The WeCom Archiver uses a Tencent-issued authorisation token to capture and deliver messages to Smarsh. This token must be renewed periodically. Renewal is independent of your Smarsh subscription — even if your contract is active, the Tencent authorisation must be renewed separately.
How to Identify an Expiry Notification
You receive an in-app notification in the WeCom Admin Console, or an email from Tencent.
The notification states the date when archiving will stop.
Your Smarsh daily WeCom Users Status Report may show users as not archiving.
What Happens If You Do Not Renew
Archiving stops on the expiry date. Messages sent after expiry are not captured until the authorisation is renewed. There is no backfill of messages missed during the gap. Renew as soon as you receive the notification.
How to Renew the Authorisation
Log in to the WeCom Admin Console at work.weixin.qq.com.
Go to Application Management > Third-Party Apps.
Locate the Smarsh or TeleMessage archiving application.
Select Renew or Reauthorise. If this option is not visible, the app may need to be re-added — see step 5.
If re-adding is required: scan the Smarsh provisioning QR code using the WeCom Admin mobile app. Contact your Smarsh Customer Success Manager to obtain the current QR code.
Complete the authorisation by following the on-screen prompts.
Confirm the authorisation status shows as Active in the WeCom Admin Console.
Raise a Smarsh support ticket to confirm that archiving has resumed.
If the Status Shows Expired But Your Contract Is Valid
This is a Tencent-side token expiry, not a Smarsh contract issue. Raise a Smarsh support ticket with your account name and expiry date. Smarsh will confirm whether a backend re-link is required in addition to the in-app renewal.
How Often Is Renewal Required?
WeCom authorisation tokens typically require renewal annually. Smarsh recommends checking the WeCom Admin Console 30 days before the expected renewal date each year.