Why can PropKaki not match my CEA licence?
Updated 12 October 2026
The Short Answer
PropKaki matches you against your own CEA record, so it fails when your sign-in email or your linked WhatsApp is not the email or mobile CEA has. It also stops on a mistyped licence, a record with no email or mobile, an address on two records, or a licence already on another account. Each shows its own message.
Read the message under the buttons on the Verification tab: each of the six below has its own wording.
Is your sign-in email the one on your CEA record?
This is the most common one. Verify by Email compares the email you sign in with against the email on your CEA record, and says Your account email doesn't match the one on record with the record's address partly hidden.
Fix: sign in with that address (see Change the email on your account), or press Verify by WhatsApp instead. A Gmail address is fine if it is the one CEA has.
Is the WhatsApp you linked your CEA mobile?
- Link your WhatsApp below first — then we match it against the record. — no number is linked yet. Press Link WhatsApp, then Open WhatsApp & send code.
- Your linked WhatsApp doesn't match the number on record — the code came from another number. Unlink it under Account Settings → Account, then send a new code from the phone with your CEA mobile.
WhatsApp Business works the same as personal WhatsApp: the check is the number.
Does CEA have an email or mobile for you at all?
A button is greyed out when the register has nothing for it — point at it and it says No email on record for this licence or No mobile on record for this licence. Pressed anyway, it answers The register has no value on record for this channel.
Use the other button. If CEA holds neither, or holds an old one, the register has to change first — see My licence details are wrong.
Is the licence number right?
The verdict appears under the CEA licence no. box as you type:
- 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. — the format is fine but the register does not hold it, for example a lapsed licence.
When it is right, your name and agency come back under the box.
Is your address on more than one CEA record?
- That address is on more than one CEA record, so we can't tell which is yours. — a shared team inbox does this. The team verifies you by hand: press Contact support on WhatsApp on the Verification tab, or Ask the team on WhatsApp from the help button in the corner.
- Your account email is on a different licence's CEA record than the one you've entered. — verify the licence you entered using its own email or mobile, or clear the box to verify as the licence your email matches.
Is your licence already on another account?
This licence already opens a PropKaki account. Sign in to that account to use it.
A licence can be verified on one PropKaki account at a time, and PropKaki will not say which account holds it. Sign in to that account and carry on there. If you do not recognise it, use Contact support on WhatsApp and the team will sort it out with you.