Troubleshooting

Common issues and how to resolve them. If your issue isn't listed here, contact support at support@siphermail.com.

Email not syncing

Web: Try a hard refresh (Ctrl+Shift+R / ⌘ Shift+R). If the issue persists, sign out and sign back in.
Mobile: Pull down in the inbox to force a sync. Check your internet connection. If sync still fails, go to Settings → Connected Accounts and re-authenticate your mailbox.

Push notifications not arriving

iOS: Open iPhone Settings → SipherMail → Notifications and ensure "Allow Notifications" is on. Also check Focus modes aren't silencing the app.
Android: Open Android Settings → Apps → SipherMail → Battery → set to Unrestricted. Some manufacturers (Samsung, Xiaomi) aggressively kill background processes.
Ensure notifications are configured in SipherMail Settings → Notifications and the relevant folder is set to notify.

Two-factor authentication locked out

If you've lost access to your authenticator app, use one of your backup codes to sign in. Backup codes were shown when you enabled 2FA — check your password manager or secure notes. If you have no backup codes, contact support@siphermail.com with your account email and identity verification.

E2EE passphrase forgotten

⚠️ Data loss warning

There is no way to recover an E2EE passphrase. If your passphrase is lost, E2EE-encrypted messages cannot be decrypted — they are permanently inaccessible. You can disable E2EE and generate new keys, but previously encrypted messages will remain unreadable.

Email missing from inbox

Check your Spam folder — legitimate email occasionally ends up there.
Check All Mail — the email may have been archived.
Check if a filter rule has moved or deleted the email: Settings → Rules.
Search with the sender's email address to find it across all folders.

Custom domain not working

Verify all four DNS records are present: MX, SPF, DKIM, DMARC. Use a tool like MXToolbox.
If using Cloudflare, ensure the proxy (orange cloud) is off for MX and DKIM records.
DNS changes can take up to 48 hours to propagate.

Sipher AI not responding

Check your AI credit balance: Settings → Sipher AI → Usage.
Ensure Sipher AI is enabled in Settings → Sipher AI.
If the Copilot pane opens but shows "Connection error", try closing and re-opening it. This usually resolves a stale session.

App crashing on launch (mobile)

Update to the latest version from the App Store / Google Play.
Delete and reinstall the app. Your data is stored on the server — reinstalling won't lose email.
If the crash persists, send the crash report to support@siphermail.com.

Still need help?

Email support@siphermail.com with a description of your issue, your account email, and the platform (web, iOS, Android). Include any error messages you see.