Migrate a number to 360Dialog

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

What is Number Migration?

In the context of the WhatsApp Business Platform, migration refers to the process of transferring a phone number from one WhatsApp Business account to another, without losing its messaging history, display name, or quality rating.

Migration Support Calls Businesses that require support when migrating enterprise phone numbers with high messaging volumes can contact the support team to request additional migration assistance.

Impact on Assets

Migrated	Not migrated
​✅ Display name	​ ❌ Low quality, rejected, or pending message templates.
​✅ Quality rating	​
​✅ Messaging Limits	​
​✅ Official Business Account status	​
​✅ Any high-quality message templates previously approved	​

Template messages Only the high-quality message templates are migrated in 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. Template quality ratings are not duplicated. All duplicated templates will start with an UNKNOWN rating. Low-quality, rejected, or pending templates are not migrated. Any existing templates in the destination WABA will not be overwritten. Chat history migration Message and chat history are not migrated with this process.

Catalogs Catalogs are not migrated with this process.

Official Business Accounts (Blue checkmark) 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.

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.

Prerequisites for Migration of Numbers

A valid WhatsApp Business Account and access to the phone number

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

• The WhatsApp Business Account connected to the number to be migrated must be verified by Meta. Accounts not live for any reason cannot be migrated.

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

The client or the existing BSP must disable 2FA. The 2FA should be disabled without removing the entire deployment or deleting the number.

Admin Access to Business Manager

• Meta Business ID of the number to be migrated.

• The client must have ownership of the Business Account.

Preparation checklist

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

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

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

• Display Name is verified The Display Name must be approved.

• Existing waba must have the status of approved

  The waba must be approved and have a valid payment method attached.

• Phone number access You must have access to the phone number to receive a 6-digit PIN Code via SMS or Phone Call.

• 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.

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.

Phone numbers issued by WhatsApp cannot be migrated.

How to migrate the number from Meta or an alternate BSP

To start the migration process, use an Embedded Signup entry point, such as Integrated Onboarding or a Signup link. The migration process is done via Embedded Signup.

If the client does not have a 360Dialog Client Hub account

To migrate a number for new clients, the client should use your unique Signup link or Integrated Onboarding to create the client account first.

The first page of the form will create a 360Dialog Client Hub account for this client. The client will then be redirected to log in to the created account to continue with the process as explained below.

If the client already has an account

To migrate a number, the client must trigger the Embedded Signup, so it is necessary to use your unique Signup link or Integrated Onboarding and log in to the account:

1

The client will be asked to go through the Embedded Signup Flow

2

About your number

To migrate the number, it is necessary to choose the correct option Yes, this number is connected to WhatsApp Business API and ensure that you meet the requirements.

3

Start Embedded signup

4

Fill in your business information

5

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.

WABA Naming 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.

6

Review access

7

Trigger OTP

Enter the phone number to be migrated and OTP.

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'.

8

Finish the migration

9

Generate the API Key

After the phone number is successfully migrated, permissions will be defined by default.

If you have Direct Payment, the client must permit you to manage the number, and you will be able to generate an API KEY to send messages.

If you have Partner Payment, you should have permissions to manage the number automatically. See Partner Permission to Generate API Key.

Troubleshooting

During the migration process, a few errors might occur. Here is how to solve them:

"Two-factor authentication not yet disabled"

See our documentation about 2FA

"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.

"Register Name should be present and approved"

The DIsplay Name of the account must be approved in the old BSP. Migration cannot be done until the Display Name is approved. Please retry later.

"The phone number you are trying to migrate 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 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.