Support Request

Show your friends and family members how easy and convenient secure communication and privacy protection can be. Give away Threema to your loved ones in a few simple steps:

Android

• Purchase one or more licenses in the Threema shop (there’s no way to give away apps in Google Play)

• After succesful payment, you will receive an email containing the license key(s)

• Distribute the license to your presentee(s), e.g., via email

• Gift recipients can redeem the licenses here

• (New versions of the app can be automatically updated using the “About Threema” screen)

iOS

On an iOS device (iPhone or iPad):

• Look up Threema in the App Store

• Tap the Share button

• In the Share Sheet that appears, tap “Gift App,” and follow the on-screen instructions

For more detailed instructions, please refer to Apple’s guide.

Moving to a Different Operating System

Since the different app stores (Apple App Store, Google Play, and Huawei AppGallery) don’t share their license data, Threema has to be purchased again when switching to a different platform.

Important data, such as your Threema ID and your contacts, can be transferred using Threema Safe. Threema Safe backups do not include chats, media files, and profile pictures of contacts and groups.

Reinstalling Threema on the Same Operating System

Purchase via App Store, Google Play, or Huawei AppGallery

After resetting your phone or switching to a new phone, it may be necessary to reinstall Threema. The App Store (iOS) as well as Google Play and the Huawei AppGallery (Android) allow to reinstall any purchased app at no additional cost. The only requirement is that you use the same store account (i.e., the same Apple ID or Google account, etc.) you used for the initial purchase. The store then will display an “Install” button instead of a “Buy” button. In case you still see a “Buy” button in the Google Play Store, please follow these instructions.

Purchase via Threema Shop or download via F-Droid

If you have purchased the Android version in our store or downloaded it via the F-Droid app store, you can download and then reinstall it with the same license key. If you have lost your license key, you can retrieve it. Please note: Threema versions from the Google Play Store are not unlocked using a license key, and you can’t retrieve a license for a Google Play Store version. Because Google Play’s and the Threema Shop’s terms are not identical, licences can’t be transferred between the two sales platforms.

Read here how to move your ID to a new phone.

Paid apps are sold by different providers (Apple and Google). These providers don’t share license data. Hence, it is impossible to move licenses from one platform to another. For this reason, the app has to be purchased again for the new operating system when switching from one platform to another. Chats and media files cannot be moved to another OS.

Use Threema Safe to transfer your most important Threema data to the new OS. Threema Safe backups don’t include chats, media files, and profile pictures of contacts and groups.

Android

• Google Play: For most Android users, this is the best (i.e., most straightforward) way to get Threema.

• Threema Shop: If you would like to download Threema without a Google account and/or if you would like to pay anonymously with cash or Bitcoin, the Threema Shop is for you.

• F-Droid: Via this alternative app store, you can download Threema Libre, a Threema version that is completely free of propietary dependencies (i.e., 100% open source). To use the app, a Threema Shop license is required, and you need to have the F-Droid client installed on your device.

• Huawei AppGallery: In case you use a Huawei device that’s not equipped with Google Services, download Threema from the Huawei AppGallery.

iOS (iPhone, iPad, iPod touch)

Download Threema from the Apple App Store.

Once the app has been purchased, there are no recurring costs. To learn more about the current version’s changes and improvements, read the change log.

If you purchase the Threema app from the Threema Shop, you may have to adjust your device’s security settings in order to install and/or update the app.

Android 14 and Newer

• If the dialog “Auto Blocker is on. To keep your phone safe, you can only install apps from authorized stores” is displayed after installing or updating Threema on a Samsung device, you have to deactivate the “Auto Blocker” feature: in the system settings, tap on “Security and Privacy > Auto Blocker,” and deactivate the option

Android 8 and Newer

• If the dialog “For security reasons, you cannot install unknown apps from this source on your smartphone” is displayed after downloading the APK file from the Threema Shop, tap on “Settings,” and activate “Trust this source”

Android 7 and Older

• Activate “Unknown sources” in your device’s security settings

• It is recommended to deactivate “Unknown sources” once you have installed Threema

If these symptoms occur, either push notifications aren’t working properly, or there is a problem concerning background activity. In other words, mobile devices (especially Android devices) restrict the app activity in the background after a while. Please follow the troubleshooting instructions for Android (Samsung, Huawei, Xiaomi, Sony, OnePlus, Gigaset, Ulefone Armor, Doogee, etc.) or iOS.

