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Common problems when setting up WhatsApp Business API and how to solve them


Setting up a complete connection in most cases is as easy as walking in a park on a sunny day, but there are some cases when it can quickly start feeling like trying to get out of the tricky maze in bad weather.


Fortunately, there are just a handful of complicated cases, and we've prepared a step-by-step guide for each of them to get you onboarded in no time!



I keep getting an error that my WhatsApp number is already in use.


WhatsApp allows using one number in only one of their products, and they have 3 different products: personal WhatsApp, WhatsApp Business, and WhatsApp Business Platform (API).


In this process, you are connecting LiveChat with the WhatsApp Business Platform (API), so if the number you want to use is already connected to another product, you must delete the account connected with it from WhatsApp.


To delete your account and number from WhatsApp:

  1. Open WhatsApp.

  2. Tap More options > Settings > Account > Delete my account.

  3. Please enter your phone number in full international format and tap DELETE MY ACCOUNT.

  4. Select a reason for why you're deleting your account in the dropdown.

  5. Tap DELETE MY ACCOUNT.

Please follow this guide for more information on how to delete your account.


Also, don't worry about messages that might be sent from your users between the time you delete this number and register it again via our integration. Those messages will be stored on the WhatsApp server and will be delivered immediately after successful integration in the form of chat threads in Livechat.


I want to move from a different BSP (WhatsApp Business Solution Provider) to 360dialog and migrate my phone number with me.


This one is really easy, as we created an easy migration form to help you accomplish this task. Simply use this migration form to move your entire Facebook Business Account and all your numbers to 360dialog.


After being migrated, a phone number keeps its display name, quality rating, messaging limits, Official Business Account status, and any high-quality message templates previously approved.


Please remember that you must request the old BSP to disable Two-Factor Verification (2FA). The 2FA can and should be disabled without also disabling the account.


Meta rules state that the BSP cannot delay or difficult the disablement of 2FA or the porting process at all. If something similar happens, please report it to us.



I cannot select my numbers in 360dialog. What should I do?


In 360dialog, you can see your numbers and add new ones only if you're connected with a partner (in our case, it's LiveChat).


To solve this problem, you need to:

  • Create a new 360dialog account with LiveChat as a partner using our embedded onboarding and add your number OR

  • Migrate your existing account (with all numbers attached to that account) to LiveChat.


To migrate your account:

  1. Log into your 360dialog account, where you registered all your numbers originally

  2. In the 360dialog panel, go to Profile > Organization Settings > Request partner change and send the form. (for more details, please check the step-by-step guide) Our Partner ID is: wYhOWPPA This will trigger a notification in our panel, and as soon as this appears, we'll approve the change request.

  3. Go to LiveChat Settings and click the "Add a number or "Manage your phone numbers" button. Now you should be logged in automatically and can see and select the numbers you'd like to add.



Other Frequently Asked Questions


Why do I need to create a 360dialog account to connect WhatsApp with LiveChat?


Because WhatsApp doesn't allow any app to connect directly with the WhatsApp Business API. You can only do it through Business Solution Providers. We partnered up with 360dialog, as they are the largest WhatsApp Business API provider globally. Also, they are the only ones focused only on the WhatsApp Business API, which makes their solution easily adapted to any use case and accessible to all companies.


Will LiveChat has access to my Facebook account?


No. As you connect your WhatsApp Business account with LiveChat on your own, you are not sharing access to any of your Meta accounts during this process.


Will LiveChat know my passwords?


No. As you are asked to connect your WhatsApp Business account with LiveChat on your own, no passwords will be shared.



Got other questions?

Still didn't find the answers you were looking for? Contact us directly - we're ready to answer any of your questions.

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