Good to know

Why doesn’t my chat partner receive my messages?

How can I install or update Threema from the Threema-Shop?

Why does establishing a connection to the desktop app or the web client fail?

Why are some of my friends missing on my Threema contact list?

I have got a new phone – How do I transfer my data?

Why do 1:1 calls always display “Connecting,” but a connection cannot be established?

I have received a warning stating that another device is using my Threema ID. What should I do?

Can creator privileges be transferred or granted to multiple users in group chats?

Why are incoming messages sometimes delayed or only arrive once I open the app?

General

What does the name “Threema” stand for?

What makes Threema special?

What is a Threema ID?

On which operating systems and devices can I use Threema?

Is Threema available in my language?

Is Threema suitable for business use?

Are there special offers for educational institutions and NGOs?

Does Threema use renewable energy?

Why isn’t Threema free of charge?

I have received a warning stating that another device is using my Threema ID. What should I do?

Are there recurring costs when using the Threema app?

Features

What features does Threema offer?

How do I create a poll?

How do I use the agree/disagree feature?

What are private chats and how can I use them?

How do I add text formatting to a message?

What is the QR code good for?

Can I use Threema without a SIM card?

How can I adjust the font size?

How can I export a chat?

How can I send a file?

How can I change the design theme?

How do I quote a text message?

Can I use Threema on multiple devices simultaneously?

What is the “pin” feature good for?

How do I archive chats?

How can I share my location?

How do I send GIFs?

How can I send notes to myself?

Security and Privacy

What makes Threema secure?

How does Threema compare to other messengers?

What’s special about Threema’s privacy protection?

Which data gets stored at Threema?

Is Threema open source?

Are messages stored in encrypted form on my device?

Could you decrypt my messages, for example if you were required to by law enforcement?

How do you protect yourself against man-in-the-middle (MITM) attacks with Threema?

Where are the servers located?

Will my address book data be sent to your servers?

How does Threema audit its code?

Is there a bug bounty program?

Is the use of Threema compliant with privacy laws?

How can I find out what information is stored about my ID on Threema’s server?

What kind of data is transmitted via push notification services?

What is Perfect Forward Secrecy?

Purchase

How can I give away Threema?

How can I reinstall Threema without paying again?

Can I move the purchased app between operating systems?

Where can I buy Threema?

Is there an age restriction for Threema?

How can I purchase and distribute multiple Threema licenses?

How do I download and install Threema from the Threema Shop?

Sending/Receiving

What do the symbols next to a message mean?

Why do messages to certain contacts not appear as read?

How can I tell whether the app is connected to the server?

Why are incoming messages sometimes delayed or only arrive once I open the app?

How can I send emojis?

Why don’t previews in push notifications work properly?

Why doesn’t my chat partner receive my messages?

How can I make sure this is working when I don’t know anybody who has installed it yet?

How long do messages stay in queue for delivery?

I am receiving unwanted messages. What can I do?

Why can’t I send a video?

How can I mute individual chats?

What does it cost to send a message?

Which ports need to be open on my network?

Why does it take so long in Threema to receive messages?

Group Chats

Is there a group chat feature?

How can I leave or delete a group?

Can members be added to / deleted from an existing group?

Trouble with group chats – What can I do?

Why are my groups missing after importing an exported ID?

Can creator privileges be transferred or granted to multiple users in group chats?

How do I mention a member of a group?

How can I adjust the notification settings for group chats?

Contacts

What do the three colored dots next to a contact mean?

Why are some of my friends missing on my Threema contact list?

Why are some IDs grayed out or struck through?

Some of my contacts are displayed twice in my address book – What can I do?

How can I change/set the name of a contact?

What does the symbol next to a contact mean?

How can I retain my contacts’ verification levels?

What is the Threema Channel?

What’s the purpose of the “ECHOECHO” ID?

What does the tilde character in the contact list mean?

Threema Safe

What is Threema Safe and how do I enable it?

Which data does a Threema Safe backup contain?

How often does Threema Safe create a backup, and how long will it be preserved?

What makes Threema Safe secure?

How do I restore a Threema Safe backup?

How do I store my Threema Safe backup on my own server?

How can I change or reset the password of my Threema Safe backup?

ID Export and Data Backup

Which backups are available?

