I can't verify my account. What can I do?
Updated 23 October 2026
The Short Answer
A licensed agent verifies under Account Settings → Verification in one of two ways: the email you sign in with matches your CEA record, or the WhatsApp number you link matches your CEA mobile. A Gmail address works if it is the one CEA has, and so does a WhatsApp Business number. Stuck? Contact support on WhatsApp.
Both checks compare you with your own CEA record, so the fix is nearly always to use the email or mobile CEA already has for you.
What are the ways to verify?
Open Account Settings → Verification. It offers two cards: Verify as an Agent and Verify as an Agency Staff.
| Route | What has to match | What you are verified as |
|---|---|---|
| Verify by Email | The email you sign in with = the email on your CEA record | Agent |
| Verify by WhatsApp | The WhatsApp number you link = the mobile on your CEA record | Agent |
| Verify My Agency Email | Your email is at an agency PropKaki recognises | Agency staff |
For either agent route, type your CEA licence no. first. When the register finds it, your name comes back under the box with Now verify your identity by WhatsApp or email below. If the register has no email or no mobile for your licence, that button is greyed out and says so when you point at it.
My email is a Gmail address. Can I still verify?
Yes, if it is the address CEA has for you. PropKaki does not care what kind of address it is, only that it is the same one.
If they differ, Verify by Email answers Your account email doesn't match the one on record, with the record's address partly hidden so you can recognise it. Then you have two ways forward:
- Sign in with the address CEA has (see Change the email on your account), and press Verify by Email again.
- Or press Verify by WhatsApp and use your mobile instead — the next section.
A personal Gmail address will not get you through the agency-staff route: it reads This isn't a domain we currently recognise as an agency.
I use WhatsApp Business. Does the WhatsApp route work?
Yes. PropKaki checks the number the code comes from, not which WhatsApp app sent it. Use the app that runs on the mobile on your CEA record.
- In Account Settings → Verification, enter your licence and press Verify by WhatsApp.
- Press Link WhatsApp, then Open WhatsApp & send code. WhatsApp opens with your code already typed — send it from the phone with your CEA mobile.
- Press I've sent it. The code lasts 15 minutes.
When the number matches, you are verified without pressing anything else. The linked number also becomes a way to sign in to PropKaki.
If it answers Your linked WhatsApp doesn't match the number on record, the number you sent from is not your CEA mobile. Unlink it under Account Settings → Account, then send a new code from the right phone.
Should I use the agency email route instead?
Only if you do not hold a licence yourself. Verify My Agency Email files you as agency staff: you get the Inbox, Prospecting and the leads tools, but not the Verified badge, a listing in the agent directory, your own website, or connecting your own WhatsApp number to PropKaki.
The cards say so: For Agents includes the Leads Qualification Assistant, and For Agency Staff does not.
One exception works in your favour. If your agency address is the email on your own CEA record, that route recognises you and files you as an agent anyway.
What do the other messages mean?
| What you see | What it means |
|---|---|
| That doesn't look like a CEA licence number — check it. | The format is off — it reads like R012345A |
| Not found in the CEA register — check the number. | A well-formed licence the register does not hold |
| The register has no value on record for this channel. | CEA has no email (or no mobile) for you — use the other button |
| That address is on more than one CEA record… | PropKaki will not guess which is you — the team verifies you by hand |
| This licence already opens a PropKaki account. | Your licence is verified on another account — sign in to that one |
If your email or mobile on the CEA register is out of date, CEA has to change it — see My licence details are wrong.
How do I reach a person if none of this works?
Two ways, both to the PropKaki team on WhatsApp:
- On the Verification tab, press Contact support on WhatsApp. It sits under the agency-staff route, beside Agency doesn't issue work emails, or yours isn't working?, and the team verifies you by hand.
- Open the help button in the corner, go to Messages and ask. If the answer is not in the help articles, it offers Ask the team on WhatsApp — A person replies, usually within the day.
Say your licence number and which button stopped you. That is what the team needs to finish it.