This topic lists frequently asked questions related to WeChat.
WeChat and WeCom Binding
Why am I asked to authorize through WeChat in WeCom?
Binding a WeChat account to WeCom is generally optional. However, if you use certain WeChat-related features or if additional identity verification is required, WeCom may prompt you to complete authorization through WeChat. For some overseas users, WeChat authorization may also be required as an additional real-name verification step if standard document verification is unsuccessful.
When is WeChat binding required?
The following features require binding your WeCom account to WeChat: joining group chats with WeChat users, sending or receiving red envelopes, using mini programs, migrating student groups (training institutions), and receiving WeChat friend requests in WeCom.
How do I bind my WeCom account with WeChat?
Download the WeChat app and register an account. In WeCom, go to Settings (gear icon) > Account & Security and tap to bind your WeChat account if it shows Unbound. In the WeChat app, go to Me > Pay and Services > Wallet > ID Info to complete real-name verification (passport recommended for overseas users). Sign out of WeCom, log in again, and select Continue with WeChat.
Archiving and Compliance
Are messages with external WeChat contacts archived?
Partially. Your outgoing messages to external WeChat contacts are always archived. The external contact's responses are archived only if they have not declined archiving. If they decline, you will receive a "refused for archiving" alert from Smarsh.
Note: WeCom users cannot join personal WeChat group chats — these are entirely separate platforms.
If messages are missing, confirm the user is correctly provisioned and raise a support ticket with the affected user's number and the date range of missing messages.
Are files uploaded to WeDrive captured and archived?
No. Files uploaded directly to WeDrive are not captured. Files shared as attachments within a WeCom chat message are captured.
To disable WeDrive: WeCom Admin Console > Application Management > WeDrive > Visible Range — exclude the relevant users or departments, or disable WeDrive entirely for the organisation.
Disabling WeDrive does not retroactively capture files already uploaded. Contact your Smarsh account team if you have concerns about historical WeDrive usage.
How are bulk-forwarded message packets captured?
WeCom allows users to select up to 100 messages and forward them as a grouped packet. This is captured as a single archive event. The content of the forwarded messages is included as a block in the archive record — each original message is not re-archived individually. The archive retains the sender, recipient, and timestamp of the forwarding action.
To audit a specific forwarded packet, raise a support ticket with the sender's number, recipient's number or group ID, and the approximate date and time of the forward.
Can messages be backfilled if users were accidentally removed from the archive plan?
In some cases, yes — subject to Tencent retaining the data for the gap period. To request a backfill, raise a Smarsh support ticket with the affected users' phone numbers, the exact start and end date and time of the gap, and confirmation that the users have been re-added to the archive plan. Report gaps promptly — ideally within 30 days. Backfill requests are best-effort and not guaranteed.
Admin and Configuration
How do I change the email or delivery address for WeCom transcripts?
This requires a Smarsh configuration change and cannot be done through self-service. Raise a support ticket with your account name, the current delivery address, the new delivery address, your requested change date (allow at least 5 business days), and whether you have more than one WeCom instance. After the change is applied, send a test message and verify it arrives at the new destination before decommissioning the old address.