Moving an account to another portfolio

Moving an account to another portfolio · Help

If you connected an account to the wrong portfolio, or you decided to separate accounts as the business grew, you do not have to disconnect and reconnect: an account can be moved, with all its data, into another portfolio you own. The Move to another portfolio screen does that and shows you box by box what will change first. This guide covers the whole screen.

⚠️ Only the portfolio owner sees this screen, and the move works only when you own both portfolios. You cannot move an account into someone else's portfolio; admins, editors, agents and viewers never see this item in the menu. You also need two-step verification or a passkey enabled on your user account.

What it is for

A move changes the account's portfolio bond. The account itself — its Instagram connection, contacts, conversations, automations — stays exactly as it is; only which portfolio holds it changes. The connection is not broken, messages don't stop, automations don't pause.

It is most often used in two situations:

Connected to the wrong place. You opened two portfolios for two brands but connected the second brand's Instagram to the first portfolio by mistake.
Rescuing from deletion. You scheduled a portfolio for deletion but want to keep one account inside it. This is the only account setting that stays open in a locked portfolio; moving the account to another portfolio of yours saves it.

How to reach the screen

Make sure the account you want to move is open.
Click Settings in the left menu.
Pick Move to another portfolio under the This account group.

The Move button on each row of Portfolio settings › Accounts leads to the same screen.

Picking the target portfolio

The first box on the screen. The Target portfolio dropdown lists only portfolios you own; portfolios you are merely a team member of are not there.

If a portfolio cannot take an account, a short note sits next to its name:

to be deleted — that portfolio is scheduled for deletion; no account can be moved into it.
account limit reached — that portfolio has hit your plan's per-portfolio account limit.
this channel is off — the account's channel type (Instagram or WhatsApp) is disabled in that portfolio.

Pick a blocked portfolio and the screen does not perform the move; it states the exact reason instead. In the "account limit reached" case it also offers a link to upgrade your plan.

💡 If you own no other portfolio, the screen says "You have no other portfolio to move this account to. Create a new portfolio first." and shows a New portfolio link.

What will move

This box is visible even before you pick a target. It lists the counts of records that travel with the account:

Contacts
Conversations
Automations
Media files
Saved replies
Segments
Global rules
Sequences

The note under the box gives you a guarantee: "All of these records move with the account; none of them is deleted." A move is not a data-loss operation.

The preview that appears after you pick a target

Pick an unblocked target and the screen shows the consequences in four boxes. These boxes describe the only risky part of a move: data doesn't change, access and selections do.

Team and assignments

If the two portfolios have different teams you see two lists here:

People who will lose access to the account — in the source portfolio's team but not the target's. After the move they cannot see this account.
People who will gain access to the account — in the target's team but not the source's. After the move they can open it.

If the teams are identical the box says so in one line: "The two portfolios have the same team; nobody's access changes."

Underneath, it says what happens to assignments. If a conversation is assigned to someone who is not in the target portfolio's team, that assignment is cleared. You see how many conversations are affected; the open ones are redistributed according to the target portfolio's conversation assignment rules (and stay unassigned if the rule is off).

Steps that assign to someone outside the target team

If an automation or a global rule has a step saying "assign the conversation to this person" and that person is not in the target portfolio's team, it is listed here. Each row names the automation or rule and links straight to its editor.

The warning is clear: after the move those assignments do not happen. The flow runs, but the assignment step passes empty. Edit those steps before the move and pick someone from the target team.

AI keys

AI keys belong to the portfolio. If a key was picked specifically for this account, it does not move; the names of the keys that will be dropped are listed.

After the move one of two things happens:

If the target portfolio has a key open to all accounts, the account uses that.
If the target has no suitable key, the account's AI steps use your plan's AI credit.

For the full key logic see the AI keys guide.

Connections

The same rule applies to external service connections. Connections picked specifically for this account do not move; their names are listed.

After the move the target portfolio's all-accounts connections are used. If the target has none, the screen says so explicitly: "The target portfolio has no connection open to all accounts; this account's outbound request steps will find no connection." That warning exists so your flows don't break silently. See Connections.

Confirming the move

The last box is called Confirm the move. Its note: "The move happens immediately; the account's connection stays as it is."

To confirm, you verify your identity. Whichever method is enabled on your user account is offered:

With a passkey, a Move with passkey button appears; you confirm with your device lock.
With two-step verification, you type the code and press Move account.

Press the button and the panel asks once more: "Move the account with all its data to the portfolio …?" Confirm and the move happens immediately.

⚠️ With no security method enabled, the screen does not allow the move and sends you to the Security screen. A move is also unavailable while our support team is viewing the panel as you.

When the source portfolio is scheduled for deletion

In that case a rescue note appears at the very top: "This portfolio is scheduled for deletion. You can save this account by moving it to another portfolio of yours."

In a locked portfolio no other account setting remains in the menu; try to open another page and you land on the lock screen. The move is deliberately kept open as a rescue route.

Common mistakes

Trying to move into someone else's portfolio. The list only shows portfolios you own; a portfolio you are a member of cannot be the target.

Moving without fixing assignment steps. The flow runs but conversations reach nobody. Use the links in the preview to edit those steps.

Skipping the key and connection warnings. After the move, AI steps and outbound request steps may find no source.

Mistaking a move for a disconnect. The connection stays as it is; you don't have to touch anything on Meta's side.

Moving without reading the team difference. The agent who handled the account yesterday may not see it today. Read both lists in the preview.

If you want to delete the account instead of moving it, see the Deleting an account guide. For the account list and your allowance see Portfolio accounts, and for deleting a portfolio see Deleting a portfolio.