Migrate On-Premise API (alternate BSP) to 360dialog On-Premise API

This process will only work if the phone number is registered in a on-premise WhatsApp Business API account.

If the account is under the Cloud API, this process will fail. Cloud API to On-premise API migration is not supported.

What is Number Porting (migration from a BSP to 360dialog)?

Number Porting means that a phone number that is already registered in the WhatsApp Business API On-Premise can be moved between WhatsApp Business API accounts. This allows for businesses to change BSPs (Business Solution Provider) or move their number to a new account, but 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.

If you are migrating an account with a high volume of messages or a high number of accounts, we can help ensure everything goes smoothly. Please contact your Growth Manager.

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.

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 On-premise

A valid On-premise WhatsApp Business API account and access to the phone number

• Confirm that the number is registered under an on-premise WhatsApp Business API account. If the account is under the Cloud API, this process will fail. Cloud API to On-premise API migration is not supported by Meta.

• 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 ported must be verified by Meta. Accounts not live for any reason cannot be ported.

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

You need to request the old BSP to disable Two-Factor Verification (2FA). The 2FA can and should be disabled without also disabling the account.

Meta rules state that the BSP cannot delay or difficult the disablement of 2FA or the porting process at all. If something similar happens, please report to us.

Admin Access to Business Manager

• Meta Business ID of the number to be ported.

• Admin access is required to accept the Message-on-Behalf request.

Preparation checklist

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

1. Valid Meta Business ID You can find your FB_ID by following these steps. The FB_ID must be associated with (own) the WhatsApp Account > Number that you are trying to migrate. An overview of the ownership model can be found here.

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

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

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

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

6. 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 porting the number, it should look exactly the same as the current profile.

How to start the migration

If the client does not have a 360 Client Hub account

To port numbers of new clients, you should use your unique Number Porting Signup link, which is available inside your 360 Partner Hub, under the Share signup form button.

Any numbers submitted through this form will be linked to your 360 Partner Hub.

The first page of the form will create a 360 Client Hub account for this client.

If the client already has a 360 Client Hub account

The client needs to access their 360 Client Hub and select the option right next to the Add number button:

The client will be asked to input the phone number to be migrated, as well as the Meta ID that owns the number:

Migration process

After finishing the setup in step 3, the migration is automatic and immediate.

1. Accept Message on Behalf request in Business Manager

The client will need to accept the Message on Behalf request of 360dialog. They must have admin access to the Business Manager to see and accept the request.

2. Number Registration

The client must have access to the phone number to verify the ownership and receive a 6 Digit PIN Code per SMS or Voice Call.

If they do not receive the PIN code in 1 hour after triggering it, please file a support ticket.

3. Wait for setup

The client need to wait for the number to be set up. This step takes a few minutes, but right afterwards the API key generation will be possible.

If the page does not change after more than 1 hour, please file a support ticket.

4. Generate API key

After the phone number is migrated and set up, the client will be able to generate the API key and send messages with the number migrated to 360dialog.

Number Porting Support

To ensure minimal downtime while porting your number to 360dialog, we offer special Number Porting Support.

Please reach out to your account manager to schedule a session.

Important: make sure you have everything ready from the porting checklist before booking your call.

Troubleshooting

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

"Message on behalf request not yet accepted"

Before you can verify your phone number ownership, you first need to accept the message on behalf request that was sent to your Business Manager. You will also receive an email notification.

To approve the message on behalf request:

1. Click on the link in your email or log in to Business Manager.

2. Within Business Manager, click Business Settings.

3. Click Requests.

4. Under Received, find your 360dialogs request and click Approve.

If you can't see the message on behalf request, please check if the Business Manager you have access to has the same ID that you submitted in the migration form.

"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 ported. Please go to the 360 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 360 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 360 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.