Migrate a number to 360Dialog

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

Preparation checklist

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

• Ensure the number you plan to migrate can receive and verify a 6-digit PIN via SMS or voice call, and that it can accept international calls.

• Your client must have Admin Access to Meta Business Manager

• You are migrating the number from another BSP

• Your Meta Business Account is verified.

• The existing WhatsApp Business Account (WABA) must be approved.

• The Display Name is approved.

• Your existing WABA must have a valid payment method attached (in Payment Settings).

• Two-Factor Verification (2FA) must be disabled for the number. Check how

• Make sure the Business website is live. Meta sometimes 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 your current WhatsApp profile to see if the number includes the extra “9.” Use the exact same format when migrating.

How to migrate a phone number

The business should follow the standard process to add a number and start the Embedded Signup Flow.

1

Provide the company and number details

Integrated Onboarding - Number registration

2

Go through Meta Embedded Signup

Meta Embedded Signup - Number registration

The phone number should be available for use within approximately five minutes. The user will receive both an email notification and an in-app message once the migration is successfully completed. If you do not receive either notification, please contact our Support Team.

Troubleshooting

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

Error adding a new number

When adding a number, if you see a red warning screen, it usually indicates that one of the required checks has not been completed: Preparation checklist.

Go back and double-check. If everything is okay, you should see this screen after pressing Next button (yellow warning):

"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. Check how.

"Register Name should be present and approved"

The Display Name of the account must be approved. Migration cannot be done until the Display Name is approved. In case disaply name approval is pending, you should wait until it's finnaly approved

"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.

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