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Common issues & fixes

Quick fixes for the problems people run into most. Find your symptom below, try the steps, and follow the link for the full walkthrough.

Can't sign in

  • Wrong password, or you've forgotten it → Reset it from the sign-in screen, or follow Recover your account if you've lost access.
  • You're signed out on one device but fine on another → Sign in again on the affected device. You may be asked to verify it (see below).
  • Sign-in keeps failing with the right details → Check you're online, then close and reopen the app. If it still fails, your account may need attention from your admin or support.

Messages won't send or get stuck

  • A message shows a spinner or "sending" for a long time → You're likely offline or on a weak connection. Check your Wi-Fi or mobile data.
  • A message shows a red error or "not sent" → Tap or click the message and choose Retry. To stop trying, choose Delete.
  • Nothing sends and the app feels frozen → Close the app fully and reopen it. Messages you wrote should still be waiting to send.

You can't read some encrypted messages

Seeing "Unable to decrypt", a padlock, or scrambled text usually means this device doesn't have the keys for those messages yet. Your data is safe — this is Letro protecting it, not losing it.

  • You just signed in on a new device → Verify this device so it can receive your message keys.
  • You've lost your other devices → Restore access with your recovery key.
  • Some silos decrypt and others don't, or it happens after a reset → Your key storage may be out of sync. Follow Key storage out of sync.

Notifications aren't arriving

  • No alerts at all → Check notifications are turned on both in Letro's settings and in your phone or computer's system settings.
  • Alerts are delayed or only appear when you open the app → This is usually a battery or background-data setting on your device.
  • Full steps for every platform → See Notifications troubleshooting.

A contact's identity changed

If you see a warning that someone's identity or verification has changed, don't ignore it. It can mean they simply set up a new device — or, rarely, that something needs checking before you share anything sensitive. Learn what the warning means and how to re-verify in Digital identity.

The app is slow or out of date

  • Sluggish, missing features, or odd behaviour → Make sure you're on the latest version. Update from your app store on mobile, or restart the desktop app to pick up updates.
  • Still slow after updating → Restart your device, then reopen Letro.

Good to know

  • Your messages are safe during all of this. Sign-in and decryption problems are about access on a device, not lost data. Once a device is verified or your recovery key is used, your history comes back.
  • Restart before anything drastic. Closing and reopening the app fixes a surprising number of glitches. Don't deactivate or reset anything unless a help page tells you to.
  • Keep your recovery key somewhere safe. It's what gets you back in if you lose your devices — treat it like a spare key to your home.

Still stuck?

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