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How to Migrate a WhatsApp Number from Coexistence to Cloud API on DoubleTick

In Coexistence, your number works on both the WhatsApp Business App and 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.

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

Important: The phone number must not be active on WhatsApp Messenger or the WhatsApp Business App before onboarding it to Cloud API.

Step 1: Delete the WhatsApp Business App Account

First, delete the WhatsApp Business App account linked to the phone number.

  1. Open the WhatsApp Business App on your phone.

  2. Tap the three dots in the top-right corner.

  3. Go to Settings.

  4. Tap Account.

  5. Select Delete my account.

  6. Confirm the phone number you want to delete.

  7. Select a reason for deleting the account, if asked.

  8. Confirm and delete the account.

Once the account is deleted, wait for a few minutes before starting the onboarding process on DoubleTick.

Step 2: Log in to DoubleTick

  1. Open your DoubleTick account.

  2. Log in using your registered login number and OTP.

  3. Make sure you are logged in with admin or owner access.

Step 3: Go to Manage Channels

  1. Hover over the left-hand side of the screen to open the navigation panel.

  2. Click Settings.

  3. Go to Manage Channels.

On this page, you will see all the WhatsApp API numbers that are already onboarded to your DoubleTick account.

Step 4: Connect a New Channel

  1. On the top-right corner, click Connect New Channel.

  2. A pop-up will open.

  3. Click Add number using Embedded Signup.

  4. You will be asked to choose the onboarding method.

  5. Select the second option: Connect WhatsApp API number.

  6. Click Confirm and Proceed.

Step 5: Log in to Facebook

Meta will redirect you to Facebook.

If you are already logged in, you will see an option like Continue as [Your Name].

For example, if your Facebook profile name is Ruchi Dalvi, it may show Continue as Ruchi Dalvi.

  1. Log in to your Facebook account, if required.

  2. Click Continue.

Step 6: Select Your Meta Business Portfolio

Meta will now ask you to select your Business Portfolio.

  1. Open the Business Portfolio dropdown.

  2. Select the Business Portfolio where you want to onboard the number.

  3. Click Next.

Step 7: Select or Create a WhatsApp Business Account

You will now see options related to your WhatsApp Business Account and Business Profile.

In the first dropdown, choose your WhatsApp Business Account.

  • If you want to add the number to an existing WABA, select the existing WhatsApp Business Account.

  • If you want to create a new WABA, select Create a new WhatsApp Business Account.

In the second dropdown, choose your WhatsApp Business Profile.

  • If you want to use an existing profile, select it from the dropdown.

  • If you want to create a new profile, select Create a new WhatsApp Business Profile.

In most cases, customers create a new WhatsApp Business Profile.

Click Next.

Step 8: Enter Business Profile Details

Now enter the required business details.

You may need to add:

  • WhatsApp Business Account name

  • Display name

  • Business category

  • Other required business profile details

After filling in the details, click Next.

Step 9: Add and Verify Your Phone Number

Now add the phone number that you want to migrate to Cloud API.

  1. Enter the phone number with the correct country code.

  2. Make sure the number is not active on WhatsApp Messenger or WhatsApp Business App.

  3. Submit the phone number.

Meta will ask you to verify the number using one of two methods:

  • Text message

  • Phone call

Select the method that is most convenient for you.

Enter the OTP received on the phone number.

Step 10: Complete the Connection

After OTP verification, Meta will show a message such as Connecting, please wait.

Wait for a few seconds.

Then click Finish.

Meta will connect your WhatsApp account with DoubleTick. Once the connection is completed, your number will reflect as successfully connected.

Your number has now been migrated from Coexistence to Cloud API on DoubleTick.

Quick Troubleshooting

If OTP is not received, try switching from SMS to phone call, or check whether the number can receive international messages or calls.

If the number shows as already active on WhatsApp, make sure the WhatsApp Business App account was deleted successfully and wait a few more minutes.

If you cannot see the correct Business Portfolio, check whether your Facebook account has admin access.

If the onboarding fails, try restarting the Embedded Signup process from DoubleTick.

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