Unable to connect WhatsApp Business Account - BSP registration error

Question

Unable to connect WhatsApp Business Account - BSP registration error

Jochen Deleu 0

I cannot connect my WhatsApp Business Account to Azure Communication Services due to a persistent BSP registration error.

ERROR MESSAGE:

"It appears that there is a malfunction with the shared WhatsApp Business Account in use. To rectify this situation, we kindly request that you verify the status of your WhatsApp Business Account. Please ensure that the account has not been previously registered with other Business Solution Providers (BSPs)."

TIMELINE:

Previously connected this number to an old Azure Communication Service
Disconnected the channel 4+ days ago
Completely deleted the old Azure Communication Service resource
Waited 4+ days for automatic deregistration
Removed "Microsoft Azure" as partner from Meta Business Settings today
Meta WhatsApp Manager shows NO active BSP connections (Chatberichtlinks tab is empty)
Phone status shows "Offline" in Meta
Contacted Meta support - they cannot help with BSP backend issues

VERIFICATION:

No BSP connections visible in Meta WhatsApp Manager
Microsoft Azure partner removed from Meta Business Settings
All previous Azure resources deleted
Display Name approved by Meta

REQUEST:

Please clear the BSP registration for this WhatsApp number in Azure/Meta's backend system, or force a fresh connection from Azure side. This appears to be a caching/synchronization issue between Meta and Azure systems.

Thank you for your assistance.

Golla Venkata Pavani 7,440 Reputation points Microsoft External Staff Moderator

2026-01-19T11:21:35.9133333+00:00
Hi @Jochen Deleu ,

Thank you for reaching us about the issue of connecting your WhatsApp Business Account to Azure Communication Services due to a BSP registration error.

When your WhatsApp phone number was connected to Azure Communication Services (ACS), Microsoft became the registered Business Solution Provider (BSP). Even after disconnecting the channel, deleting the ACS resource, removing Microsoft Azure as a partner in Meta Business Settings, and confirming no active BSPs in WhatsApp Manager ("Offline" status), Meta's backend can still show the number as locked/registered to Azure. This hidden backend state causes the error during new channel creation in ACS, as Azure validates against Meta's report.

Recommended Steps:

Quick Re-Check on Meta :
In Meta Business Manager > Business Settings > WhatsApp Accounts > [Your WABA] > Partners tab, and in WhatsApp Manager phone settings—confirm absolutely no Microsoft/Azure references. If clean, proceed.

Retry with a New ACS Resource :
Create a fresh Azure Communication Services resource and attempt to add the WhatsApp channel again (select existing WABA/number).

Release the Lock by Deleting on Meta Side:

If the issue continues, try the following:

In WhatsApp Manager, delete the specific phone number. This often clears the BSP lock without affecting your entire account.

If the problem still persists, you may need to delete the entire WhatsApp Business Account.

Important: Deleting the account is permanent. Any message templates, chat history, and API access associated with that number or account will be lost and cannot be easily recovered. You can create a new WhatsApp Business Account afterward if needed.

Escalate via Azure Support (for Backend Coordination):
If deletion isn't an option or doesn't resolve it:

Azure portal > Help + support > New support request.

Service: Communication Services > Issue: Advanced Messaging / WhatsApp > Connection/registration issues.

Include error message, phone number (E.164), WABA ID, timeline, screenshots of clean Meta status.

Request: Manual backend assistance to clear residual BSP lock and enable reconnection. Azure can escalate through their Meta partner channels.

Reference:
https://learn.microsoft.com/en-us/azure/communication-services/quickstarts/advanced-messaging/whatsapp/connect-whatsapp-business-account
Kindly let us know if the above comment helps or you need further assistance on this issue.

Please "upvote" if the information helped you. This will help us and others in the community as well.
Golla Venkata Pavani 7,440 Reputation points Microsoft External Staff Moderator

2026-01-21T08:53:59.5266667+00:00

Hi @Jochen Deleu ,

I'm just reaching out to see if your issue has been resolved or if you've had a chance to review my previous comment?

1 answer

Your answer

Golla Venkata Pavani 7,440 Reputation points Microsoft External Staff Moderator

2026-01-21T08:53:59.5266667+00:00

Hi @Jochen Deleu ,

I'm just reaching out to see if your issue has been resolved or if you've had a chance to review my previous comment?

Answer 1

It sounds like you're encountering a complex issue with connecting your WhatsApp Business Account to Azure Communication Services. Based on the information provided, here are some steps and considerations that might help you troubleshoot the BSP registration error:

Check WhatsApp Business Account Status: Ensure that your WhatsApp Business Account is not currently connected to any other Business Solution Providers (BSPs). Since you mentioned that Meta WhatsApp Manager shows no active BSP connections, this seems to be in order.
Wait for Deregistration: You mentioned waiting over 4 days for automatic deregistration. Sometimes, these processes can take longer, so if possible, wait a bit longer to see if the issue resolves itself.
Reconnect the Account: After ensuring that there are no active connections, try to reconnect your WhatsApp Business Account in the Azure portal. Make sure to follow the registration steps carefully.
Review Meta Business Verification: Since your display name is approved, ensure that your Meta Business account is fully verified, as this can sometimes affect connectivity.
Contact Support: If the problem persists, consider reaching out to Microsoft support specifically for Azure Communication Services, as they may have more insight into backend issues that could be causing this error.

Unfortunately, I cannot clear the BSP registration or force a connection from the Azure side, as this requires access to the backend systems of Azure and Meta, which is not within my capabilities.

References: