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  • A WhatsApp number can only be fully connected to one platform at a time — Meta calls this “Full access.”
  • If the number was already connected to a different BSP or automation platform, Meta blocks ChatSyncs from connecting until that old connection is removed.
  • This page is the fix for the “you need to unlink your number first” error mentioned in Connect Your WhatsApp Business App (Coexistence).

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Remove the partner in Meta Business Suite

1

Open Partners

In Meta Business Suite Settings, go to Users → Partners. Select the partner you want to disconnect — it shows which WhatsApp account it currently has access to.
Meta Business Suite Settings, Partners list showing one partner assigned Full access to a WhatsApp account, with the Manage button highlighted next to the account
2

Remove access

Click Manage next to the WhatsApp account. In the Manage assignments dialog, click Remove access at the bottom.
Manage assignments dialog for a WhatsApp account, showing Partial access toggles and a Full access Everything toggle, with the Remove access button highlighted
Expected result: The old partner no longer appears with access to this WhatsApp account, and the number is free to connect elsewhere.
If the number was connected via Cloud API only (not Coexistence), this step alone is usually enough — try connecting to ChatSyncs again. If it was connected via Coexistence (the WhatsApp Business App stays active on a phone), continue to the next section — the app itself also remembers the old connection.

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If the number uses Coexistence: also disconnect from the phone

1

Open WhatsApp Business app settings

On the phone with the WhatsApp Business app, tap the ⋮ menu, then Settings.
WhatsApp Business app main menu open with Settings highlighted
2

Open Account

In Settings, tap Account.
WhatsApp Business app Settings screen with the Account option highlighted
3

Open Business Platform

Under Your account, tap Business Platform.
WhatsApp Business app Account screen with the Business Platform option highlighted
4

Tap the connected partner to disconnect

The currently connected partner is listed with “Tap to disconnect.” Tap it and confirm.
WhatsApp Business app Business Platform screen showing the currently connected partner, with a note that disconnecting loses access to that partner's features but the WhatsApp Business app itself is unaffected
Expected result: The number shows no connected Business Platform partner. You can now reconnect it — to ChatSyncs via Coexistence, if that’s the path you’re using.
Disconnecting here only removes the old partner’s API access — it doesn’t affect your chats, contacts, or the WhatsApp Business app itself.

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What’s next

Once the number shows no connected partner in both places, go back to How to Connect Your Number to ChatSyncs and try again.