Need to Switch Phones - Will It Disconnect Pabbly Chatflow?

[mezmer]

Grant Account Access for Support

1. I authorize the Pabbly Support Team to access my account for troubleshooting purposes.

WhatsApp Number

+918140099905

Email Address

[email protected]

Hi Pabbly Support Team,

We need some urgent guidance.

We recently had an issue where disconnecting and reconnecting our WhatsApp number to Pabbly Chatflow resulted in all our flows, custom fields, and data being completely wiped (we had raised a ticket about this earlier).

We've since rebuilt the entire setup and everything is now running smoothly.

However, we've run into a new problem. The phone that was being used for the business WhatsApp number (+918140099905) has completely stopped working and we need to switch to a new phone.

Given what happened last time, we're concerned that transferring WhatsApp to a new device might again disconnect the number from Pabbly Chatflow and wipe out all our flows.

Could you please advise:

1. If we move the WhatsApp number to a new phone, will it disconnect from Pabbly Chatflow?
2. Is there a safe way to switch devices without affecting our Pabbly Chatflow setup, flows, and configurations?
3. Since the number is connected via Meta's Cloud API, does the physical phone even matter, or is the connection independent of the device?

We want to make sure we don't lose our setup again. Please guide us on the correct way to handle this.

Thank you.

 

[Preeti Paryani]

Hi @mezmer,

No worries — you can safely move your WhatsApp Business account to a new phone. This will not disconnect it from Pabbly Chatflow.

Since your number is connected via Meta WhatsApp Cloud API, the setup is independent of the physical device. Just make sure you only log in on the new phone and do not delete the WhatsApp Business account or remove the number from Meta.

Your flows and configurations will remain unaffected.

 

[mezmer]

Ok thank you for the confirmation

 

[Preeti Paryani]

Hi @mezmer,

Glad to be of help!

 

[mezmer]

Hey @Preeti Paryani,
We switched phones and the number appears to have disconnected from Chatflows. Any of my new test messages are no longer showing in the inbox. I tried reconnecting by clicking 'Add Whatsapp Number' and completing the setup again by scanning from the business account. It showed “connected successfully” on both ends, but when I tested again, the inbox still didn’t receive the messages, so it seems the number didn’t reconnect. Only, this time thankfully the flows are still there, just the number seems to remain disconnected.

Could you please advise on the next steps? We haven’t changed any configuration anywhere, we only logged into WhatsApp on a new phone.

Thanks

 

[mezmer]

Hey team, if possible, please look into this before EOD today. Otherwise, we may not be able to reconnect the phone number until Monday.

 

[Hrishabh.pabbly]

Hi @mezmer ,

Thank you for your patience.

We have checked your account and initially noticed that the incoming messages were not appearing in the inbox. However, after clicking on the Subscribe option beside the connected number (three dots menu), the number started receiving messages successfully again.

It appears the connection is now working properly. We recommend sending a few more test messages from your end to confirm everything is functioning as expected.

If you still face any issues, please feel free to let us know — we’re here to help.

 

[mezmer]

Hey @Hrishabh.pabbly,
It does seem to be working fine again. Thanks a lot for your help.

 

[Hrishabh.pabbly]

Hi @mezmer ,

That’s great to hear — we’re glad everything is working fine again

If you have a moment, we’d really appreciate your feedback on your support experience. It helps us improve our service:
https://forms.gle/mNd2GDUyrih7Lvu59

Thank you again for your patience