On Android (all app versions) and iOS (Threema version 2.9.0 and above), incoming messages can be decrypted in the background and presented along with a preview in the push notification. Push preview must be enabled in Threema settings for the preview to be shown.

If there is no Internet connection immediately after a push notification has been received, it is possible that no preview can be shown.

No preview will be shown on Android if:

• the master key is locked, or

• PIN protection is activated, or

• background data is restricted

Contact Names

On iOS, if there is no Internet connection immediately after a push notification has been received, it is possible that the real contact name cannot be shown.

If the real contact name cannot be shown, the “public nickname” is displayed instead. By default, it assumes the value of the user’s ID, but can be changed anytime. You can ask the sender to use their first name, for example. This will help you recognize the sender of a message.

Problems with sending messages can have different causes. Please proceed as follows:

1. Please send a message to the ID ECHOECHO. If this works and you receive a response, you’re fully able to send and receive messages, and the problem is most likely on the recipient’s side.

2. Make sure that the Threema ID displayed for the contact you want to reach is still actively used by the recipient. The recipient might be using a new ID, in which case messages to the old ID are being misrouted. This can easily be prevented by deleting old IDs and removing duplicate contacts.

3. Maybe your ID has been unintentionally blocked by the recipient. Ask the recipient to check this in their app (iOS: Threema > Settings > Privacy > Blocked Contacts; Android: Threema > Contacts > Tap and hold on the contact > Settings > Deblock contact). Please also make sure that you have not blocked the recipient yourself.

If it happens that it takes a while until the recipient receives your message, either push notifications aren’t working properly on your contact’s phone, or there is a problem concerning background activity. In other words, mobile devices (especially Android devices) restrict the app activity in the background after a while, and the app cannot be reached for calls.

Please ask your contact to follow the troubleshooting instructions for Android (Samsung, Huawei, Xiaomi, Sony, OnePlus, Gigaset, Ulefone Armor, Doogee, etc.) or iOS.

Like single chats, group chats are end-to-end encrypted in Threema. For privacy reasons, groups are not managed on our servers but directly on users’ devices. Since there is no information concerning group compositions stored on the server, groups can become asynchronous, e.g., if a user restores a data backup or is absent for an extended period of time.

If a group is asynchronous, we recommend resynchronizing it first. Only the creator can initiate a synchronization (in the group’s detail view). Should the problem persist, please remove the group member due to which the group became asynchronous (see above), and add them again.

You can access a group’s detail view by tapping on the title bar in the group chat.

If some members cannot see messages in a group chat, it is usually because they have activated the “Block Unknown” option. Disable the “Block Unknown” option in “Threema > Settings > Privacy” to receive all group-chat messages.

Like single chats, group chats are end-to-end encrypted in Threema. For privacy reasons, groups are managed in a decentralized manner on users’ devices, not on a server. Neither is it possible to transfer creator privileges, nor can creator privileges be granted to multiple users.

Cloning Groups

If a group’s creator leaves the group, a new group must be created. However, groups can be cloned. If a group member clones a group, they become creator of a new group consisting of the same members as the original group. The chat history is not transferred to the new group.

• Android: Tap the title bar in the group chat, then tap the three vertical dots, and select “Clone group.”

• iOS: In the group chat, tap the title bar, scroll to the bottom of the group details, and then tap “Clone Group.”

Threema offers different backup options for different use cases. In the following documents, you will find information about when to use which backup. You will also find a step-by-step guide how to carry out the backups.

