Skip to content

Contact Letro support

How to get help when something isn't working — starting with the fastest fixes and ending with reaching a person.

Most problems have a quick answer, so work through these steps in order. You'll often solve the issue before you need to contact anyone.

1. Try self-serve first

Many issues are already covered in this help center, and the fix usually takes a minute or two.

  • Check the common problems. Start with Common issues & fixes — sign-in trouble, messages that won't send, "Unable to decrypt" warnings, and more, each with a step-by-step link.
  • Not getting notifications? See Notifications troubleshooting for the settings to check on your phone, computer, and inside Letro.
  • Search this help center. Use the search box at the top of any page to find the task you're stuck on.
  • Restart before anything drastic. Closing Letro fully and reopening it — or updating to the latest version — clears up a surprising number of glitches.

2. Report a bug from inside the app

If something is genuinely broken or behaving wrongly, the most useful thing you can do is report it from the app itself. That sends the team the technical detail they need to track the problem down.

Reporting a bug from inside Letro lets you attach debug logs. These logs describe what the app was doing when the problem happened. They do not contain your message content — your conversations stay end-to-end encrypted, and the logs carry only technical, operational information.

For the exact steps on every platform, see Report a bug.

3. Contact support or your organization

If self-serve and a bug report don't resolve things, reach out to a person.

  • General enquiries about Letro can go through Letro's general contact channels — the website letro.com or [email protected]. Treat these as general contact points rather than a dedicated end-user support desk.

  • Dedicated Server customers: your organization runs Letro on its own dedicated environment, so support usually flows through your company's Letro administrator or account contact — the same team that set up your account and manages access. They can resolve most account, access, and device issues directly, and escalate to Letro on your behalf when needed. If you're not sure who that is, ask whoever gave you your Letro sign-in details. See Set up & administer your Dedicated Server.

Good to know

  • Your messages stay private through all of this. Debug logs and support requests never include the content of your encrypted conversations — only technical information about how the app is running.
  • Have the basics ready. When you report a bug or contact support, it helps to note your device and operating system, the app version, and what you did just before the problem appeared.
  • Access problems aren't lost data. Sign-in and "Unable to decrypt" issues are about a device getting access, not your history disappearing. Once the device is verified or your recovery key is used, your messages come back — see Common issues & fixes.

Related: