Base Help Center

Resolving the "This number is registered to an existing WhatsApp account" Error

Understanding the Error

You may see the message "This number is registered to an existing WhatsApp account" when trying to onboard a phone number for WhatsApp in your CRM. This occurs because a single phone number can only be actively linked to one WhatsApp account at any given time. To successfully register the number, it must be completely disassociated from any previous WhatsApp account, whether a personal or business account.

Why This Happens

This error typically appears for one of the following reasons:

  • The phone number is currently in use on the standard WhatsApp Messenger app.
  • The number is linked to a separate WhatsApp Business App account.
  • The number was used for WhatsApp in the past but the account was not properly deleted.
  • The number has recently been migrated and is still within WhatsApp's system cooldown period.

How to Fix the Issue

Step 1: Delete the Account from the Existing WhatsApp App

On the phone or device where the number is currently active:

  1. Open the WhatsApp or WhatsApp Business application.
  2. Navigate to the Settings menu, then select Account.
  3. Choose the option to Delete my account.
  4. Confirm the phone number and finalize the account deletion process.

Important: Uninstalling the app from your device is not enough. You must delete the account from within the app's settings for the number to be released.

Step 2: Wait for the Number to be Released

After you have deleted the account, allow a few minutes for WhatsApp's systems to fully process the request and release the phone number. This usually takes up to three minutes, though it can occasionally take a bit longer.

Step 3: Retry the Onboarding Process

Once you have waited, return to the WhatsApp onboarding section in your CRM. Re-enter the phone number and proceed with requesting and entering the One-Time Password (OTP) to verify the number.

If the Problem Continues

If you still encounter the error after following the steps above:

  • Double-check that the number is not logged into any WhatsApp application on any other device.
  • Verify that the number is not still associated with a different Meta Business Manager or WhatsApp Business Account.
  • If you have just deleted the account, wait for 10 to 15 minutes before trying the onboarding process again.

Should the issue persist, please contact support and provide the following details:

  • The phone number, including the country code.
  • A screenshot of the error message.
  • Your Business Manager ID, if you have one.

Best Practices for a Smooth Onboarding

To prevent this error in the future:

  • Whenever possible, use a new or previously unused phone number for WhatsApp setup.
  • Avoid trying to reuse a number that was connected to a WhatsApp account very recently.
  • Never attempt to onboard a phone number that is still actively in use on any WhatsApp application.
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