Why was I notified that a message from a contact was not received?

  • Updated

If you receive this notification, the message was unable to be decrypted. Please reset the session on your device and ask your contact to resend the message, as the message is not recoverable.

If neither of these resolves the issue, please have a look at the table below.

 

What helps?

Error code Why did I get it? What can I do?
200, 202 The message was malformed, which means data that is not in a proper form to be handled. Please contact us, if you see this code.
201

The sender's device assumes that there is already an existing established cryptographic session, but your device is not aware of it. 

 

The issue can be related to migration tools.

Please do the following:

  1. Back up your conversations on your current device, for example, your desktop device.
  2. Remove this device from another device, for example, your mobile device.
  3. Log in again on the first device, in our example, it is the desktop device.

If this does not resolve the issue, contact us.
203

The message could not be decrypted on your side as the sending device referenced an unknown key.

Please contact us, if you see this code.
204

The sender's device has changed, and you have not been informed. 

 

The issue can be related to migration tools.

Please let the sender of the message know to do the following:

  1. Back up the conversations on your current device, for example, your desktop device.
  2. Remove this device from another device, for example, a desktop.
  3. Log in again on the first device, in our example, it is the mobile device.
  4. Resend the message.

If this does not resolve the issue, contact us.
205

Your device is not aware of the cryptographical material to decrypt this message.

 

 Please contact us, if you see this code.
206 The cryptographic verification of the message failed.  Please contact us, if you see this code.
207, 210 The cryptographic verification of the message failed and indicates that the sender and receiver are out of sync.  Please contact us, if you see this code.
208

The message references cryptographic material that is already deleted.

This might happen when the sender is out of sync. 

 

The issue can be related to migration tools.

Please let the sender of the message know to do the following:

  1. Back up the conversations on your current device, for example, your desktop device.
  2. Remove this device from another device, for example, a desktop.
  3. Log in again on the first device, in our example, it is the mobile device.
  4. Resend the message.

 
209 The same message was received twice.  Please contact us, if you see this code.
211, 212 Your device missed more than 1000 messages between this message and the last received message. This usually happens if your device has been offline for more than 28 days. Select RESET SESSION.

 

Was this article helpful?

44 out of 116 found this helpful

Have more questions? Submit a request

Related articles