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    Adding a New WhatsApp Number Disconnects Existing Numbers in Envoy

    You added a new WhatsApp Business number to Envoy, and your previously connected numbers stopped working. The new number works fine, but the old ones show as disconnected or have lost functionality.

    2 min readUpdated 9 Apr 2026

    When you add a new WhatsApp number through the Embedded Signup flow, the system generates a new access token. In some cases, this token only includes permissions for the newly added number, automatically removing your previously connected numbers from the token's scope.

    Your existing channels are still in Envoy with their configuration and history intact. They've just lost their API connection.

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  1. You recently added a new WhatsApp number in Envoy
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  2. One or more previously connected numbers stopped receiving messages or show errors
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  3. In Facebook Business Settings > Business Tools, previously ticked numbers are now unticked next to Voltade
    4. 4
  4. The Access Token Debugger only shows the new number's WABA ID

    5. Do not try to fix this yourself. Re-running the Embedded Signup flow again may untick additional numbers and make the problem worse.

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  5. Document which numbers are affected. Note which were working before and which stopped
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  6. Don't delete any channels in Envoy. Your channel configuration, chatbot prompts, and message history are still there
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  7. Contact support immediately. This requires manual token scope adjustment on the backend

    8. What Support Will Do

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  8. Verify which WABA IDs should be included in your access token
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  9. Adjust the token scopes to re-include all your active numbers
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  10. Confirm each number's connection is restored
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  11. Test messaging on all channels

    12. If you're planning to add a new WhatsApp number and already have existing numbers connected:

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  12. Tell us before you add the new number. We can monitor the Embedded Signup process and catch scope changes immediately
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  13. Back up your channel configurations before starting
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  14. Check all existing numbers immediately after. Verify they still show as Connected in Envoy and that messages still flow

    15. Was this article helpful?

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