WhatsApp Number Mismatch

  • Published on Jul 31, 2025
  • 1 minute(s) read
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Applicable to End Users

The WhatsApp Cloud Capture service is connected to the mobile number that is registered on the Capture Mobile platform. When a "WhatsApp Number Mismatch" alert is triggered the last three digits of the following numbers are displayed:

  • The number with which you are trying to register on WhatsApp Cloud Capture.

  • The number that is registered to your account on the Capture Mobile platform.

Scenario 1: The last three digits of the two numbers are different.

This scenario can occur when your account is registered with an enterprise account on the Capture Mobile platform. While, you are signing in to WhatsApp with a different number.

To overcome this issue:

  1. Sign in to WhatsApp or WhatsApp Business with the enterprise number allocated by Smarsh. This number is present in the Welcome email sent to you by Smarsh.

  2. Refresh the webpage displaying the QR code.

  3. Scan the QR code.

Scenario 2: The last three digits of the two numbers are the same.

This scenario can occur when you are connecting to WhatsApp Cloud Capture with a Mexican or Argentinian country code. WhatsApp or WhatsApp Business automatically add additional digits to the area code of these regions.

  • Mexico (country code 52): Adds 1 after +52. For example +52 XXX XXX XXX is updated to +521 XXX XXX XXX

  • Argentina (country code 54): Adds 9 after +54 and removes the 15 prefixes. For example +54 15 XXX XXX XXX is updated to +549 XXX XXX XXX