Cancelling a WhatsApp Business API (Waba) number
This document describes the cancellation process, the different statuses that the number goes through both in the 360 Dialog hub and what the customer can continue to do or not do from the time we request the cancellation of a number until it is effective.
The process of cancellation/cancellation of a number, both its deadlines and the steps to be taken for the cancellation is an indispensable procedure required by our BSP.
We can divide the process of canceling a number into 2 steps.
- Cancellation from the 360 hub.
The cancellation must be requested by the customer from their 360 Dialog panel, in fact, as indicated in the 360 Dialog documentation, the cancellation can only be requested by the customer who owns the number, although we are aware that we as partners have requested the cancellation on behalf of several customers through ticket.
When the customer requests the cancellation of a 360 number, Dialog shows the following screen where it indicates the Terminated date.
Once the cancellation of the issue is requested, it goes through 3 statuses before "disappearing" from the 360 Dialog hub.
1.- Cancelled: Cancellation request.
The customer has requested cancellation, is provided with the Terminated date and is no longer able to send WhatsApp templates.
2.- Terminated: end of notice period (no longer billing for this number)
When the number is in this state, the customer stops paying for this service and can no longer use the messaging service.
During this period it is possible to reactivate the number.
3.- Deleted: Remove the channel/number from the 360 hub
The number is no longer available in the 360 hub for possible reactivation.
Once the number goes to the Deleted state, the number will be deleted from the hub and the created templates associated with that number like the other data will be permanently deleted.
When the number goes into this state, the customer can take the next step to be able to use the number as a normal WhatsApp or WhatsApp business.
2.- Request the downgrading of a WhatsApp Business Account (WABA) number
When you request to unsubscribe from a WABA number, the number will be removed from the business platform and can be used again in the WhatsApp Business app or the individual app.
To delete a WABA (WhatsApp Business Account) we must take into account the following requirements:
- Only a WhatsApp Business account admin can request a number to be downgraded.
- You can't delete a number if your company has sent payment messages (for example, templates) in the last 30 days using that number.
- By contractual terms, only the owners of the number can request the cancellation of the number. Partners can't downgrade on behalf of a customer.
To delete a WABA, follow these steps:
- In the browser, go to Facebook and go to your Meta Business page, deploy the enterprise business manager.
- Click on Business Account Settings
- Under WhatsApp Accounts, click WhatsApp Manager.
- On the next screen it will show you the active Whatsapp accounts, find the phone number you want to remove. Click on the trash can icon.
* You may be asked for the password of your Facebook account connected to WhatsApp if the phone number had the status "Connected" previously.
Once a number has been deleted from the WhatsApp Business platform, it can be used again in the WhatsApp app or you can register again on the WhatsApp Business platform.
* Please note that different rules apply to deleted phones that had been blocked by the WhatsApp platform.
It is also possible to request help for WhatsApp account deletion from the hub dashboard from your 360 Dialog account.
Links of interest:
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