Migrate a phone number to a new WABA to change messaging Currency

The currencies and terms available are described in this document.

When a new WABA is created, its currency is defined by the Partner Hub account currency.

Migrations from one currency to another are only allowed as an exception. These cases need to be previously approved by our team. If you want to request an exception, please reach out to our support team.

When the migration is approved, our team will:

• Create and share a new Partner Hub with you, set with the destination currency

• In some cases, sign a contract to allow for billing in a new currency

• Enable the migration of a number to a Partner Hub with a different currency for the two Partner Hubs (this is blocked as default)

How to migrate a number from one currency to another

Please read and follow all steps carefully. If one of the steps is not followed, the number will be forcibly migrated again to the old currency, and another exception will not be allowed.

1. Migrate the client account from the origin currency Partner Hub to the destination currency Partner Hub

This must be done by the client in their Client Hub account, using the Partner change feature.

2. Confirm 2FA is disabled

Two-factor authentication needs to be disabled for the number to be migrated. Read more about this here.

3. Create a new destination WABA

After the Client account is in the destination currency Partner Hub, the Client needs to create a new WABA. This new WABA will automatically have the destination currency setting.

You should not use an existing WABA, a new WABA always needs to be created after the Client account is in the destination currency Partner Hub.

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

As a Partner, you may assist the client during signup, but should never go through it on behalf of the client. The client needs to use their own 360Dialog Client Hub account under their own email address and use their own Business Manager when registering a WABA.

When a client decides to create a new WABA, they can initiate the process by selecting the appropriate option. This will activate the embedded signup feature, where they need to follow the 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.

Step 1: Fill in the Business information

The client must select from creating a New Meta Business Account or use an existing Meta Business Account.

Step 2: Create a WhatsApp Business Account

In this step, the client will 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.

The new WABA account will appear in the Business Manager > WhatsApp Accounts.

Please remember to create the new WABA with a different name for better clarity during the migration.

Step 3: Create the new WhatsApp Business Profile

If the client chooses 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.

4. Select the newly created WABA to transfer the number

4. Select the newly created WABA to transfer the number

Now that a new WABA is created, the client can return to the migration screen in the 360Dialog hub and move 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.

If you can't see the recently created WABA, go on Create new WhatsApp Business Account again, scroll down the page and select the checkbox confirming you have already created it. In the next page you will be able to add the WABA ID, which you can find in your Business Manager > WhatsApp Manager.

5. Verify ownership of the number

Once the client selects the newly created WABA, we'll prompt them to verify their phone number. They will receive a 6-digit PIN through SMS or a phone call.

6. Finish the Migration process

Once the migration process is complete, the client can ensure the successful transfer by reviewing the status of the number in their old WABA in WhatsApp Business Manager. If the status shows as "transferred," it worked correctly. At that point, they can simply 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.

7. Delete the old WABA

After the number is moved to the destination currency WABA, you must delete the original WABA to ensure no numbers are wrongly created there.