How do I move my number from another provider (360dialog, Twilio…) to WAIA Connect?

With Coexistence your number moves to WAIA Connect without leaving the phone app, whether it comes from 360dialog, Twilio, Gupshup, Wati or any other WhatsApp API provider. There is one step almost nobody knows about and, if you skip it, the number receives fine but cannot send anything.

The real case

A business moved from 360dialog to WAIA Connect through Coexistence. It received without trouble, but every API send —templates included— failed with Meta error 10 (subcode 2593184): "You do not have the necessary permission to send messages on behalf of this WhatsApp Business Account". The token and permissions were healthy.

Meta support found the cause: the WhatsApp Business Account still had the previous provider's line of credit (the provider used it to pay Meta for the messages). Removing the provider from "Partners" was not enough. It was fixed when the previous provider revoked the line, the business added its own card in Meta and made a test send. It took 3 days; done in order, it takes minutes.

Before you connect (and, if it already happened, to fix it), in this order

• Remove the previous provider's app. From Facebook, with the user you connected it with: Settings & privacy › Settings › Business integrations → the provider's app (360dialog, Twilio, Gupshup, Wati…) → Remove. And in your portfolio's Business Manager › Settings › Integrations / Connected apps, and in Partners: if an app or a system user of the provider is left, remove it. ⚠ Don't remove «IAutoresponder»: it's WAIA Connect's app.
• Add your own card in Meta as the default payment method of the WhatsApp account (in the Billing Hub).
• Make a single test: with the number connected, message the business number from a personal phone (this opens the 24-hour window), wait a few minutes and make one test send from the dashboard (the number's page → "Test" tab).
• Only if it still fails: ask your previous provider, through its support, to revoke its line of credit from your WhatsApp Business Account (it used it to pay Meta for your messages). Give them the WhatsApp Business Account ID and the business portfolio ID. This text works as is: "Please revoke your line of credit from our WhatsApp Business Account <ID>; we moved to another provider and already removed your app and partner access." If you never had a paid contract with that provider, that is enough. And let us know: we escalate it to Meta as a Tech Provider.

What you do NOT need to do

Don't delete the WhatsApp Business Account, don't delete the number and don't redo the signup, even if the previous provider suggests it: it isn't needed and you lose your configuration. The phone app and incoming messages keep working.

How billing works afterwards

WAIA Connect charges only the flat monthly subscription. Meta charges the messages directly to your card: 1,000 free service messages per number per month, and business-initiated templates are charged by category (marketing is the most expensive). No double charge and no markup. See whether Meta charges you separately.

If it still fails

WAIA Connect detects it: when the first send of a newly connected number fails with 10/2593184 and the token is healthy, the dashboard and the message.status webhook (field diagnosis) show these steps, with the code SENDER_PREVIOUS_BSP_CREDIT_LINE.

If the error persists after removing the app, adding your card and having the line revoked, send support the time of the send and the code: we escalate it to Meta as a Tech Provider.

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