Why is it important to export my ID?

I have got a new phone – How do I transfer my data?

What is the difference between a Threema ID and an ID export?

I lost my data! Can Threema somehow recover and send it to me?

I didn’t receive my verification email or SMS! What can I do?

I have a new ID – How can I delete my old ID?

I’ve got a new phone number – What to do?

I created a new ID – How come my contacts still see my old ID?

How can I move my ID to a new device?

Threema Calls

What are Threema calls?

What are the system requirements for Threema calls?

How do I place a 1:1 voice or a video call?

How do I start a group call in Threema?

How can I disable audio/video/group calls?

What is the bit rate of 1:1 calls?

I hear my own voice as an echo – What can I do?

1:1 calls: What do those sounds mean?

How do I adjust the image quality of 1:1 video calls?

Video transmission doesn’t work properly – What can I do?

The connection can not be established. What can I do?

Why do 1:1 calls always display “Connecting,” but a connection cannot be established?

Profile Pictures

How can I set my profile picture?

How can I remove my profile picture?

How can I show/hide my contacts’ profile pictures?

Why are no profile pictures displayed?

Android

Which Android version is required?

Which permissions are used under Android, and for what purpose?

Can I buy/use Threema without a Google account?

Why does the synchronization not work anymore after rebooting my phone?

How can I reinstall the app without any loss of data?

Why can’t I update the app in the Google Play Store?

Why do I keep getting asked for the Passphrase of the Master Key?

What does the message “Master key is unlocked” mean?

How can I save (media) files?

What are distribution lists?

What is notification priority?

What are notification channels?

How can I customize ringtones and notification sounds?

What are dynamic colors, and how can I activate them in Threema for Android?

Xiaomi: Why is no popup displayed and no sound emitted when new messages arrive?

What happened to the camera’s features?

What is Threema Push?

What is Threema Libre?

How do I install Threema Libre?

iOS

How can I give Threema permission to access my photos?

Why is the sender’s name sometimes missing in push notifications?

How can I share files using Threema on iOS?

Which iOS versions are supported?

How can I adjust notification settings for individual chats?

“This app is no longer shared with you” – What can I do?

Does Threema save chats on iCloud?

How can I become a beta tester for iOS?

Can I adjust the way push notifications are displayed on iOS?

What does “Share Interactions” mean in Threema for iOS?

Desktop/Web

How do I install the desktop app on Windows?

How do I use Threema on a desktop computer?

What’s the difference between desktop app and web client?

What are the system requirements for the desktop app?

What are the system requirements for the web client?

How can I enable notifications for the desktop app?

How can I enable notifications for the web client?

What features do the desktop app and the web client offer?

What’s special about the desktop app / the web client?

How does the desktop app / the web client work?

In which languages is the desktop app / the web client available?

Where can I find the source code of the desktop app / web client?

Why does establishing a connection to the desktop app or the web client fail?

What is a session and what is the purpose of the session password?

Why are sessions not being saved in the web client?

What to do if the connection to the desktop app or web client is slow or drops frequently?

Why does re-establishing a connection to the desktop app or the web client fail?

Updating the desktop app fails

How can the signature of the rpm package be verified?

Why does the iOS app need to be in the foreground for the desktop app / the web client to work?

Why does the web client / the desktop app lose the connection as soon as the mobile device goes into sleeping mode or is locked?

Miscellaneous

Which URL actions are supported?

I have received an SMS with a code – Where do I enter it?

I forgot my PIN/passphrase/lock code. What can I do now?

What is Threema Gateway?

How can I delete chats and media files?

What is Threema Work?

How can I invite friends to join Threema?

How can I verify the Threema support ID?

Where can I get Threema merch?

Does the Threema app offer accessibility support?

Threema isn’t working: Is it my device’s/network’s fault or yours?

Threema 2.0 for Desktop (Beta Version)

What is the beta version of Threema 2.0 for desktop?

What data is stored in the beta version of Threema 2.0 for desktop, and how is it protected?

How do I reset Threema 2.0 for desktop?

What are the known issues and limitations of the beta version of Threema 2.0 for desktop?

Due to the high volume of support requests, it may take several days for us to respond. We will get back to you personally as soon as possible. Thank you for your patience!
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