Updating Your Number and Business Portfolio: Replacing a Number and Changing the Connected Business

Summary

Sometimes you need to make structural changes to your WhatsApp Business account: replace the phone number, move the number to a different business portfolio at Meta, or change the business entity connected to the account. These are not everyday actions, but when you need them, it’s important to know how to do them without harming your Quality Rating or losing conversation history. In this article you’ll learn the options, the implications of each change, and the practical steps.

Three different types of updates

Each of these actions is done in Meta Business Manager, not in Mumble. Mumble syncs automatically after the change. See Managing a WhatsApp Business Account from Meta Business Manager.

Replacing a phone number

Common reasons to replace: the company changes its main number, it was blocked by Meta, or you want to separate two operations onto two different numbers.

Before the change

• Back up your message template list. Message templates attached to the old number will not carry over automatically. You’ll need to recreate them for the new number.
• Document the current Quality Rating. If the old number is at a High rating, it’s a shame to give it up without a reason. Changing the number resets the Quality Rating.
• Notify active customers. Customers who know the old number will keep writing to it. Send a message template explaining the move beforehand.

The replacement steps

1. Go to Meta Business Manager < WhatsApp Manager < Phone Numbers.
2. Click the three dots next to the existing number.
3. Select Replace number.
4. Enter the new number (it must not have been used on the WhatsApp Business API before).
5. Verify the new number by SMS or call.
6. Meta will update the account within a few minutes.
7. In Mumble, the new number will appear in place of the old one. Refresh the page.

What happens afterward

• Conversation history with customers is preserved.
• Customer cards are preserved.
• Message templates need to be resubmitted for approval under the new number.
• The Quality Rating starts at Unknown and rises based on the performance of the first campaigns.
• The messaging tier stays at the portfolio level (if the number remains in the same portfolio).

Transfer between business portfolios

Since October 2025, Meta’s tier system is based on the business portfolio, not the number. See Messaging limits in Meta’s tier system. The implication: a number in an established portfolio will immediately get the highest tier, while a number in a new portfolio will start at 250 messages per day.

Common reasons for a transfer

• You are moving from one company’s Meta Business Manager to another (for example, a parent company acquired a subsidiary).
• You are consolidating numbers from a sub-organization’s portfolio into a main portfolio.
• The existing portfolio was blocked or restricted, and you want a quick move to a healthy portfolio.

The steps

1. Go to the Meta Business Manager of the receiving portfolio (not the current one).
2. Open Settings < Business Assets < Request Assets.
3. Request the WhatsApp Business Account of the current number.
4. The sending portfolio receives a request and approves it.
5. After approval, the number is transferred.

Two requirements worth knowing:

• Mutual consent. Both portfolios must agree. If the sender does not approve, the transfer will not go through.
• No numbers actively running ads. If the number is currently running in a CTWA campaign, the transfer may throw errors. Stop the campaign first.

Changing the business entity

The most complex action. If you opened the account under Company A, and now want it under Company B (for example, after a merger or splitting operations apart), you need to go through a full re-verification process.

The steps

1. Go to Meta Business Manager < Settings < Business Info.
2. Edit the new business details (name, company registration number, address).
3. Submit the new documents for verification (Business Verification).
4. Wait for Meta’s approval (usually 1-7 business days).
5. After approval, the account is linked to the new entity.

Implications

• During re-verification, you can send messages, but a Verification in progress indicator may appear.
• If the documents don’t match, the verification will be rejected and you’ll need to correct and resubmit.
• The Display Name of the number does not change automatically. You need to request the change separately.

Common issues

I replaced the number but the old number still receives messages

After a replacement, the old number is released from the WhatsApp Business API and can serve as a regular WhatsApp number (not Business API). If customers send it a message, it will be received in the regular WhatsApp account of the user the number is registered to. Notify customers that you’re moving to a new number.

My tier dropped after replacing the number

Since October 2025, the tier is at the portfolio level. If you replaced the number but stayed in the same portfolio, the tier should remain. If it didn’t, there may be a temporary sync issue. Wait 6-24 hours before contacting Meta support.

The transfer request between portfolios isn’t being accepted

Possible causes:

• The sending portfolio didn’t approve the request.
• Your user doesn’t have sufficient permissions in one of the portfolios.
• The number is in Restricted status and cannot be transferred.

If the problem persists, contact Meta support through Business Support Home.

I changed the business name in the documents, how do I update the Display Name?

Two separate processes. The Display Name is updated in number-specific Phone Numbers < Settings. See Setting up the WhatsApp Business profile.

I added a new number to the portfolio, but it doesn’t appear in Mumble

You need to connect the number in Mumble separately from adding it at Meta. See Connecting a new WhatsApp number.

Related articles

• Connecting a new WhatsApp number
• Connecting an existing WhatsApp Business number
• Managing a WhatsApp Business Account from Meta Business Manager
• Meta Business Verification, the complete guide
• Messaging limits in Meta’s tier system
• Setting up the WhatsApp Business profile

Bottom line

Structural changes to the account are one-time actions that don’t come up often. Plan them carefully: notify customers, back up message templates, and check the rating after each change. If you’re transferring between portfolios, make sure both sides consent. If you’re changing the business entity, prepare the documents in advance to shorten the verification time.