Troubleshooting

Fixes for sign-in lockouts, password and passphrase confusion, missing mail, imports, push notifications, and how to open a support ticket.

Sign-in problems#

After several failed sign-in attempts the account is locked for a short time. The mobile app says to try again in 15 minutes or reset your password. Wait, then try again, or choose Forgot? on the sign-in screen to reset your password.

If you use two-factor sign-in and lost your authenticator, see Two-factor sign-in.

Password reset and encryption passphrase#

These are two different secrets.

  • Your login password can be reset with Forgot? on the sign-in screen.
  • Your encryption passphrase protects the private key used for end-to-end encrypted messages. On the web it cannot be recovered. Without it you cannot open those encrypted messages.
  • In the mobile apps, automatic setup keeps the passphrase in the phone’s keychain and gives you a recovery code. Keep that code safe.

Resetting your login password does not change the passphrase. See End-to-end encryption.

Missing mail#

  1. Open the Junk folder. Legitimate mail sometimes lands there.
  2. Select the message and choose Not spam (web), or select it in the app and tap Not spam. The message moves to the Inbox and the sender is remembered so future mail from them is not sent to Junk.
  3. Check other folders such as Archive, and search for the sender.
  4. Check Settings > Spam & Filters in case a rule moved the message.

Import problems#

Gmail and Outlook import by signing in on the provider’s own page. Other services use IMAP server details. The web also accepts an MBOX file or a ZIP of EML files. Free accounts import the last 30 days. Check the folders you ticked, then run it again: repeats are safe and the source is never changed. See Import your email.

Push notifications not arriving#

  1. Open Settings > Notifications and check that Push Notifications is on and VIP contacts only is off.
  2. Check Quiet Hours.
  3. Check the phone’s own notification settings for SipherMail.
  4. On the web, confirm Desktop notifications is on and the browser allows them.

See Notifications.

Find your app version#

Open Settings > Help & Support and look under About for Version. Update from the App Store or Google Play if you are behind.

Open a support ticket#

  • Web: Settings > Support, then New Ticket.
  • Mobile apps: Settings > Support Tickets.
  • Organisation admins: Contact Support in the Org Panel.

Say what happened, your platform and app version, and any error text. Service status: https://status.sipher.me/status/siphermail

Last updated 1 November 2026