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Troubleshoot receiving messages

Signal uses your phone's internet connection for all private communication. The most common reasons why you can't receive messages when your phone is connected to the internet is that you have restricted Signal's internet access or it can not run or transmit data in the background.

  • Re-enable application permissions for Signal on your phone.
  • Disable or modify settings for your third-party app, VPN, or firewall that is limiting Signal's connection to the internet.
  • Allow Signal to work in the background and when your device has low battery. Some phones list this as doze mode, data saver, battery optimization or power management settings.
  • Unblock a contact.

See additional steps for:

 

Android

Basic Troubleshooting

  1. Update to the latest version of Signal Android and enable all application permissions as listed above.
  2. Update the Google Play services app on your phone and enable all application permissions.
  3. Allow Signal to autostart and work in the background. Enable phone specific settings.
  4. Check OS-specific settings.

Why can I send Signal messages but not receive them?
If your messages appear to be message_status_sent.png Sent but you do not receive Signal messages, 

  • For group chats, ask another member of the group to add you to the group by entering your phone number and not by selecting your contact entry. 
  • For one-to-one chats, try to re-register using the steps below
    1. In Signal, tap your profile profile_avatar.png > Advanced > Signal messages and calls > OK to unregister.
    2. Tap Signal messages and calls a second time to re-register.
    3. Enter or edit your phone number.
    4. Tap Register and complete the registration process.
    5. Send messages on Signal.
    6. For groups, ask another member to update the group's name or photo.

My insecure SMS/MMS does not arrive, what do I do?
Text messages sent to your mobile SMS/MMS plan are insecure and need your phone to be connected to your mobile network. These messages incur costs as set by your mobile plan.

  1. Confirm you have SMS (text) or MMS (group and media) as part of your mobile plan.
  2. Check the credits on your mobile plan to send SMS/MMS. Add credits if your balance is empty.
  3. Confirm that you are connected to your mobile network.
  4. Enable Signal Settings profile_avatar.png > SMS and MMS > 'WiFi Calling' compatibility mode and try again.
  5. Confirm all the application permissions are enabled for Signal.
  6. Follow additional steps for troubleshooting MMS.

Why are insecure messages going to my other SMS app?
In addition to supporting end-to-end encrypted messages and calls with other Signal users, Signal Android can be configured as your default SMS/MMS app. If you recently updated your Android OS, temporarily remove Signal as your default messenger and set it back.

How do I disable and re-enable Signal as my default messenger? 
In Signal, tap your profile profile_avatar.png  > SMS and MMS > tap SMS Enabled to select another app then return to Signal and tap SMS Disabled to set Signal as your default SMS/MMS app again.

 

iOS

Basic Troubleshooting

  1. Update to the latest version of Signal iOS and enable all application permissions as listed above.
  2. Confirm that you have enabled notification permissions for Signal.
    • iPhone Settings iOSSettings.png > Signal > Notifications > Allow Notifications.
    • Enable Sounds, Badges, and alerts for the Lock Screen.

      ios_settings_en.png
  3. Re-register for push notifications: Signal Settings profile_avatar.png > Advanced > Re-register for push notifications > OK.
  4. For sound notifications,
    • Enable sounds in the OS permissions as listed in the step above.
    • Take your device off silent/vibrate mode where the outside switch is not showing orange.
    • Enable message send sounds in Signal Settings profile_avatar.png > Notifications > Message Sound.

 

Desktop

Basic Troubleshooting

  1. If you are on Wi-Fi that has firewall restrictions in place, contact the network administrator.
  2. If Signal Desktop was inactive for 30 days or longer, 
    • any messages queued up for delivery to it are dropped.
    • it will not not receive any messages from the period of time that it was offline.
    • it is treated as a brand new linked device.

Why can I send Signal messages but not receive them?
If your messages appear to be message_status_sent.png Sent but you do not receive Signal messages, 

  • For group chats, ask another member of the group to add you to the group by entering your phone number and not by selecting your contact entry. 
  • For one-to-one chats, restart your computer and Signal Desktop. You will need to re-link Signal Desktop if you had recently reinstalled Signal on your phone.

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