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How to migrate a phone number from one BSP to another?

How to migrate a phone number from one BSP to another?

Updated over 10 months ago

If you want to migrate your number from another provider to Hoola, there are 2 options.

  1. The provider of your WhatsApp Business API account is 360Dialog, or a company that uses 360Dialog as a partner.

  2. The provider of your WhatsApp Business API account is another provider.

⁉️ How do I know which is my supplier?

1. Access the Facebook Manager of your account. You can use this link.

2. Click on the settings wheel.

3. In the left pane, go to: Settings → Accounts → WhatsApp Accounts

4. Select the appropriate account you want to test

5. A panel will open with more details

6. At the bottom there is a "Payment Method" box, where you are going to get the name of the provider partner.

In this case → 360 Dialog GmbH

If the provider is 360Dialog?

If you send a message to the WhatsApp number, it does not appear in Hoola and/or you still receive it on your old provider

  1. Haz login de nuevo en 360Dialog y ve al apartado de partner

In this case, the process is very simple and will only take you 2 minutes:

  1. Log in to your 360Dialog account at this link.

  2. Enter your credentials, or retrieve your password if you do not remember it.

  3. A page like the following will open.

    1. Click on the name of your business (top right)

    2. Click on the "Partner, About your partner" button in the drop-down menu.

  4. A new window will open with information about your current partner. If it does not say Hoola, click on the "Change Partner" button at the top right.

  5. On the page that will open, enter our code:

    ID Hoola: nxph3hPA

  6. A drop-down menu will appear with our name and logo.

    • Select Hoola

    • Click on the "Continue to next step" button and confirm the number you are giving us access to in order to complete the transfer.

  7. That's it! You can go back to your Hoola account and in the next 1-2h the change will be effective and the number will appear as connected.

Frequent Problems

I do not receive messages in Hoola and/or I receive them in my previous application.

  • The first thing we need to ensure is that you have correctly given us access to your WhatsApp number. To do this:

    1. Log in to 360Dialog and go to the Partners section.

    2. If it appears that the partner is Hoola, but no number is selected

      1. Click on "Select number".

      2. Select "All numbers".

      3. Confirm by clicking on the "Save modifications" button.

🚨 If in 24h your number still does not appear as connected to Hoola, or when you send a WhatsApp message to the number you do not receive it in Hoola contact us so we can check it manually. Write an email to [email protected]

If the provider is not 360Dialog?

In this case, our recommendation is that you discard that phone number and acquire another one in order to start the process.

📞 If you need a new number, Digi is the cheapest provider we know of. We are not affiliated, but many of our customers use them because of their low costs. Link HERE.

The main reason for taking a new number is that doing a complete and error-free migration involves several steps, some out of your control and can take up to 30 days without making use of WhatsApp. To do this you should:

  1. Remove the WhatsApp account from your Facebook,

  2. Ask your partner to verify the deletion of the account.

  3. Subsequently, WhatsApp requires that this number has not received or sent any WhatsApp messages through the old provider for 30 days in order to make the migration.

  4. Once this is completed, you will be able to perform the normal process described in this guide: Connect Whatsapp to Hoola

💡 If you need help, you can write us an email to [email protected].

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