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How to fix the "a payment method already exists" error when connecting WhatsApp

This error means the WhatsApp Business Account you picked already has a payment method attached on another platform. In business.facebook.com › Accounts › WhatsApp Accounts › Add, create a new WhatsApp Business Account, then go back to Settings › WhatsApp and pick it during the connection.

Updated on

Before you start

  • This error comes from Meta: a WhatsApp Business Account that already has a payment method attached (because it was used directly in Meta or with another provider) can't be connected again through another platform.
  • The fix is to create a new WhatsApp Business Account inside the same Meta business portfolio. You don't necessarily need a new phone number.
  • You need a Facebook account with admin access to your company's Meta business portfolio.
  • Don't delete the old WhatsApp Business Account if it's still tied to campaigns or other services.
Where to find it

Meta (business.facebook.com) › Business settings › Accounts › WhatsApp Accounts › Add

Step by step

Create a new WhatsApp Business Account in Meta

  1. Go to business.facebook.com and sign in with the Facebook account that manages your business.
  2. Open Business settings and, in the left menu, click Accounts › WhatsApp Accounts.
  3. Click Add and choose Create a new WhatsApp Business Account.
  4. Give it a name that's different from the old account (for example, "Smile Clinic – New") and complete the screens Meta shows you.

Run the connection again in Elooo System

  1. In the side menu, open Settings and click WhatsApp.
  2. Start the WhatsApp connection again and authorize the connection when the Meta window opens.
  3. When Meta asks you to pick a WhatsApp Business Account, select the new account you just created.
  4. Continue as usual: enter the number, confirm the code by SMS or call, and finish.

If the new account fails too

  1. Make sure you actually picked the new account, not the old one.
  2. Read the new error message: it may be a different issue, such as the number still being active in a WhatsApp app or with another provider.
  3. Confirm you're using the right connection path (new number, existing WhatsApp Business app, or migration from another provider).
  4. Retry the phone number verification.

Tips

  • If you're not sure which payment method is attached to the old account, check Meta's payment settings before deciding.
  • If the same number was connected with another provider before, always use a new WhatsApp Business Account to connect it to Elooo System.
  • Which path to choose: you want to keep using the app on your phone → connect the existing WhatsApp Business app; you're coming from another provider → use migration; new or unused number → create a new account.

Common problems

  • It says "last onboarding failed" with an account identifier → The WhatsApp Business Account is already connected to another Elooo System account. Disconnect it there and run the connection again in the right account. Don't create another WhatsApp Business Account because of this.
  • The new account gives a "number already registered" error → The number is still active in a WhatsApp app or with another provider. Free it up first and try again.
  • I can't find the option to create an account in Meta → You need to be an admin of the business portfolio. Ask whoever manages the company in Meta for that access.
  • It still fails after all of this → Write down the number with country code, the WhatsApp Business Account ID, the exact error message, a screenshot, the time of the attempt, and the connection path you used, and send it to Elooo System support.

Frequently asked questions

Do I need a new phone number?

Not necessarily. Creating a new WhatsApp Business Account doesn't force you to change numbers, as long as the number isn't active somewhere else.

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