• Backups on Android

• Backups on iOS

We have no access to your data. If you would like to restore your ID, messages, or contacts, you need both a backup and the corresponding password. If some of the information is missing, your data is not accessible anymore. We can provide you with the following general recommendations:

• Ask your chat partner if they can send you the messages/media files once more, or if they can export the conversation as a text file.

• Adjust Threema’s settings to automatically save incoming media files to the standard media folder of your operating system. This will keep these files accessible to you even if you delete the app.

• Create a passcode lock for your app to protect your ID in case your device gets stolen, for example.

If you hear your own voice as an echo during voice calls, the echo cancellation doesn’t work correctly on your call partner’s device, and the sound from the earpiece is sent back to you through the microphone.

Android: Please ask your call partner to change the Echo Cancellation in “About Threema > Advanced options” (from “Hardware echo cancellation” to “Software echo cancellation” or vice versa).

The image quality of video calls depends on the available bandwidth and the settings of your call partner. In case of a poor network connection, the image quality is automatically lowered.

The preferred image quality can be adjusted in the Threema settings under “Secure calls > Preferred image quality” (Android) or “Threema Calls > Preferred Image Quality” (iOS). The following options are available:

• Balanced (Recommended): High image quality in Wi-Fi, reduced data consumption in the mobile network

• Low Data Consumption: Reduced image quality for lower data consumption

• Maximum Quality: Warning: This setting can cause considerable data consumption, also in the mobile network!

If you and your call partner prefer a different image quality, the lower quality will be used. If, for example, you have set “Maximum Quality” as preferred image quality, this image quality will only be used if your call partner has also set Maximum Quality as preferred image quality.

The quality of video calls depends on various factors. The most important factor is the available bandwidth of the caller and callee . If you experience problems with the transmission of the videos when conducting Threema calls, please connect both smartphones to a different network (e.g., to another Wi-Fi network or to the mobile network) for testing purposes.

On Android, media codecs might also cause problems. Media codecs are software components of your smartphone’s operating system that process incoming and outgoing video data streams and generate visible image sequences based on them.

In Threema, change the used codecs used in “Settings > About Threema > Advanced options > Video codecs.” Please use “Software codecs,” and test if the problem persists using this setting. The setting becomes active when conducting the next calls, it is not necessary to restart the app or your device. However, using software codecs can slightly increase your device’s energy consumption during video calls.

Threema calls don’t work properly if there are certain kinds of network restrictions.

• If you use security measures like a firewall, antivirus software, an ad blocker, or a VPN , please make sure that Threema is excluded from their activities.

• Make sure that you are not connected to the guest profile of the local Wi-Fi router; many routers do not allow certain connections for guests.

• If you have only tried one network, please try to make a call using a different network (e.g., mobile data).

• If the problem only occurs when calling specific contacts, please check their verification level. When calling contacts with the verification level 1 (red), calls are routed through the Threema server to disguise the IP addresses. In rare cases, this may lead to connectivity issues. Therefore, increase the verification level by scanning the contact’s QR code or using the contact synchronization.

• If you use one or both of the following options, please deactivate them to try if that resolves the issue: 

  • “Threema > Settings > Secure calls (Android) or Threema Calls (iOS) > Always relay calls”

  • “Threema > Settings > About Threema > Advanced options > IPv6 for calls and web” (Android) or “Threema > Settings > Advanced > IPv6” (iOS).

If this symptom occurs, either push notifications aren’t working properly on your contact’s phone, or there is a problem concerning background activity.

Please ask your contact to follow the troubleshooting instructions for Android (Samsung, Huawei, Xiaomi, Sony, OnePlus, Gigaset, Ulefone Armor, Doogee, etc.) or iOS.

If establishing a connection to the desktop app or the web client freezes at 60%, it’s not possible to connect computer and mobile device using WebRTC.

If you use the desktop app, please make sure you are using the latest version.

If you use the web client, make sure you use a supported browser, check that no browser plugin (such as an ad blocker) is disabling WebRTC, and reload the web client.

If you are behind a (corporate) firewall or are using a VPN, Deep Packet Inspection might block WebRTC.

