Summary
If you need to update your phone number or change the connected Business Portfolio in Wati, this guide will walk you through the process. Different scenarios require different steps, so read carefully before starting.
Instructions
Starting the account change process
Before making any changes, ensure that you are logged into Wati using the correct URL format:
Visit:
live.wati.io/{{tenantId}}Once logged in, navigate to the Channel Status page by clicking the profile icon at the top right.
Click on the Change Account/Number button to begin the process.
Changing your phone number
If you only need to change your phone number, follow these steps:
Add the new phone number under the same Business Portfolio and the same WhatsApp Business Account (WABA) as your previous number.
If you are using a new WABA, you must resubmit all previously approved templates via Wati before they can be used again.
Changing your Business Portfolio
To change your Business Portfolio without altering the phone number:
Disable two-factor authentication (2FA) on the phone number.
When connecting the same number to the new Business Portfolio, use the same Display Name as your current one.
Changing both Business Portfolio and Phone Number
If you need to change both the Business Portfolio and the phone number, you can proceed with the account change process as there are no specific limitations for this scenario. By following these steps, you can successfully update your phone number or Business Portfolio in Wati with minimal disruption.
Frequently Asked Questions (FAQs)
Getting started
1. When do I need to change my account or phone number in Wati?
You need to start this process if you want to update the phone number connected to Wati, change the linked Business Portfolio, or update both.
2. Where do I start the account change process?
Log in using the correct URL format (live.wati.io/{{tenantId}}), then go to the Channel Status page and click Change Account/Number.
Changing your phone number
3. What should I know before changing only my phone number?
The new phone number must be added under the same Business Portfolio and the same WhatsApp Business Account (WABA) as the previous number.
4. Do I need to resubmit message templates when changing my phone number?
Yes. If you switch to a new WABA, all previously approved templates must be resubmitted through Wati before they can be used again.
Changing your Business Portfolio
5. What steps are required to change the Business Portfolio but keep the same phone number?
You must disable two-factor authentication (2FA) on the phone number and use the same display name when connecting the number to the new Business Portfolio.
Changing both phone number and Business Portfolio
6. Are there any limitations when changing both the phone number and Business Portfolio?
No. You can proceed with the account change process without any specific restrictions when changing both.
7. Can I use a different display name when switching Business Portfolios?
No. You must use the same display name as the current one when switching Business Portfolios.
Note: Display name approval is handled by Meta, and having a valid website added under the Business Info section in Meta Business Manager helps with the approval process.
General considerations
8. Why is it important to follow the correct steps for each scenario?
Each change scenario has different requirements. Following the correct steps helps avoid issues like template re-approval delays or connection problems.