For: everyone
Sometimes Element shows Unable to decrypt or a note that it is waiting for this message instead of the text. Your messages are not lost. The device you are using doesn't have the key to unlock them yet. This almost always happens on a new phone or computer that hasn't been verified.
How to fix it
- Check whether this device is verified. Element usually shows a banner asking you to verify it.
- Verify the device with another signed-in device or with your recovery key. See Verify a new phone or computer.
- Wait a moment. Element downloads the keys and the messages appear.
- If some messages still don't open, close Element completely and open it again.
Why it happens
End-to-end encryption means only your own devices hold the keys to your messages. A new device gets these keys only after you confirm that it belongs to you. Until then, it can see that a message exists but cannot read it.
Good to know
- A message sent by someone whose device was not verified, or sent while you were signed out everywhere, may stay unreadable on new devices.
- If you have lost your recovery key and have no other signed-in device, see Lost your recovery key?.
- We cannot unlock encrypted messages for you. Only your own verified devices can.
- If only one colleague's messages fail, ask them to check that their own devices are verified.