Support

Common questions

My messages disappeared

Check Settings → Message retention. A conversation uses the strictest window chosen by anyone in it, so if the person you are talking to sets "delete after 1 hour", your copy of that conversation follows the same rule — even if yours is set to "Never". New accounts keep messages forever unless someone changes it.

A call will not connect

Calls try to connect your two devices directly first. When a network blocks that, they fall back to our relay server. Some restrictive networks — corporate Wi-Fi, hotel and airport portals — block both. Switching one device to mobile data is the fastest test. Calls also need microphone permission, and video calls need camera permission.

I am not getting notifications

Notifications need permission from iOS, granted the first time the app asks. If it was declined, iOS will not ask again — turn it back on in iOS Settings → Skytale → Notifications. Incoming calls also need Background App Refresh enabled to ring when the app is closed.

A message shows as encrypted and never opens

That message was sealed with a key this device no longer has — usually after reinstalling the app or signing out, which clears the encryption keys stored on the phone. It cannot be recovered, by us or by anyone: the key is genuinely gone. Messages sent after that point will open normally.

It says the other person's device is not confirmed

That is not a warning about them. It means their phone's self-check did not complete, which is the normal state for a device we have no report from. Real problems are shown in amber or red with a specific reason. The full list of what is checked is on the home page.

I want my account and messages gone

Settings → Delete my account, confirmed with your password. This permanently deletes your account, your keys, your contacts, your call history and every message you have sent — including the copies in other people's chats. It cannot be undone. See the privacy policy for exactly what is removed.