Move your WhatsApp number from another provider

Open Admin → Communications → Settings → WhatsApp, then select Plan a provider migration. This flow is for a number already connected to a Cloud API provider, such as SendPulse. Only the community owner or JollyBee platform support can manage the move.

If you use the number directly in the WhatsApp Business app, follow the Business app connection option in Connect your WhatsApp Business number. App coexistence and moving a number between Cloud API providers are different setup flows.

Preparing a migration plan does not move your number. The flow prepares a destination, shows both accounts for review and requires your separate confirmation before JollyBee starts registration. A finished Meta popup does not mean the migration is complete.

1. Coordinate with your current provider

Contact SendPulse or your current provider before starting. Confirm their requirements for moving the number, arrange a suitable change window and ask them to disable the number's existing two-step verification as required for migration. Check whether they need to make any account or billing changes on their side.

Keep access to the existing provider while you prepare and test. JollyBee does not call SendPulse to release or delete a number, cancel your contract or settle its bill. Do not delete your WhatsApp account or deregister the number to experiment.

Back up the conversation history, contact data, automation settings and other records you need through the current provider's supported tools. This migration does not import historic conversations or recreate provider-specific campaigns, automations and templates. Review those separately before retiring the old service.

Make sure you can receive an SMS or voice call on the business number if Meta asks to verify it. You also need a Meta login that can manage the original business portfolio and approve access to the destination WhatsApp Business Account.

2. Prepare the migration plan

Enter the current details in Prepare your current number:

• Current provider: the service currently handling the number, for example SendPulse.
• Business phone number: the number customers dial, including + and the country code, with no spaces. For example, +27821234567.
• Current business portfolio ID: the numeric ID of the original Meta business portfolio.
• Current WhatsApp Business Account ID: the numeric ID of the source WhatsApp account, often called a WABA.
• Current Phone number ID (optional): Meta's API identifier for this number, if available. It is different from the telephone number.

Copy these IDs from Meta business settings or ask the current provider to confirm them. The business portfolio, WABA and Phone number IDs refer to different assets; do not use one ID in every field.

If this community currently uses JollyBee's platform number or has an incomplete manual connection, first choose Provider → Disabled in JollyBee's WhatsApp settings and save. This pauses the community's JollyBee WhatsApp channel. Keep the existing SendPulse service available for the planned cutover.

Confirm each readiness statement: coordination with the old provider, source two-step verification disabled, your business's own Meta billing arranged, access to phone verification, and any required backups. These are your confirmations, not a claim that JollyBee has inspected the old provider's account.

Select Prepare migration plan. If Meta signup is unavailable, ask JollyBee support to complete platform setup before proceeding. You do not need to create a new developer app or provide JollyBee's app secret.

3. Authorize the destination through Meta

Select Prepare Meta sign-in, then Connect destination with Meta. Complete the Meta popup using the account that manages your business.

Choose the original business portfolio and a new destination WhatsApp Business Account for this migration. The destination WABA must be different from the source WABA and belong to the intended business. Follow Meta's account and phone-verification prompts.

Enter any temporary SMS or voice verification code only in Meta's popup. The JollyBee migration form does not request that one-time code. Keep the migration page open while JollyBee verifies the returned destination details.

This flow supports the standard signup that returns a business portfolio, WABA and phone number. If Meta offers Business app coexistence, a WABA-only completion or another migration mode, stop and ask support to confirm the correct route. Do not keep selecting other modes to bypass an error.

If the destination needs Meta business or account approval, the plan remains Needs review. Complete the outstanding requirements in Meta, then use Check saved status. There is no cutover button until the destination passes the required checks.

4. Review both accounts and confirm cutover

Compare Current provider with Destination in JollyBee. Check the phone number, business portfolio, WhatsApp Business Account and destination business name carefully.

When the plan is ready, choose a new six-digit two-step verification PIN for the number. Keep this PIN securely. It is different from the temporary SMS or voice code used during Meta signup, and JollyBee does not display it again after submission.

Type the full international phone number exactly as shown and select the acknowledgment authorizing the move now. Then select Start the move to JollyBee. This asks Meta to register the destination and can interrupt service at the old provider.

Opening the Meta popup, preparing the plan or viewing the review screen does not submit this final JollyBee cutover action. If you are not ready, leave the plan for later. Cancel this plan is available only before cutover starts and does not cancel the old provider's account.

5. Verify incoming messages and a test reply

Wait until registration is confirmed, then follow Test incoming and outgoing messages:

1. Use a different WhatsApp number to send the exact test text displayed on the page to your business number. It must be a new message sent after registration.
2. Select Check saved status. Wait for Fresh incoming test to show that JollyBee received and verified the message.
3. Select Send one test reply. JollyBee sends a fixed message only to the number that sent the verified incoming test; you do not enter another recipient.
4. Check the test phone, then select Check saved status until Meta confirms the reply as delivered or read. A sent or accepted status alone is not proof of delivery.
5. Select the acknowledgment that you received the test reply and checked the conversation, then select Confirm migration complete.

The move is confirmed only after registration, a fresh verified incoming test, the test reply's delivery receipt and your acknowledgment. You can then open the community Inbox to review the conversation.

If a test reply was already requested but its outcome is unclear, check status or ask support to review it. The flow does not replay an uncertain send automatically.

Retry test reply appears only when JollyBee confirms the previous attempt was not sent. For an interrupted preparation, wait at least two minutes and select Check saved status. If a retry is offered, select it once to send the fixed test reply; this does not repeat registration. A pending send or a delivery failure after Meta accepted the message requires status checks or support review instead. A failed status alone does not make another send safe.

6. Review AI, billing and your old service

After the move is confirmed, return to Communications → Settings and review the WhatsApp AI assistant card, your approved answers, commerce permissions and wallets. Follow Set up the WhatsApp AI assistant before enabling automatic replies.

Your business remains responsible for applicable Meta WhatsApp charges through its own Meta billing. JollyBee's message fee and AI usage are separate wallet charges. Moving the number does not pay the old provider's account balance or replace Meta's template and customer-service-window requirements.

Only retire or cancel the old provider after the number works in both directions and you have checked any remaining provider-specific obligations. Arrange that directly with the provider.

Recover from an interruption or Needs review

Use Check saved status after an interrupted request, timeout or unexpected result. This checks the saved state and available Meta status; it does not repeat registration, subscribe the account again or send another test message.

Before cutover, Start Meta authorization again can clear the prepared destination authorization so you can complete a fresh sign-in. Use it only when you intend to restart that preparation. After cutover has started, keep the existing plan and let support review an uncertain outcome rather than trying another transfer.

For support, provide the community, business number, current provider, approximate attempt time and any displayed support reference. Hide PINs, verification codes and access tokens in screenshots. Never delete the number or repeatedly press transfer to test whether the previous attempt succeeded.