1. [Help](https://nuvia.ai/en/docs) 2. [Channels](https://nuvia.ai/en/docs/colecoes/19378288-channels) 3. [WhatsApp](https://nuvia.ai/en/docs/colecoes/19430943-whatsapp) # How to migrate a WhatsApp number from another platform to Nuvia What to check, the right steps, and what to do when connecting a number that was on another provider (Blip, Zendesk, Take, and others) fails. Available on accounts with a WhatsApp Cloud API channel . Who can do it the process requires admin access to the Meta Business Manager that currently controls the number. Module: Side menu > Settings > Channels Updated on September 9, 2026 [WhatsApp](https://nuvia.ai/en/docs/colecoes/19430943-whatsapp) 1. [Understanding WhatsApp rules: 24h and 72h windows and templates](https://nuvia.ai/en/docs/artigos/14575042-understanding-whatsapp-rules-24h-72h-windows-templates) 2. [How to sync Nuvia conversion data with Meta (CAPI)](https://nuvia.ai/en/docs/artigos/15421878-how-to-sync-nuvia-conversion-data-with-meta-capi) 3. [How to migrate a WhatsApp number from another platform to Nuvia](https://nuvia.ai/en/docs/artigos/16414388-migrate-whatsapp-number-from-another-platform-to-nuvia) 4. [How to improve the response rate of WhatsApp campaigns](https://nuvia.ai/en/docs/artigos/14501604-how-to-improve-response-rate-whatsapp-campaigns) 5. [WhatsApp Business Coexistence with Nuvia](https://nuvia.ai/en/docs/artigos/15554165-whatsapp-business-coexistence-with-nuvia) 6. [How to create a Meta Business account](https://nuvia.ai/en/docs/artigos/16548186-how-to-create-meta-business-account) If the number you want to use in Nuvia is (or was) active on another customer service platform, connecting it takes some care. Connecting through Nuvia is not enough: the number is still tied to the old platform's WhatsApp account, and that tie needs to be undone first. **Available on:** accounts with a **WhatsApp Cloud API** channel. **Who can do it:** the process requires admin access to the **Meta Business Manager** that currently controls the number. **Module:** Side menu > **Settings > Channels** ## Concepts you need to understand first Three different things are often confused, and that confusion causes most migration failures. ConceptWhat it is **Number** The phone number itself. This is what you want to migrate. **WABA** (WhatsApp Business Account) The Meta “account” the number belongs to. A WABA can have several numbers. This is where the problem lies: the WABA keeps the link to the old platform. **BSP** (Business Solution Provider) The provider that handled WhatsApp before (for example: Blip, Zendesk, Take, etc.). It is the one that “holds” the old WABA. **BM** (Business Manager) Your company's business account on Meta, which holds the WABAs. Important The most common mistake is reconnecting the number **to the same WABA** that was with the old provider. The connection may even seem to work, but the number does not actually operate and you cannot change the payment method. The number needs to go to a **different WABA**. ### What to check before trying to connect Confirm these two points with whoever manages the Business Manager that currently controls the number: - **Two-factor authentication (2FA) for the number must be turned off.** This is by far the most common reason for failure. While 2FA is on in the old account, any attempt to connect the number elsewhere gets stuck, and the error that appears is usually generic, without the real reason. - **The source WABA must have an approved status, with nothing pending.** Good to know if the connection fails with a generic message, it is almost always 2FA, not the Nuvia platform. Before opening a ticket, confirm with the admin of the old BM that 2FA for that number has been turned off. ### Step-by-step migration 1. **Ask the old provider to release the number.** Formally request that the previous platform release the number. Depending on the provider, this takes a few days. 2. **Turn off 2FA** for the number in the old Business Manager. 3. **Confirm that the number was actually released.** See the common errors section below, as some providers take a while or simply do not release the number on the first request. 4. **Connect the number through Nuvia**, following the steps in [How to connect WhatsApp to Nuvia](https://nuvia.ai/en/docs/artigos/14489425-how-to-connect-whatsapp-to-nuvia). 5. **When choosing the account during the connection, select a WABA different from the original one**: a new WABA, or an existing one that has never been linked to a BSP. 6. **Confirm that the channel shows as active** in **Settings > Channels** and that the number is linked to an inbox. **Important: do not delete the channel in Nuvia.** If the connection goes wrong, the natural reaction is to delete the channel and start over. Do not do this. With the channel deleted, Nuvia cannot reconcile the number with the existing inbox, and the problem becomes harder to solve. If the channel has already been deleted, contact Nuvia support before trying to reconnect. ### After reconnecting: refresh the numbers When the number comes back in a new WABA, the WABA identifier and the number ID change. Nuvia needs to know about this. 1. Go to **Integrations > WhatsApp** 2. Click **Refresh numbers** Nuvia runs the check again and updates the inbox linked to that number with the new WABA and ID data. This is what makes the channel work again without having to recreate anything. Warning **Refresh numbers** only works if the channel still exists in Nuvia. If the channel has been deleted, the reconciliation does not happen. ### Common errors and what to do SituationWhat is happeningWhat to do The connection fails with a generic error 2FA for the number is still on in the old account Ask the admin of the old BM to turn off 2FA for that number The number connects, but does not send messages and you cannot change the payment method The number was reconnected **to the same old WABA** Redo the connection choosing a new WABA The number appears as **pending** in Business Manager The old provider has not actually released the number yet Follow up on the release directly with the old provider. Without it, no connection attempt will work The **Register** button on Meta says it worked, but the number still does not work The number is still tied to the old provider Same case as above: the solution is on the provider's side, not in Nuvia The number disappeared from Business Manager and the channel stopped In accounts with **WhatsApp Coexistence**, the number's owner may have disconnected it from their own phone Ask the number's owner to check in the app whether the connection to the platform was removed The channel exists in Nuvia but the number is not linked to any inbox The channel was deleted at some point in the process Contact Nuvia support to reactivate the channel before using **Refresh numbers** Important Avoid trying to reconnect the number over and over when the connection fails. Repeated attempts without solving the root cause, almost always 2FA or the old provider not releasing the number, can leave the number stuck. ### How to know it worked - The number appears in **Settings > Channels** with an active status - The number is linked to an **inbox** - The number appears in the new WABA in Business Manager, without a pending status - A test message is sent and received normally ## Frequently asked questions ## Frequently asked questions **How long does the migration take?** The part that depends on Nuvia is immediate. What usually takes time is the old provider releasing the number, which can take a few days. Plan the migration with that buffer and avoid scheduling the switch for a peak support day. **Do I really need to create a new WABA? Can I not use the one that already exists?** You can use an existing WABA, as long as it has **never been linked to a BSP**. What does not work is reconnecting the number to the same WABA that was with the old provider; in that case the connection does not actually operate and you cannot set up the payment method. When in doubt, create a new WABA. **Do I lose the conversation history from the old provider?** Yes. The message history stays on the previous platform and is not transferred with the number; the migration only moves the number. If that history matters, export it from the old platform before completing the migration. **Do my approved templates come along?** No. HSM templates are approved per WABA. Since the number goes to a different WABA, the templates need to be created and submitted to Meta for approval again. See [How to manage HSM templates](https://nuvia.ai/en/docs). **Does the old account need to have a payment method set up to release the number?** No. What needs to be sorted out is 2FA turned off and the source WABA with nothing pending. The payment method is set up in the new account, after the number is connected. **I clicked Refresh numbers and nothing changed. What now?** Check whether the channel for that number still exists in **Settings > Channels**. With the channel deleted, the refresh does not reconcile anything. If the channel was deleted, contact Nuvia support to reactivate it before trying again. [PreviousHow to sync Nuvia conversion data with Meta (CAPI)](https://nuvia.ai/en/docs/artigos/15421878-how-to-sync-nuvia-conversion-data-with-meta-capi) [NextHow to improve the response rate of WhatsApp campaigns](https://nuvia.ai/en/docs/artigos/14501604-how-to-improve-response-rate-whatsapp-campaigns) Was this article helpful? ## Related articles - [How to connect WhatsApp to Nuvia](https://nuvia.ai/en/docs/artigos/14489425-how-to-connect-whatsapp-to-nuvia) - [How to track send failures (in the conversation and in the campaign)](https://nuvia.ai/en/docs/artigos/15518011-how-to-track-send-failures-in-conversation-and-campaign) - [WhatsApp Business Coexistence with Nuvia](https://nuvia.ai/en/docs/artigos/15554165-whatsapp-business-coexistence-with-nuvia) [WhatsApp](https://nuvia.ai/en/docs/colecoes/19430943-whatsapp) 1. [Understanding WhatsApp rules: 24h and 72h windows and templates](https://nuvia.ai/en/docs/artigos/14575042-understanding-whatsapp-rules-24h-72h-windows-templates) 2. [How to sync Nuvia conversion data with Meta (CAPI)](https://nuvia.ai/en/docs/artigos/15421878-how-to-sync-nuvia-conversion-data-with-meta-capi) 3. [How to migrate a WhatsApp number from another platform to Nuvia](https://nuvia.ai/en/docs/artigos/16414388-migrate-whatsapp-number-from-another-platform-to-nuvia) 4. [How to improve the response rate of WhatsApp campaigns](https://nuvia.ai/en/docs/artigos/14501604-how-to-improve-response-rate-whatsapp-campaigns) 5. [WhatsApp Business Coexistence with Nuvia](https://nuvia.ai/en/docs/artigos/15554165-whatsapp-business-coexistence-with-nuvia) 6. [How to create a Meta Business account](https://nuvia.ai/en/docs/artigos/16548186-how-to-create-meta-business-account) ## Still need help? Customers reach support through the chat inside the platform. Not a customer yet? Talk to our team. [Talk to support in the platform](https://app.nuvia.ai) [I'm not a customer yet](https://nuvia.ai/en/contact) --- Source: https://nuvia.ai/en/docs/artigos/16414388-migrate-whatsapp-number-from-another-platform-to-nuvia