WhatsApp numbers

Removing or reconnecting WhatsApp numbers

Safely disconnect a number, understand the impact on sends and webhooks, or restore an interrupted connection.

Business usersAdministratorsDevelopersAdvancedAvailable

What this guide covers

Review workflows, schedules, and webhooks before disconnecting a number.
Use the Templates reconnect prompt for Meta authorization problems or Add number to restore a disconnected entry.
Verify the number, templates, and message flow before resuming production use.

Choose the right action

Disconnect, reconnect, and disable Developer API usage solve different problems. Pick the smallest action that matches what you want to stop or repair.

Disconnect, reconnect, or disable
Your goal	Use this action	Result
`Stop all Yanola use of the number`	Disconnect on the Phone Numbers page	New inbound handling, workflow triggers, scheduled sends, and sends from this Sender stop in Yanola.
`Repair expired or revoked Meta access`	Reconnect number from the Templates error	The same number stays connected while Yanola refreshes Meta authorization.
`Restore a number previously disconnected in Yanola`	Add number, then authorize the same Meta number	Yanola restores the existing number record to active when the same Meta asset is selected.
`Stop only Developer API sends`	Turn off Developer API for the Sender	API sends stop, but workflows and webhook subscriptions are not paused.

Disconnect is broader than disabling API use

Do not disconnect a working number merely to pause one application. Review the Developer API switch, workflows, schedules, and webhook filters first.

Review the impact before disconnecting

Tell the people responsible for customer support, campaigns, workflows, and integrations.
Open Workflows and note every active workflow that uses the number.
Open Scheduler and review pending or processing sends for the number.
Open API → Webhooks if your team uses developer webhooks, and note subscriptions that include the Sender.
Finish or reroute important customer conversations.
Record the WhatsApp Business Account and phone number you will need if you reconnect later.

Screenshot reference[PICTURE: yanola-whatsapp-number-impact-review]

Yanola number row and shared-behavior warning with workflow and webhook counts visible before disconnection.

Disconnect the number from Yanola

Open the Agent Project's Phone Numbers page.
Find the correct number and check its name and final digits.
Open the three-dot actions menu at the end of the row.
Select Disconnect.
Read the confirmation, then select Disconnect again.
Wait for WhatsApp number disconnected.

Screenshot reference[PICTURE: yanola-whatsapp-number-disconnect-action]

Yanola Phone Numbers row with the three-dot menu open and Disconnect action highlighted.

Understand what disconnect changes

Screenshot reference[PICTURE: yanola-whatsapp-number-disconnect-confirmation]

Yanola Disconnect WhatsApp Number confirmation explaining that inbound messages, workflow triggers, and queued sends will stop.

Effects of disconnecting a WhatsApp number
Area	After disconnect
`Phone Numbers list`	The active number is removed from this Agent Project's working list.
`Inbound messages`	New messages for the number no longer enter this Yanola Agent Project.
`Workflow triggers`	New triggers from the disconnected number stop; workflow definitions themselves are not deleted.
`Scheduled messages`	Pending or processing schedules for the number are canceled, and unsent scheduled items are skipped.
`Developer API sends`	The number is no longer an available Sender, so new sends from it are blocked.
`Developer webhooks`	No new number activity can produce events for this disconnected Sender; endpoint settings are not deleted.
`API keys and billing`	Keys, webhook endpoints, subscription, and Yanola Balance are not deleted.
`Meta business assets`	The phone number and WhatsApp Business Account are not deleted from Meta by this Yanola action.

Remove the number from Meta only when intended

Disconnecting in Yanola is separate from deleting or releasing a phone number in Meta. Use Meta Business tools only when your business truly intends to remove the number from its WhatsApp Business Account or move it to another provider.

A Meta-side removal can affect other applications, templates, message history, quality state, and future migration options. Confirm the change with the business owner and any other provider using the number.

