Outage in 360dialog

Meta Issue - Templates not always duplicated during migration

Resolved Minor
August 21, 2025 - Started 2 months ago - Lasted 7 days

Incident Report

We are aware of a Meta issue affecting template duplication during phone number migration. In some cases, templates with a status of `APPROVED` and a quality_score of `GREEN` are not copied from the source to the destination WhatsApp Business Account. This issue can affect any ecosystem participant (BSP, Tech Provider, ISV, Business, etc.) that performs phone number migrations.Meta has confirmed this is a known issue on their side, though it is not yet reflected on their public status page. If your templates are not duplicated during migration, please contact our support team. We will raise a request with Meta Direct Support, and their Engineering team will duplicate the templates with priority.As a precaution, Meta recommends duplicating templates to the destination WABA before starting the migration. Once templates are copied, proceed with the phone number migration.

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Latest Updates ( sorted recent to last )
IDENTIFIED 3 months ago - at 08/11/2025 04:43PM

We are aware of a Meta issue affecting template duplication during phone number migration. In some cases, templates with a status of `APPROVED` and a quality_score of `GREEN` are not copied from the source to the destination WhatsApp Business Account. This issue can affect any ecosystem participant (BSP, Tech Provider, ISV, Business, etc.) that performs phone number migrations.Meta has confirmed this is a known issue on their side, though it is not yet reflected on their public status page. If your templates are not duplicated during migration, please contact our support team. We will raise a request with Meta Direct Support, and their Engineering team will duplicate the templates with priority.As a precaution, Meta recommends duplicating templates to the destination WABA before starting the migration. Once templates are copied, proceed with the phone number migration.

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