Messages are encrypted

Problem

Instead of the message content the information “[This message could not be decrypted.]" is shown.

When opening the chat you see the following pop-up:

"Encrypted Chat

To read the content, you must request the access key. This must be transmitted by a conversation partner of this chat in the notification center."

Solution

Messages in conversations and #Channels of the type “encrypted” are end-to-end-encrypted. To view these messages you need a valid encryption key. If messages are shown as encrypted you need to request the key from another user. You can start a key request in the chat, which will be shown as a key request in the in-app notifications for your chat partner.

If the request is accepted, but messages are still being shown as encrypted please try to restart the application or refresh the the chat.

If this is still not successful, or the key request can not be sent, one of the chat members needs to reset their encryption password to generate a new key.

1. Please log out of your account and open the login page.

2. Fill in your email adress and your account passwort.

3. When asked to activate your device, select “Forgot encryption password”.

4. Select a new encryption password and confirm it.

When resetting your encryption password your chat partners will automatically receive a key request which will be shown in the notifications.
The key request will also be shown if they open your conversation.
Once the key request was accepted and you refresh the chat, messages will be regularly shown again.