FAQs

The date format in the Capture Mobile app follows your device's regional settings. To change the format, update the date and time settings on your mobile device to the preferred regional format. The app reflects the updated format automatically.

[WRITER NOTE: clarify with engineering — question raised by Adam Bushen on 21 May 2026. Customer wants to add and ingest messages from WeCom, SMS, and/or WhatsApp under a single user name and email address. Confirm whether multi-channel provisioning per user is supported and any setup requirements before publishing this answer.]

When you transition from TM Android Archiver to Capture Mobile Android Capture, you must re-enroll your device in the new application. Existing archived messages are not migrated automatically — historical data remains in the legacy system. Contact Smarsh Support to coordinate the migration and ensure there is no gap in your capture coverage during the transition.

During WeCom onboarding, messages are routed through the WeCom API to Smarsh's capture infrastructure before being archived. The WeCom admin must authorize the Smarsh integration within the WeCom Enterprise console. After authorization, messages are captured in near real-time. Ensure the integration permissions are configured correctly and that the WeCom admin account has the necessary API access rights.

Retroactive capture of historical WeCom chat data depends on WeCom's API capabilities and the data retention settings configured within your WeCom environment. Smarsh can only capture data that the WeCom API makes available. Contact Smarsh Support to discuss the feasibility of historical data retrieval for your specific setup.

Yes, Capture Mobile supports delivery monitoring. You can configure alerts to notify designated administrators when a delivery failure is detected. To set up delivery failure notifications, work with your Smarsh administrator to configure the alerting settings in the Admin Portal. Contact Smarsh Support if you need help setting up or adjusting alert thresholds.

[WRITER NOTE: question raised by Eileen Leyva on 2 Jun 2026 (401K Generation, SA-12570). The customer is asking for client-facing guidance on how to use Capture Mobile, what reports are available, and what data is archived per user. Confirm available reporting options and archived data fields before publishing, and link to any existing end-user guide if available.]

Telegram enforces number bans or freezes directly, and these actions are outside of Smarsh's control. If your enterprise number has been banned or frozen, do not attempt to re-register the same number immediately, as this may result in a permanent ban. Contact Smarsh Support to report the issue and discuss options for provisioning a replacement number. Smarsh will coordinate with the relevant parties to restore capture capability as quickly as possible.

A Telegram paywall blocking authentication is typically related to Telegram's account verification or subscription requirements for business and enterprise use. Contact Smarsh Support with details of the error message you are seeing. Smarsh will investigate and provide guidance on resolving the authentication block, which may involve account re-verification or coordination with Telegram's enterprise support.

When you install or reinstall the app and sign in, the app retrieves your messages from the last two months from the server so that you do not lose your conversation history. For more information, see Restoring Your Message History After Reinstall.

The app retrieves messages from the last two months. Messages older than two months are not restored to the app.

The screen is displayed while the app retrieves your message history from the server. Keep the app in the foreground until the progress bar completes. The time taken depends on the size of your message history, and a large history can take more than 20 minutes.

Synchronization resumes from where it stopped the next time you open the app. The progress bar restarts from the beginning of the display, but the messages that were already retrieved are not synchronized again. If the network connection is lost, the app opens to the chat list and continues synchronizing in the background when a connection is available.

Chats that you cleared or deleted before uninstalling the app are not restored. Broadcast channels and broadcast messages are also not restored.

No. Messages that are restored during synchronization are not sent to your organization's archive again, so no duplicate items are created.