Coexistence to Cloud API migration guide
Learn how to move a WhatsApp number from Coexistence to Cloud API on DoubleTick, from deleting the WhatsApp Business App account to reconnecting via Embedded Signup.
In Coexistence, your number works on both the WhatsApp Business App and the WhatsApp API. To move the number fully to Cloud API, you first need to delete the WhatsApp Business App account for that number, then onboard the number again on DoubleTick using Embedded Signup.
What's covered
Before you begin
Make sure you have:
Admin or owner access to your DoubleTick account.
Access to the phone number you want to migrate.
Access to receive an OTP through SMS or phone call.
Access to the Facebook account connected to your Meta Business Portfolio.
Permission to manage the required Meta Business Portfolio and WhatsApp Business Account.
The phone number must not be active on WhatsApp Messenger or the WhatsApp Business App before onboarding it to Cloud API.
Step-by-step migration process
Step 1: Delete the WhatsApp Business App account Open the WhatsApp Business App and go to Settings → Account → Delete my account. Confirm the phone number and complete the deletion. Once deleted, wait a few minutes before starting the onboarding process on DoubleTick.
Step 2: Log in to DoubleTick Open DoubleTick and sign in using your registered phone number and OTP. Ensure your account has admin or owner permissions.
Step 3: Go to manage channels Hover over the left-hand navigation panel, click Settings, and select Manage channels to view your onboarded WhatsApp API numbers.
Step 4: Connect a new channel Click Connect new channel, then choose Add number using embedded signup. Select Connect WhatsApp API number as your onboarding method, and click Confirm and proceed.
Step 5: Log in to Facebook Meta will redirect you to Facebook. Review your account and click Continue as [Your Name].
Step 6: Select your Meta business portfolio Open the business portfolio dropdown menu, choose the portfolio where you want to onboard the number, and click Next.
Step 7: Select or create a WABA Choose an existing WhatsApp Business Account (WABA) or select Create a new WhatsApp Business Account. Select or create a business profile, then click Next.
Step 8: Enter business profile details Fill in your WhatsApp Business Account name, display name, business category, and other required information, then click Next.
Step 9: Add and verify your phone number Enter the phone number along with its country code. Select your preferred verification method (text message or phone call), receive the 6-digit verification code, and enter it into the prompt.
Step 10: Complete the connection After verification, wait a few seconds while Meta connects your number, then click Finish.
Once connected, your phone number will show as active and successfully migrated from coexistence to Cloud API in DoubleTick.
Quick troubleshooting
OTP not received: try switching from SMS to phone call, or check whether the number can receive international messages or calls.
Number shows as already active on WhatsApp: confirm the WhatsApp Business App account was deleted successfully and wait a few more minutes.
Can't see the correct Business Portfolio: check whether your Facebook account has admin access.
Onboarding fails: try restarting the Embedded Signup process from DoubleTick.
Key takeaways
You must delete the number's WhatsApp Business App account before it can be onboarded to Cloud API — this is a mandatory first step.
The number must not be active on WhatsApp Messenger or the WhatsApp Business App at the time of onboarding.
You'll need admin or owner access to DoubleTick and admin access to the relevant Meta Business Portfolio.
Once migrated, the number is connected exclusively through Cloud API — it no longer runs on the WhatsApp Business App.
Frequently asked questions
Why do I need to delete the WhatsApp Business App account first? Cloud API requires exclusive control of the number. Deleting the WhatsApp Business App account releases the number so it can be onboarded onto Cloud API.
How long should I wait after deleting the WhatsApp Business App account? Wait a few minutes before starting the onboarding process on DoubleTick to let the deletion take effect.
What if the number still shows as active on WhatsApp? Double-check that the WhatsApp Business App account was deleted successfully, and wait a few more minutes before retrying.
Which access do I need to complete this migration? You need admin or owner access to your DoubleTick account, plus admin access to the relevant Meta Business Portfolio and WhatsApp Business Account.
Can I use my existing WABA for the migrated number? Yes. When prompted, you can select your existing WhatsApp Business Account instead of creating a new one.
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