This is an important update for Manychat users with UK phone numbers purchased through Manychat.
⚠️ Please note that Manychat will no longer service purchased numbers with the country code +44 (UK). This article is designed to guide those affected by these changes. If you are directly impacted, our team will contact you with specific details via email. Should you have any questions or need to provide your Twilio account information, please follow the contact instructions in the email you received from us.
What is happening?
Your UK number obtained through Manychat will become inactive on 30 September, 2024 and will no longer work with WhatsApp. Below are detailed instructions on how to proceed.
Why now?
The UK regulator has issued updated Know Your Customer (KYC) guidelines that Twilio will be implementing in 2024. Effective September 30, 2024, all new and existing UK Long Codes, including local, national, mobile, and toll-free phone numbers, must be associated with an approved UK Regulatory Compliance (RC) bundle to enable messaging and voice calling functionalities. Source: Know Your Customer (KYC) in the United Kingdom.
How to maintain compliance and functionality
From this date forward, your UK number purchased through Manychat will be inactive and cannot be used for the WhatsApp channel without appropriate actions. You have two options to maintain compliance and functionality:
- Move your WhatsApp number to Twilio and provide the necessary documents.
- Change your WhatsApp phone number and link a new one.
Option 1: Move your WhatsApp number to Twilio and provide the necessary documents
To continue using your current number directly through Twilio, you need to register your account with Twilio and provide us with your Account ID. Follow the instructions below to find your Account ID and complete the request form you received in the email and in-app announcement from Manychat.
Here’s how to find your Account SID (Account ID) on Twilio:
- Log in to Twilio: Visit the Twilio website and log in with your credentials, or sign up if you do not have an account.
- Create an account: Click the Sign up button. You will be prompted to enter your personal information, including your name, email address, and password:
- Verify your email: After submitting your details, Twilio will send a verification email. Click on the link in that email to activate your account.
- Complete the setup: Once your email is verified, log in to your account and complete the setup process. This may include verifying your phone number and answering a few questions about how you plan to use Twilio:
- Access the console dashboard: After logging in or signing up, navigate to the Twilio Console Dashboard to manage your account:
- Locate your Account SID:
- Copy the Account SID.
Ensure you are accessing the correct project dashboard to retrieve the appropriate Account SID if managing multiple projects.
To initiate the transfer of your number, share your Account ID with the Manychat Team. You will find the link to the request form in the email you received from Manychat about the upcoming changes, as well as in the pop-up message in your account.
After you provide us with your Account ID, we will create a ticket with Twilio and include you in the communication. You will need to confirm the transfer by messaging Twilio support. Please note that the number cannot be transferred to your Twilio account unless you complete this confirmation.
Important: When transferring your number to Twilio, please be aware that you will need to provide compliance documents directly to Twilio as soon as the transfer is complete. It is essential for activating your service. We recommend preparing these documents in advance to ensure a smooth transition.
If you have any questions about the compliance documents you need to provide, please reach out to Twilio support for assistance.
Option 2: Change your WhatsApp phone number and link a new one to Manychat
Another option is to replace your current WhatsApp number with a new one linked through Manychat. Your existing contact base will remain intact within your account, allowing you to reach out to them without requiring additional consent. You can use Message Templates to inform them of the change.
If you select this option and experience no technical issues, there is no need to reach out to us regarding this matter.
To obtain a new number, you have several options:
- Buy a new SIM card (please note that if you decide to purchase a UK number, you will also have to provide compliance documents to a new provider).
- Acquire a new number through Manychat with another country code.
- Purchase a new number through online services like Twilio (please note that if you decide to purchase a UK number, you will also have to provide compliance documents).
Here are the steps to change your WhatsApp number and link a new one to Manychat:
- Remove your current WhatsApp number by navigating to Settings > WhatsApp > press Remove:
If you choose to acquire a number from Twilio, please follow these instructions:
Purchase a new number:
Get a new number through Manychat by navigating to Settings > WhatsApp:
Or purchase a new number through online services like Twilio (please note that if you decide to purchase a UK number, you will also have to provide compliance documents)
Here’s how to buy a Twilio number:
- Register on Twilio by visiting the Twilio website.
- Create an account: Click the Sign up button. You will be prompted to enter your personal information, including your name, email address, and password:
- Verify your email: After submitting your details, Twilio will send a verification email. Click on the link in that email to activate your account.
- Complete the setup: Once your email is verified, log in to your account and complete the setup process. This may include verifying your phone number and answering a few questions about how you plan to use Twilio:
- Go to the ‘Phone Numbers’ section: In the Twilio Console, find the 'Phone Numbers' menu and select 'Manage' followed by 'Buy a Number'.
- Choose your preferences: You can filter numbers by country, capabilities (such as SMS, MMS, Voice), and number type (local, mobile, or toll-free).
- Select a number: Browse through the available numbers. Once you find a number that suits your needs, click ‘Buy’ to add it to your account.
- Confirm your purchase: Review the pricing and terms, then confirm your purchase. The number will be added to your account immediately and is ready to use.
After securing a new number, you can integrate it with your Manychat account. Follow the instructions in our guide to connect your WhatsApp number to Manychat successfully: How to check if your WhatsApp account is ready to use.
Once your account is set up and verified by Meta, you can create a Message Template to inform your users about your new number. Navigate to Settings → WhatsApp → Message Templates and click on + Message Template. This option is available only to users with Editor and Admin roles. Complete the necessary fields and submit your template for approval. After it is approved, you'll be able to send messages beyond the 24-hour limit.
For additional details, please refer to the article How to send Message Templates outside the 24-hour window.
By following these steps, you can ensure continuous compliance and operation of your communication channels under the new UK KYC guidelines, allowing you to continue using Manychat for your automation needs.
🛟 If you have any questions or need assistance, please follow the link to the Phone Number Migration form in the email you received.
FAQs
What is happening?
Every UK phone number must comply with the new requirements set by the UK government to keep sending messages and making calls. If you don't meet these requirements, your current UK number will no longer work on WhatsApp.
Why is this happening?
The UK regulator has issued updated Know Your Customer (KYC) guidelines. Effective September 30, 2024, all new and existing UK Long Codes, including local, national, mobile, and toll-free phone numbers, must be associated with an approved UK Regulatory Compliance (RC) bundle to enable messaging and voice calling functionalities. Source: Know Your Customer (KYC) in the United Kingdom
When is this happening?
September 30, 2024
Can I still obtain a UK number from Manychat?
No, it is not possible to obtain a new UK number from Manychat.
I already have a UK number provided by Manychat; what should I do?
You have two options to maintain compliance and functionality:
- Move your WhatsApp number to Twilio and provide the necessary documents.
- Change your WhatsApp phone number and link a new one.
What happens to my contact list and approved Message Templates?
- If you move your WhatsApp number to Twilio and provide the required documents, your contact list and all approved Message Templates will stay in your account afterward.
- If you change your WhatsApp phone number and link a new one, your contact list will remain in your account. However, you will no longer be able to use the Message Templates associated with the previous number.
Is it possible for me to retrieve my number after September 30th if I fail to submit my documents on time?
Unfortunately, you will not be able to retrieve your number after September 30th if you fail to submit documents on time.
Can I transfer my number to a different service (not Manychat) after September 30th without submitting any documents?
Transferring your number to a different service after September 30th without submitting the necessary compliance documents will not be possible. All services operating within the UK will need to adhere to these regulatory requirements, which means documentation and compliance will be mandatory regardless of the provider.