WhatsApp Business Account Ownership Transfer - Commonly asked questions

1\ why are we being asked to take ownership of our waba? meta is phasing out the “on behalf of” (obo) model, where your bsp (like exotel) owns and manages your waba instead, meta now mandates that brands directly own their whatsapp business accounts through a model called waba sharing this change gives your business greater control, transparency, and access to whatsapp’s evolving features 2\ what changes once we take direct ownership? you gain full control of your waba your team can manage account settings directly — including profile edits, payment configurations, and admin permissions — without routing through the bsp direct access to whatsapp manager tools view and manage message quality ratings, analytics, and templates firsthand better control over security and integrations manage user roles, data sharing, and connected systems through your own meta business manager — aligning whatsapp with your organisation’s compliance policies 3\ will messaging services be interrupted during this transition? no — this is strictly an administrative change your messaging infrastructure and integrations will continue running as is 4\ what is the last date of migration? 1st october, 2025 5\ what steps does my team need to take? once your bsp(exotel) initiates the transfer log in to meta business suite with admin credentials go to settings → requests → received look for a pending whatsapp business account ownership request from your bsp click review and approve the request or go to my exotel com → whatsapp → number management → add new number follow the onboarding process, using any of your number accept the transfer request through exotel’s embedded sign up flow 6\ who can approve this request? only users with admin access to the meta business portfolio can approve the ownership transfer 7\ how long does the transition take after approval? the transfer is typically completed immediately once the admin approves it within meta business suite 8\ what if we don’t act within the deadline? if no action is taken, meta will automatically approve the transfer to your portfolio to comply with the deprecation policy still, we recommend manually approving the request to ensure visibility and avoid confusion 9\ i can’t find the ownership transfer request what now? let’s troubleshoot in two steps step 1 check if the account is already transferred go to business settings → whatsapp accounts check the “owned by” field if it shows your business name, the transfer is complete no further action needed step 2 look for a pending request ensure you’re logged into the correct meta business portfolio go to settings → requests → received look for the pending request from your bsp if you still don’t see the request, don’t worry — meta will auto transfer the account as part of the obo deprecation plan 10\ we don’t have admin access to the correct meta business portfolio what can we do? while meta will auto transfer ownership as part of the obo deprecation plan, we highly recommend securing admin access for full control you can request access recovery directly via meta business help center https //www facebook com/business/help