The connection between the desktop app / the web client and the mobile device is usually stable. If you use an Android device and the connection is interrupted on a regular basis, please connect your computer and your mobile device to the same local network, if possible. Please also make sure that you are using the latest app version, and update the Threema app, if necessary.

Huawei/Xiaomi

On Huawei and Xiaomi devices, the OS closes the connection between the web browser and the Threema app. To prevent this from happening, please perform the following steps:

• Summon the Task Manager (by pressing the menu button on your device)

• Find Threema; Xiaomi: drag Threema downwards until the padlock icon appears

• Tap the padlock icon (the padlock icon will then turn into a closed padlock)

Please note: When using a Xiaomi device, you need to perform these steps again after a restart.

Should the problem persist, please run WebRTC Diagnostics, and send in the result:

• In Threema, open the main menu and navigate to Settings > About Threema > Advanced options > WebRTC Diagnostics, and tap Start

• Wait until the test is completed, and tap “Copy to Clipboard”

• Send the copied text along with a short description of the problem to the Threema ID *SUPPORT

We will then analyze the problem and get back to you as soon as we can.

OnePlus

Open the task manager, navigate to Threema, and tap the lock icon (which will close the lock).

Android 12 and later: To deactivate battery optimization for Threema, please proceed as follows:

• Open the system settings

• Go to “Battery”

• Scroll to “Threema”

• Activate the “Allow all background activity” option

Android 13 and later: To deactivate the “Adaptive Battery” option, please proceed as follows:

• Open the system settings

• Go to “Battery > Battery Saver”

• Tap “Adaptive Battery,” and deactivate the option

iOS

For connection issues with iOS devices related to the desktop app or the web client, please read this FAQ entry.

If re-establishing a connection to the desktop app or the web client fails, either push notifications aren’t working properly or there is a problem in regard to Threema’s background activity. Please follow the troubleshooting instructions for Android or iOS.

To function properly, the desktop app and the web client (“Threema Web”) either need an active connection to your iPhone/iPad or a way to wake up your mobile device. Due to restrictions on Apple’s part, it is, unfortunately, no longer possible for the desktop app / the web client to wake up the app and re-establish the connection in case it is lost.

For this reason, your device will not lock automatically while the Threema app is in the foreground and connected to the desktop app / web client.

If you open another app or manually lock your mobile device, the connection to the desktop app / web client will be lost after 30 seconds. On the computer, a message will appear asking you to open Threema again on your mobile device. The connection will be restored as soon as the Threema app is running in the foreground again.

Android: If this symptom occurs, either push notifications aren’t working properly, or there is a problem concerning background activity. In other words, mobile devices cut the connection to the app in the background after a while. Please follow the troubleshooting instructions for Android (Samsung, Huawei, Xiaomi, Sony, OnePlus, Gigaset, Ulefone Armor, Doogee, etc.).

iOS: If you’re experiencing issues in relation to the connection of the web client / the desktop app and the mobile device, please refer to this FAQ entry. Should the problem persist, push notifications might not be working properly. In this case, please follow the troubleshooting instructions for iOS.

If you want to relink Threema 2.0 for desktop after resetting, please proceed as follows:

1. In the desktop app, click on the three dots in the upper left corner to open the settings

2. Go to “Devices > Relink this device”

3. You can now start Threema Beta again and relink your computer to your mobile device

If you want to irrevocably delete all data of the desktop app from your computer, please proceed as follows:

1. In the desktop app, click on on the three dots in the upper left corner to open the settings

2. Select “Remove Threema ID and Data” in “Profile.” This will irrevocably delete all of the app’s data (e.g., Threema ID, device ID, contacts, chats, etc.) on the desktop

The beta version of Threema 2.0 for desktop (and Threema Work 2.0 for desktop) is beta software that is still being developed. The desktop app is generally stable; however, you may occasionally encounter issues.

These are the current limitations of the beta version of Threema 2.0 for desktop (subject to change):

• The beta version of Threema 2.0 for desktop only works with one mobile device (i.e., one phone/tablet) and up to two computers (Windows/Mac/Linux).

