# SAC 360º - Problems Sending Messages After Changing the WhatsApp Account

In cases of account blocking or number change, it may be necessary to replace the WhatsApp account connected to SprintHub.

After this change, when trying to continue the conversation with the Lead in the **360º Customer Service**, the message may appear:

> **“Account not found”**

This happens because the previous service is linked to the former account, which is no longer active.

To continue contacting the Lead, it will be necessary to start a **new conversation using the newly connected account**.

<figure><img src="https://lh7-us.googleusercontent.com/docsz/AD_4nXfiFWcjg1zGCKGRqSieD5DIraw--kvs7ybjZ6aZY0JGpiESfbUTDMR-_WcPJO1Mf-JMzw6l2_erbcRPkCursz58yiyUmrUAU4-oIWfI9s6-nYK4yB_s3hVlCj3kg7VePg5c9-zlqHdtcR3eK93UDDPsgOc?key=3ZZFqGHfSOmEBroovpk-Hw" alt=""><figcaption></figcaption></figure>

***

### How to resolve

There are two ways to start the new service:

* Directly through the **360º Customer Service**
* Accessing the registration of the **Lead**

#### Step by step

1. In the service that is already in progress, click to **create a new service**.
2. Select the **new WhatsApp account**.

   > Note: it may take a few minutes for the new account to appear available for selection.
3. After selecting, the system will automatically redirect and start the new service with the Lead.

Done. From that moment on, it will be possible to send messages normally (text, quick replies, templates, etc.).

Check the complete step-by-step in the video below:

{% embed url="<https://www.youtube.com/watch?v=UFUa8n1GJjs>" %}


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