> For the complete documentation index, see [llms.txt](https://en.help.firstline.cc/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://en.help.firstline.cc/feature/channels/shi-yong-embedded-signup-zheng-he/legacy-whatsapp-asset-check-and-troubleshooting.md).

# Legacy WhatsApp asset check and troubleshooting

If WhatsApp embedded signup has been completed but you still suspect that old Meta Apps, old WhatsApp Official Accounts, or old permission associations have not been removed, you can check step by step according to this page.

If your WhatsApp was originally connected to FIRST LINE through a Meta App you created yourself, and later you switched to [embedded signup](/feature/channels.md) re-integration, the old WhatsApp official account, app, or permission associations may still remain in the Meta backend.

This situation may cause both old and new assets to exist at the same time, which can lead to abnormalities in message reception, webhooks, or account identification.

{% hint style="warning" %}
**Please do not directly delete or unregister the WhatsApp phone number you are currently using just to remove old assets.**
{% endhint %}

## When do you need to check?

If any of the following apply to you, it is recommended that you check according to this page:

* You previously went to Meta for Developers to create an App yourself and connected it to the WhatsApp Cloud API.
* You recently re-authorized using FIRST LINE's embedded signup.
* Embedded signup is complete, but you are not receiving messages, messages are going to the old channel, or FIRST LINE Support asks you to confirm old WhatsApp assets.
* You can see two WhatsApp official accounts with similar names in the Meta backend.
* The same phone number has previously been managed by different Apps, service providers, or integration methods.

## Prepare before checking

Please confirm first:

* You can log in to the company's Meta / Facebook account.
* This account has management permissions for the company **Business Portfolio** .
* If the company has ever used a different Business Portfolio, please make sure you can still switch back to the original Business Portfolio.
* Have the WhatsApp phone number currently in use ready.

If FIRST LINE Support has provided the following information, please keep it as well:

* Old WhatsApp official account ID.
* New WhatsApp official account ID.
* Phone Number ID.

## Step 1: Switch to the correct Business Portfolio

Go to [Meta Business Suite](https://business.facebook.com/latest/home)and confirm that you are currently logged in with the Meta account actually used by the company, then switch to the Business Portfolio that originally managed this WhatsApp phone number.

## Step 2: Confirm whether there is still an old WhatsApp official account

Go to [Meta Business Settings](https://business.facebook.com/settings):

**Accounts / Accounts → WhatsApp accounts / WhatsApp Accounts**

Confirm:

1. Whether more than one WhatsApp official account is visible at the same time.
2. Which one is the old account used when you originally created the Meta App yourself.
3. Which one is the new account recently used through FIRST LINE embedded signup.
4. Record the WhatsApp official account IDs for both sides.

<figure><img src="https://3300265106-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-MNRu7dk70ei7JV9HlW9%2Fuploads%2FqI92eenX4w05E4CUUIhl%2Fimage.png?alt=media&amp;token=f67a9d38-90da-473e-87ba-d7d7ab976e98" alt=""><figcaption></figcaption></figure>

## Step 3: Confirm which WhatsApp official account the phone number appears under

Then enter the **Phone numbers / Phone numbers**sections of the old and new WhatsApp official accounts respectively.

If you can see the same phone number on both sides:

1. Record both WhatsApp official account IDs.
2. Take screenshots and save them.
3. Do not delete the phone number directly.
4. Continue with the old asset removal steps below.

<figure><img src="https://3300265106-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-MNRu7dk70ei7JV9HlW9%2Fuploads%2FTwoRwIJuwlJWjJYpuGyS%2Fimage.png?alt=media&amp;token=293db717-49fc-44f6-bc98-4723588deee0" alt=""><figcaption></figcaption></figure>

## Step 4: Remove asset permissions from the old System User

In Meta Business Settings, go to:

**Users / Users → System Users / System Users**

Find the System User originally created for the old WhatsApp Cloud API:

1. Open **Assigned assets**sections of the old and new WhatsApp official accounts respectively.
2. Find the old WhatsApp official account.
3. Remove that System User's access to the old WhatsApp official account.
4. If there are asset permissions for an old Meta App as well, remove those too.

## Step 5: Remove the old Partner's WhatsApp asset permissions

If the company previously used another WhatsApp service provider, agency, or technical partner, go to Meta Business Settings:

**Users / Users → Partners / Partners**

Find the Partner that is no longer in use, and remove the old WhatsApp official account from its **Assigned assets** remove it from there.

## Step 6: Remove the previously self-created Meta App

Go to [Meta for Developers](https://developers.facebook.com/apps/)and open the App you created yourself before that is no longer in use.

Proceed in order:

1. Go to the App's **WhatsApp → Configuration / Settings**sections of the old and new WhatsApp official accounts respectively.
2. and confirm that this is the App used for the old integration.
3. Remove or cancel the subscription / access association between the old WhatsApp official account and this App.
4. If Meta Business Settings still shows this App assigned to the old WhatsApp official account, remove that asset association as well.
5. After confirming that the old App is no longer in use, go to **App Settings → Basic / Basic settings**and use Meta's delete App function to remove the entire old App.

{% hint style="warning" %}
**What should be removed here is the association between the old App and the old WhatsApp assets, not the phone number currently in use.**
{% endhint %}

After completing this, go back to Meta Business Settings and WhatsApp Manager, and confirm again that the old App, old System User, and old Partner no longer hold access rights to the old WhatsApp official account.

<figure><img src="https://3300265106-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-MNRu7dk70ei7JV9HlW9%2Fuploads%2F4RVLbUxVl4vLdErQKP75%2Fimage.png?alt=media&amp;token=23d62354-5cbf-4221-9d7f-14fd5e5100af" alt=""><figcaption></figcaption></figure>

## Step 7: Retest sending and receiving messages

After removing the old assets:

1. Use another WhatsApp account to send a new text message to the business phone number.
2. Confirm whether FIRST LINE receives the message.
3. Reply to the message from FIRST LINE.
4. Confirm whether the other party receives it normally.

Please use**a new test message**and do not just check previously existing message records.

## If you cannot find the old WhatsApp official account or old App

If the currently logged-in Meta account can no longer see the old WhatsApp official account or old App, please provide the following information to FIRST LINE Support:

* WhatsApp phone number.
* Current new WhatsApp official account ID.
* Old WhatsApp official account ID (if any).
* Old Meta App ID (if any).
* Phone Number ID (if any).
* Relevant screenshots currently visible in Meta Business Settings / WhatsApp Manager.

## Common Meta management entry points

* [Meta Business Suite](https://business.facebook.com/latest/home)
* [Meta Business Settings](https://business.facebook.com/settings)
* [WhatsApp Manager](https://business.facebook.com/wa/manage/home)
* [Meta for Developers](https://developers.facebook.com/apps/)