• The beta version for desktop is only available in English and German.

• It’s required to keep Threema installed on your mobile device. Even though Threema works independently on linked devices, we recommend to open the app on each device at least once a week while connected to the Internet. This ensures new messages are downloaded to both devices.

• New messages sent or received will appear on both devices. Any messages exchanged before linking will not be displayed in the beta version.

• At the moment, videos are sent as file messages. Recording voice messages and sending or receiving locations will be supported in a future release. You can simultaneously use the current desktop app or the web client to circumvent this limitation.

• Contacts can be added and modified but not deleted in Threema 2.0 for desktop (for consumers). This is not possible in Threema Work 2.0 for desktop.

• New message notifications may appear on your mobile device even if you have already read the messages in the desktop app. Open the affected chats on the mobile app to mark them as read.

• The “Do Not Disturb” setting is not yet supported by the desktop app.

• Enterprise proxies (network-based content filtering) are generally not supported.

• If you have a new phone and move Threema to the new device, Threema 2.0 for desktop will be unlinked and may cause the Threema app to malfunction. To avoid this situation, please remove the linked device on your old phone before switching to the new one (the message history will be deleted in the desktop app). You can then add the device again on the new mobile device. Alternatively, you can manually reset the desktop app, cf. this FAQ entry.

We are aware of the following technical issues and plan to resolve them with a future update:

• Perfect Forward Secrecy (PFS) is not supported when using the beta version of Threema 2.0 for desktop.

There are PDF documents for the different platforms available where all backup options are explained in detail:

A data backup allows you to move your chats, groups, contacts (including their verification level) and ID to your new or reset phone. Moving data backups between devices is only possible within the same operating system. If you switch the OS (e.g., from iOS to Android), you can transfer your ID, contacts, groups, and privacy settings using Threema Safe. And you can always export chats.

To ensure a smooth database migration on the new device, we recommend updating the Threema app on your old device before creating the backup.

Android

1. To create a data backup on your previous phone, select “Backups” in the main menu, and open the “Data Backup” tab.

2. In the “Backup path” section, tap “Change,” and follow the on-screen instructions to define where the backup will be created on your device’s file system.

3. Tap the “Create data backup” button in the lower right corner.

4. To include large media files in the backup, activate the option “Include large media files.” If you activate this option, please create a second backup without large media, as the restore may currently cause problems depending on the size of the media. (When restoring the backup without large media, the chat histories are transferred without large media).

5. Once you have provided a password, Threema creates a backup in the folder you have chosen in step 2.

6. Move the backup file to the internal memory of your new phone (by using a computer for instance). Please note that SD cards are not part of the internal memory.

7. Start Threema on your new phone. In the setup wizard, tap on “Restore from Backup,” and select “Data backup.”

8. Select your previously created backup. After entering the valid password, your backup will be restored. Depending on its size, this can take several minutes.

9. Make sure your data was transferred correctly. If that’s the case, delete your ID on your old phone to make sure you receive notifications on the new device: on your old phone, navigate to “My Profile,” and select “Delete ID.”

iOS

1. Before creating a device backup, export your ID on the previous device: Tap on “Profile > Backups,” then select “ID Export.” After settings a strong password, activate the option “Include in phone backup.” Make sure to store this password in a safe place; without it, you won’t be able to restore the exported ID.

2. Transfer your data from your old to the new device using Quick Start (or create an encrypted iTunes or Finder backup of your old device, and restore it on your new device).

3. When starting Threema for the first time, tap “Restore Backup,” select “Keep Local Data,” and tap “Exported ID.” The ID-export string is prepopulated. What’s left to do for you is to enter the ID export’s password and to confirm by tapping “Restore.”

4. Make sure your data was transferred correctly. If that’s the case, delete your ID on your old phone to make sure you receive notifications on the new device: on your old phone, open the “Profile” tab, and select “Remove ID and Data.”

5. If you use the beta version of Threema 2.0 for desktop, reset the desktop app, and relink it with the mobile device.