> ## Documentation Index
> Fetch the complete documentation index at: https://docs.connectly.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Migrate WhatsApp Accounts

> Move an existing WhatsApp Business number from another BSP to Connectly — what transfers, what doesn't, and how to do it ↪️

If your WhatsApp Business number is currently managed by another Business Solution Provider (BSP), you can migrate it to Connectly without losing your display name, quality rating, messaging limits, or approved templates. The migration moves the phone number between WhatsApp Business API accounts while keeping the same Facebook Business Manager ID.

<Warning>
  Migration only works if the source and destination accounts share the **same Facebook Business Manager ID**. If the IDs differ, migration is not possible.
</Warning>

***

## What transfers and what doesn't

|                                             | Transfers? | Notes                                                                                                                         |
| ------------------------------------------- | ---------- | ----------------------------------------------------------------------------------------------------------------------------- |
| Display name                                | ✅ Yes      | Kept as-is after migration.                                                                                                   |
| Quality rating                              | ✅ Yes      | Carried over to the new account.                                                                                              |
| Messaging limit tier                        | ✅ Yes      | No reset on migration.                                                                                                        |
| Official Business Account (green badge)     | ✅ Yes      | Requires 2FA to be disabled during migration.                                                                                 |
| High-quality approved templates             | ✅ Yes      | Copied to the destination WABA — no re-review needed.                                                                         |
| Low-quality, rejected, or pending templates | ❌ No       | Only high-quality approved templates are migrated.                                                                            |
| Existing templates in destination WABA      | ❌ No       | They are not overwritten.                                                                                                     |
| Message & chat history                      | ❌ No       | Conversation history does not migrate.                                                                                        |
| Pre-migration billing                       | ❌ No       | Messages sent before migration are still charged to the previous BSP. Messages sent after migration are charged to Connectly. |

***

## Requirements

Before starting the migration, make sure you have:

* Physical access to the phone number to receive a 6-digit OTP via SMS or voice call.
* A **verified** Facebook Business Manager account linked to the number. Accounts in "Sandboxed" mode cannot be migrated.
* **Two-Factor Verification (2FA) disabled** on the current BSP — you must request this from your existing BSP before migrating.
* The **same Facebook Business Manager ID** on both the source and destination accounts. You can verify your Facebook Business Manager ID [here](https://www.facebook.com/business/help/1181250022022158?id=180505742745347).

***

## Migration steps

<Steps>
  <Step title="Request 2FA to be disabled">
    Contact your current BSP and ask them to disable Two-Factor Verification (2FA) on the WhatsApp number you want to migrate. Get written confirmation that 2FA is disabled before proceeding.
  </Step>

  <Step title="Create a Connectly account">
    Sign up at [connectly.ai/signup](https://connectly.ai/signup) if you don't already have an account.
  </Step>

  <Step title="Connect your Facebook Business Manager">
    Log into [inbox.connectly.ai](https://inbox.connectly.ai) and click **Connect WhatsApp**. Follow the steps to link your WhatsApp Business Account.

    <Warning>
      You **must** select the same Facebook Business Manager ID as the one associated with your existing WhatsApp number. If the Business Manager is only an admin (not the owner), the migration will not work.
    </Warning>
  </Step>

  <Step title="Do not add your phone number yet">
    When prompted to add a phone number at the final step of the setup flow — **stop**. Do not enter the number. Connectly will handle this step during the migration.
  </Step>

  <Step title="Contact Connectly to initiate migration">
    Email [contact@connectly.ai](mailto:contact@connectly.ai) with the subject line **"Migrate WhatsApp account"** and include your business name. Connectly will coordinate the migration timing with you.
  </Step>

  <Step title="Verify the OTP">
    During the migration, WhatsApp will send a 6-digit OTP to your phone number via SMS or voice call. Connectly will coordinate with you to enter this code at the right moment to complete the transfer.
  </Step>
</Steps>

***

## After migration

* Messages sent before migration are charged to your previous BSP.
* Messages sent after migration are charged to Connectly.
* Re-enable Two-Factor Verification on your number after migration is complete.
* Your approved templates are immediately available in your new Connectly account — no resubmission needed.

***

<Note>
  Need help with your migration? Email [contact@connectly.ai](mailto:contact@connectly.ai) or contact your Connectly Account Manager.
</Note>