Signing in with WeCom App on New Phone

  • Updated on Aug 23, 2025
  • Published on Jul 11, 2025
  • 3 minute(s) read
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This topic covers the process for setting up WeCom on a new device.

Installing WeCom on a new device requires a verification process. The steps vary depending on your company type and verification options. For verifying accounts, see Verifying User Accounts.

After logging in with your phone number and entering the activation code, you'll be presented with two verification options:

Option 1: Scanning a QR Code

If you still have your old phone with the WeCom app signed in:

  1. Click Other Devices on your new phone.

    A QR code is displayed:

  2. Open the WeCom app on your old phone and scan the QR code displayed on your new phone.

  3. Click Confirm.

    Your contacts and chat history will sync to your new phone.

Option 2: Asking Colleagues to Verify

If you don't have your old phone or the app is signed out:

  1. Choose Ask Colleagues to Verify Your Account.

  2. Request three colleagues to send you a 4-digit verification code through the WeCom app.

    Once you receive all three codes, the verification process is complete.

Sharing Further Information with Smarsh

This information will help Smarsh assist you with your WeCom account verification issue. Close the app and email the following details to support@telemessage.com:

  • Login Locations: List the last three cities you logged in to WeCom from (within the past 3 months, in chronological order if possible). If you only logged in from one location, mention that city.

  • Device Information: Specify your current phone model. State your phone's operating system version (found in Settings > About or Settings > General > About)

  • Company Details: Provide the name, alias (if any), and ID of the company you used to log in to WeCom. If you created your own company, list the details entered during setup.
     

  • WeChat Account Information: If your WeCom account is linked to your WeChat account, include your WeChat ID and a screenshot of your WeChat profile (found by tapping on Me in the WeChat app).

  • WeCom Registration Phone Number: Mention the phone number you used to register your WeCom account.

  • Verification Issue Description: Clearly explain why you cannot verify your account. For example, Installed WeCom, logged in successfully, then uninstalled. After reinstalling, WeCom asks me to scan with the old device. The device hasn't changed; there is no old device.

  • Verification Screen Screenshot: Attach a screenshot of the screen where you encounter the verification issue.

  • Your Full Name: Include your full name for reference.

Smarsh will handle further communication with WeCom. They might contact you if they need more information or when the registration process can proceed.

Unsuccessful Verification

If the verification methods prompted by the system do not work, provide the following information for supplementary verification:

  • Enterprise Information: Provide the address book name, alias (if any), and enterprise name of one of your enterprises.

  • WeChat Information: Share a screenshot of your WeChat ID information linked to your WeCom account, including your nickname and WeChat ID.

  • Account Ownership Proof: Provide your mobile phone number, WeChat information, and a screenshot of your management end account to verify account ownership. Include a screenshot of WeCom background > contacts > member details. Additionally, obtain a screenshot of the enterprise background information where your currently logged-in WeChat or mobile phone number is listed. Contact your previous enterprise head or superior for this. Also, provide a screenshot of the background information for the enterprise you need to join. Contact the person in charge who requires you to use WeChat or join the enterprise.

  • Verification Issue: Clearly state the reason for the failed verification (for example, lost old device, system reset, unable to receive verification code).

  • WeChat Identity Information: Click Personal WeChat > Me > Services > Wallet > Identity Information > Personal Information. Take a screenshot of this page.

  • Error Screen: Capture an accurate screenshot of the login error page.

  • Personal WeChat Real Name: Provide your personal WeChat real name.

  • Login Video: Record a video of yourself logging in using both WeChat authorization and mobile phone number.

  • Overseas Users: If you are an overseas user, provide a clear photo of a government-issued ID (passport, driver’s license, and Hong Kong/Macau/Taiwan permanent resident ID) showing your face and ID details.