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Solutions for Message Decryption Failure

When you encounter message decryption failure, it's usually due to these reasons:

  1. Local decryption key is corrupted or lost
  2. Abnormal key synchronization status between devices

Solution Steps​

Solution 1: Log Analysis​

To help us accurately locate the problem:

  1. Upload application logs
  2. Copy the link of the failed decryption message
  3. Report the decryption failure information to our technical support in "Settings > Help & Support"

Solution 2: Re-sync Device​

If you have other devices that can access messages normally:

  1. Log out of the current device
  2. Use the working device to scan and log in again
  3. Wait for message re-synchronization to complete

Solution 3: Request Re-sync from Other Party​

If the other party can see messages you can't decrypt:

  1. Delete the conversation on your end
  2. Ask the other party to perform message synchronization (in your profile page menu)
  3. Wait for new sync messages to arrive

Preventive Measures​

To avoid similar situations, we recommend:

  • Avoid using outdated versions
  • Create a Paper Key