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Msg91 Help Doc
MSG91 Common FAQ's

MSG91 Common FAQ's

  1. Why i’m seeing a different number when receiving calls from Hello ?

    Please note that if an International phone number is chosen as the caller ID it's normal for a different number to appear when calling an Indian number from an international Number.


  2. How to get JWT token in the OTP widget?

    You will receive the JWT token when a success response is triggered. It will be available in the console.log. You can ask your developer to check the browser console to capture the token during the OTP widget's execution.

  3. We are unable to open video files on Android devices however it’s working fine in iOS devices when sent as a header component via Whatsapp template ?

    The issue appears to be specific to the WhatsApp Android application, We recommend converting the video using a trusted video converter to ensure compatibility. Specifically:

    • Use a 720p resolution or lower

    • Use standard codecs like H.264 for video and AAC for audio

    • Ensure the final file size is within 10MB

    • Test the video as a sample template on both Android and iOS before sending it in bulk

  4. How many template versions that I can add within an email template ?

    You can add maximum up to 25 versions within the same email template however can only use one at a time (which is marked active).