The procedures and autonomy described below apply exclusively to phone numbers whose legal ownership (SIM card or landline) belongs to your own company (Bring Your Own Number model). Phone numbers (virtual or physical) contracted and provided directly by Zenvia are part of our telecommunications infrastructure and cannot be migrated to other Solution Providers (BSPs).
Recently, Meta updated the WhatsApp Business architecture, known as the WhatsApp Account Model Evolution.
Under this new model:
You retain 100% ownership of your phone number (for numbers you own): The phone number is now directly linked to your WhatsApp Account within your own Meta Business Portfolio (Meta Business Suite).
Partners connected through Messaging Accounts: Solution Providers such as Zenvia operate through Messaging Accounts associated with your account, without retaining ownership of the phone number within Meta's system.
End of manual 2FA removal and traditional deregistration: Since your own phone number is no longer "locked" to the provider, the previous process of removing the two-factor authentication (2FA) PIN and requesting deregistration through the support system is no longer necessary and has been discontinued by Meta for accounts using this model.
Below, we provide step-by-step instructions based on your current objective:
Scenario A: Migration to another partner (Provider/BSP)
If your goal is to integrate your own phone number with another partner platform:
No need to deregister the number: Your phone number will remain active under your company's ownership.
Onboarding with the new partner: Simply start the contracting/activation process directly with the new provider. During the registration process (Embedded Signup), select your existing WhatsApp Account.
Simultaneous connection: Meta will create a new Messaging Account for the new partner without abruptly interrupting your phone number's service.
Disconnecting Zenvia: Once the new partner is up and running, your Meta Business Suite administrator can independently access: Business Settings > Accounts > WhatsApp Accounts and remove Zenvia's access.
Scenario B: Moving the number back to the mobile app (WhatsApp Business or Personal)
If you want to remove your own phone number from the Cloud API and use it directly on a mobile device (mobile app), the Cloud connection must be removed by your Meta Business Portfolio administrator, as this is no longer handled through an external technical support request.
Access Meta Business Suite and open WhatsApp Manager.
In the side menu, navigate to Account Tools > Phone Numbers.
Find the desired phone number and click the Trash/Delete icon next to it.
Confirm the action by entering your Facebook administrator profile password.
Wait approximately 10 to 15 minutes for the deletion to be replicated across Meta's servers.
Then, open the WhatsApp app (Business or standard version) on your physical mobile device and complete the standard activation process using SMS or a phone call.