Sending Messages

Sending failures or delays: If your messages fail to send or experience delays, check the following:

• Your internet connection
• Your chat network connection
• The error message displayed for the failed message (if any)
• Whether you can send the same message through the native chat network app
• Whether the issue occurs in other chat rooms on Beeper

To report a failed message, open the chat room where the message is located, long-press the failed message, and select ‘Report a Problem.’

Receiving Messages 

Missing inbound messages or delays: Messages should arrive in Beeper as soon as they are received in the native app. If messages are missing or delayed:

1. Ensure your chat network is properly connected in Beeper.
2. If the issue persists, report a bug.

To report the issue, long-press the message in the chat just before the missing one and select ‘Report a Problem.’ It’s helpful to include comparison screenshots.

User Interface

Persistent unread badge: If an unread badge persists on the Beeper app logo or inbox:

1. Check for unread messages in the Inbox, Archive, and Low Priority folders.
2. Try the following for your specific device:
   • iOS: If no unread messages are found, clear your app cache: Go to Settings > Storage.
   • Desktop: If no unread messages are found, force quit and relaunch the app.
   • Android: Long-press the Beeper logo on your home screen to locate the unread message.

If these steps don’t resolve the issue, report it through Settings > Report a Problem. Include screenshots of the folders and the persistent unread badge.

Notifications

No notifications: If push notifications aren’t working, check the following:

1. Notifications in your Android/iOS Settings > Apps > Beeper.
2. Chat network-specific notifications: Go to Settings > Network Connections > [Select network] and ensure notifications are enabled.
3. Unmute chat rooms: Long-press the chat room in question to check if it’s muted.
4. Desktop settings: Go to Settings > Notifications.

If the issue persists, report it by long-pressing a message you didn’t get notified about and selecting ‘Report a Problem.’

Delayed notifications: If notifications are delayed on one device but not others, ensure all devices are on the same Wi-Fi network. If delays persist, long-press the affected message and select ‘Report a Problem.’

iOS notification summaries: Beeper doesn’t provide summaries; they are managed by Apple’s intelligence features. If you experience any issues, contact Apple support.

Device Verification Issues

Unable to decrypt/Encrypted message: If any or all messages in your inbox shows as “Unable to decrypt” or “Encrypted message”, there might be a problem with your device's encryption. 

When you set up your Beeper account, you were given a Recovery Code that is required to access your messages. Adding chat networks to your Beeper account will tie those chat networks to the existing recovery code that you have. This way, no one will be able to access any of your messages unless they have your recovery code. 

To resolve this issue, ensure you have your Recovery Code handy, then:

1. Log out of Beeper.
2. Log back in and manually enter your Recovery Code (do not use QR code verification).

If the issue persists:

• iOS: Go to Settings > Remove Recovery Code from iCloud Keychain, then log out. Relaunch the app, log back in, and enter your Recovery Code. If messages remain encrypted, report the issue by long-pressing the message and selecting ‘Report a Problem.’
• Android/Desktop: If manually entering your Recovery Code doesn’t resolve the issue, report the problem by long-pressing the encrypted message and selecting ‘Report a Problem.’

If you do not have your recovery code, please follow the steps here to reset it: Reset Your Recovery Code. We do not keep a record of your recovery code on our end for security purposes.

Chat Networks

Disconnections: Chat networks may disconnect due to password changes, account updates, security measures from the chat network, server issues, or inactivity. If disconnected, you’ll see a banner (iOS/Desktop) or a caution icon on the top right (Android).

To reconnect:

• iOS/Android: Go to Settings > Network Connections > Reconnect.
• Android: Go to Settings > Network Connections > [Select network] > Reconnect.
• Desktop: Go to Settings > Accounts > [Select network] > Reauthenticate.

If errors persist after reconnecting, report the issue through Settings > Report a Problem.

Reconnect button missing: If the Reconnect button is not available, you can delete the chat network account and reconnect from scratch:

• iOS/Android: Select ‘Sign Out and Delete All Data.’
• Desktop: Click the trash icon.

📝 Note: Deleting a network may result in losing historical chats (depending on our ability to backfill messages for that specific network). For backfill information, visit Beeper History Import.

Unable to connect (with error): If an error occurs during connection:

1. Open a private browser window and log in to the chat network's website.
2. If errors occur on the website, it’s likely an issue with the chat network.

📝 Note: When you connect any chat network to Beeper, all the login/authentication process happens on that chat network's website. Beeper does not have any control or influence in the chat network's login page. Instead, we only receive their authentication token once you log in on their site successfully.

If no errors occur on the website, please report the issue to Beeper Support by going to Settings > Report a Problem.

Unable to connect (no error): If you complete the connection process but the network fails to connect:

1. Record your screen.
2. Attach the recording to a bug report via Settings > Report a Problem.

Other Bugs?
If you experience a bug not listed here, report it through ‘Report a Problem’ in the app or email help@beeper.com.