Message capture by Zapper starts as soon as the QR Code is scanned using the connected device. However, in some situations, it might seem like messages are not being captured properly. Before contacting Support, follow the steps below to understand and verify what might be happening.
🕐 Are you a new client? Please wait up to 24 hours
If you’ve just connected to Zapper, it’s normal for the message synchronization to take up to 24 hours to complete. This happens because the data needs to be processed by the system.
✅ Checks for already connected clients
If your account has been active for some time, follow this checklist:
1. Was the Agent connected to Zapper during the message exchange?
If not, please reconnect and wait for the system to retrieve the interaction. In some cases, it may not be possible to recover the message. In such cases, messages exchanged before the connection are not retroactive.
2. Do the messages appear on WhatsApp Web?
Zapper mirrors the messages displayed on WhatsApp Web. If the message does not appear there, it will also not be recorded by Zapper.
💡 You can help by sending a screenshot of WhatsApp Web showing the conversation.
3. Has it been more than 24 hours?
If no messages appear after 24 hours, it’s important to review the connection to Zapper and perform a new QR Code scan. Synchronization may take anywhere from a few minutes to a few hours.
You can check how to properly connect your Agents with Zapper in our Agents Article.
⚠️ Attention: Messages with specific contacts are missing?
If you’re searching for an old number (registered on WhatsApp before the addition of the 9-digit rule in Brazil), it might not return results. This is common with area codes outside São Paulo (e.g., 11, 12, 13…). The reason is due to the fact that São Paulo was the first State to use the 9 in the beginning of a mobile phone number.
We recommend trying to find the interaction by removing the 9 from the contact number.
🔍 Still not seeing the messages?
Even after reconnecting, if the messages still don’t appear, more detailed support might be needed. In that case, prepare the following information to speed up the process:
Name of the Agent involved in the conversation.
Approximate date of the message exchange.
Contact number involved (preferably with the correct area code).
Confirmation that the message appears on WhatsApp Web.
If you’ve completed all these checks and the issue persists, please contact our Support team with the details above. We’re here to help!
🗨️ Need help? Our Support Team is ready to assist you:
In-app chat
Email: [email protected]
WhatsApp: Zapper Support WhatsApp