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• Avoid using outdated versions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