same Business ID as before when submitting the number for migration."

This means that the Meta Business ID sent in the form is not the same ID that currently manages this account. Please check the Business Manager and/or the old BSP dashboard to confirm which Business ID manages this WhatsApp account.

Click here to understand more about the WhatsApp accounts and IDs.

"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. Please reach out to our Support team with the information about this number and account so we can investigate accordingly.