Troubleshooting

Error messages

Something went wrong / Unable to…  There are a few reasons why you might see this, such as:  - A failed network request or lookup error, for example when accessing verification keys from the C-layer.  - An email that seems intended to deceive c.Email or get around our security settings.  - A missing decryption key.  The first of these is by far the most common. Retrying or refreshing your app by pulling down on the screen will generally fix the problem.  Errors caused by missing decryption keys can be avoided by following our account recovery process if you lose access to your device.  When verifying your identity  If you get an error message when scanning your ID, please try again, making sure your phone is flat against the front or back of your ID. This ensures a stable connection when reading your NFC chip. 

Invalid emails

On very rare occasions, you may also see emails highlighted in red and marked ‘dangerous’. This means an email signature is invalid and the sender’s identity cannot be verified.  In the majority of cases, this is because a verification key has gone missing for some reason, which means the email has been sent encrypted but cannot be authenticated. (Theoretically, a ‘dangerous’ email could also indicate that someone is trying to impersonate our app.)  For example, you could see emails marked as ‘dangerous’ if you have re-verified your identity since receiving the email, but haven’t been through our account recovery process.  You won’t be able to read or reply to emails marked in red.