Applicable to End Users on Android and iOS Devices
WhatsApp Phone Capture and WhatsApp Cloud Capture captures communication data from the following applications when synchronized:
WhatsApp mobile application
WhatsApp Phone Capture
Regular WhatsApp and WhatsApp Business for WhatsApp Cloud Capture
WhatsApp web
WhatsApp desktop
Occasionally, messages may not sync between the mobile application and the web session. This topic explains the common reasons why messages fail to sync and provides possible workarounds, if available.
Issue | Issue Observed In | Possible Causes | Workaround |
|---|---|---|---|
Messages sent on the web session do not sync with the mobile app. |
| Mobile Connectivity Issues Internet connectivity issues on a mobile device can lead to delays in syncing messages sent from a web session. | Ensure that your phone has a stable internet connection (Wi-Fi or mobile data). |
Browser Cache or Cookie Issues An outdated browser cache or cookies can cause delays in message synchronization on the mobile device. | Clear your browser's cache and cookies to resolve this issue. | ||
WhatsApp Web Disconnection The WhatsApp web session may disconnect from the mobile device due to inactivity or poor internet connection. | Refresh the browser and unlock the mobile device to ensure the web session is connected to the mobile device. | ||
Background Data Restriction on Mobile Background data restrictions enabled by WhatsApp Phone Capture, locally or through MDM, can cause delays in message synchronization. | Ensure that WhatsApp Phone Capture has the required permissions to operate in the background. For more information, see Allowing Background Data and Battery Optimization. | ||
WhatsApp Web Server Issues On rare occasions, WhatsApp's servers may be down or experiencing technical difficulties, which can impact the functionality of the web version. | Check if others are reporting similar issues. You can also check WhatsApp's status page. | ||
Version Mismatch (for WhatsApp Phone Archiver only) Using an outdated version of WhatsApp Phone Capture on your mobile or web browser can cause delays in message synchronization. | Ensure that the app on your mobile device and web browser are updated to the latest baseline version. | ||
You can also refer to the following articles for more information about how to sync messages between WhatsApp web and the mobile app: | |||
Broadcast messages sent on the mobile app do not appear in the web session. | WhatsApp Phone Capture | Broadcasts Work Differently on WhatsApp Web WhatsApp broadcasts are designed to send messages individually to recipients, creating the appearance of a personal one-on-one conversation with each. However, these messages might not always appear in WhatsApp Web as they do in the mobile app because WhatsApp Web has limitations on displaying broadcast lists and their associated messages. | |
Broadcast List Not Synced Properly If the broadcast list is not fully synchronized, or if the recipients in the list are offline, you might not see the messages on WhatsApp Web. | Ensure the list is active and recipients are online. | ||
Recipient Privacy Settings Recipients who haven't added the sender's number to their contacts may not receive the broadcast message. If the sender is not in the recipient's contacts list, the broadcast message is not delivered. | Ensure that all broadcast recipients have added the sender as a contact. | ||
Software Updates If the recipients are using an outdated version of WhatsApp, either the mobile app or the browser version, synchronizing broadcast messages may fail. | Ensure both the app and the browser are up-to-date. | ||