A bridge stopped working

For: everyone

Sometimes a linked messenger stops delivering messages to Element. Usually the link has ended on the messenger's side, and linking again takes a minute. Your existing rooms in Element stay where they are.

How to spot a disconnection

• New messages arrive in the messenger app on your phone, but not in Element.
• Messages you send from Element don't reach the other person.
• The bridge bot sends you a message in your chat with it saying that you were logged out or disconnected.
• In WhatsApp or Signal on your phone, Element is no longer listed under Linked devices.

Fix it

1. In the portal, open Settings and look at Bridges.
   • If the bridge shows Unhealthy, the problem is not on your side. Wait a little and check again.
   • If it shows Healthy, continue with the next step.
2. In Element, open your direct chat with the bridge bot, for example @whatsappbot:<your server>.
3. Send login.
4. Follow the same steps as the first time:
   • WhatsApp or Signal: scan the new QR code with your phone.
   • Telegram: enter your phone number and the code.
   • Other bridges: sign in as the bot instructs.
5. Wait for the bot to confirm the login. New messages then arrive in Element again.

Why it happens

• WhatsApp: WhatsApp disconnects linked devices if the phone isn't used for about 14 days. Open WhatsApp on your phone from time to time.
• WhatsApp and Signal: the link ends if Element is removed from Linked devices on the phone.
• Messenger, Instagram, LinkedIn: these services sometimes end logins, for example after a password change or a security check.
• You changed phone or reinstalled the app: link the messenger again.

If something goes wrong

• The bridge stays Unhealthy for a long time: write to us in the chat at the bottom right of matrixhost.eu or reply to any of our emails.
• The bot doesn't answer at all: check that you typed the full bot address with your server.

Related

• Connect your other messengers
• Common questions about bridges
• Contact support