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Overview

This process is necessary if you’re currently using another provider, since Meta only allows a single provider to be active for a given number at a time.

Requirements

  • Business Portfolio (BM): you need to have a business portfolio set up with the WhatsApp number already linked
  • Number with another provider: the number needs to be connected with another provider

Step by step

Step 1 - Disconnect the number from the provider

  • You’ll need to log in to the other provider and disconnect your number

Step 2 - Access your Meta account

Step 3 - Access the Portfolio settings

  • Click the relevant Business Portfolio (BM)
  • Click to access the BM’s settings
Access Business Portfolio settings

Step 4 - Select the WhatsApp account

  • Click WhatsApp Accounts
  • Click the relevant account you want to remove the old provider from
Select WhatsApp account

Step 5 - Look for the “Partners” option

  • After clicking the relevant account, click Partners
Access the Partners tab

Step 6 - Remove the partner’s access

  • Next to the provider you want to remove, click Manage
Manage partner
  • After that, a modal will open. Click Remove Access
Remove partner access

Step 7 - Connection in Hub Message

After removing the old provider’s access, you’ll now be able to connect through Hub Message.
Make sure the number has been properly disconnected from the previous provider before starting the connection in Hub Message, to avoid conflicts during the process.