Disconnect the number in Yanola first and confirm messaging has stopped.
Check whether another application, provider, or support team still uses the Meta business asset.
Follow the current Meta removal or migration prompts for that WhatsApp Business Account.
Keep a record of the business portfolio, WhatsApp Business Account, and final number state.

Do not remove Meta access as a troubleshooting shortcut

If the number should remain in Yanola, use reconnect instead. Deleting the Meta asset can make recovery slower or require a new verification and review.

Reconnect when Meta authorization needs attention

Reconnect is appropriate when the number still appears in Yanola but template sync reports that Meta authorization is missing, expired, or no longer usable.

Open the Agent Project's Templates page.
Select the affected WhatsApp number.
Select Sync approved templates.
If Yanola shows Reconnect number, select it.
In the Reconnect WhatsApp Number dialog, select Continue with Meta.
Use the Meta profile that manages the same business, then authorize the same WhatsApp number.

Screenshot reference[PICTURE: yanola-template-sync-reconnect-number]

Yanola Templates page showing a template-sync authorization error and Reconnect number button.

Restore a number disconnected in Yanola

A disconnected number is no longer in the active Phone Numbers list, so restore it through the normal Add number flow.

Open Phone Numbers in the same Agent Project that owned the number.
Select Add number, then Continue with Meta.
Sign in to the Meta business that still owns the number.
Authorize the same WhatsApp Business Account and phone number.
Return to Yanola and confirm the existing number becomes active again.

Use the original Agent Project

Restoring in the original project preserves the intended ownership boundary. Connecting the number to a different project can change which workflows, keys, and webhooks can use it.

Complete the Meta reconnect window

Meta must return the exact phone number Yanola is reconnecting. Choosing another WhatsApp Business Account or a similarly named number will not repair the selected Sender.

Confirm the business portfolio.
Confirm the WhatsApp Business Account.
Select the same phone number, checking the country code and final digits.
Approve the requested WhatsApp business management and messaging access.
Finish the Meta window and wait for Number reconnected successfully in Yanola.

Screenshot reference[PICTURE: meta-whatsapp-reconnect-number-selection]

Meta reconnect flow showing the original WhatsApp Business Account and phone number selected.

Confirm service is restored

Confirm the Phone Numbers page shows the number as active.
If your team uses the Developer Platform, confirm Developer API shows Eligible or intentionally enable it.
Return to Templates and sync approved templates again.
Review active workflows and webhook subscriptions before customer traffic resumes.
Send one controlled message using an approved template or an open customer-service conversation.
Confirm the message reaches the recipient and the final delivered or read status appears in Yanola.
Monitor the first production conversations for duplicate workflow and webhook handling.

Screenshot reference[PICTURE: yanola-whatsapp-number-reconnected]

Yanola Phone Numbers and Templates views showing an active reconnected number and successful template sync.

Fix common reconnect problems

Reconnect troubleshooting
What you see	What to do
`Reconnect number is not shown`	Try Sync approved templates first. Reconnect appears when Yanola identifies an authorization problem; use Add number to restore a disconnected entry.
`Selected number not found in the Meta account`	Sign in with the profile that manages the original business and confirm the number still belongs to that WhatsApp Business Account.
`Wrong number appears`	Cancel and restart. Do not authorize a substitute number to repair the selected Sender.
`Permission request was declined`	Restart reconnect and keep the requested WhatsApp management and messaging access enabled.
`Meta asks for a verification code or PIN`	Use the code sent to the business phone and the number's existing two-step verification PIN; never share either with Yanola support.
`Template sync still fails`	Refresh once after reconnect. If it still fails, note the exact message and number, then contact support.
`Developer API shows Blocked`	Read the status explanation. Reconnect fixes credentials, but account, project, Sender, subscription, or safety controls can still block API sends.
`Messages do not resume`	Check the active status, workflow selection, approved template, customer-service window, webhook filters, subscription, and Yanola Balance.