Try safe checks first
- Check your connection and reopen the conversation.
- Make sure you are signed in to the account that belongs to the conversation.
- Review whether the conversation or care relationship is still available.
- If you changed browsers or devices, compare with a trusted device where you previously opened the conversation. Keep its app data intact.
If encrypted content is unavailable
An unavailable-message notice can mean this device lacks the required key. Reloading cannot recreate every missing historical key. Do not clear browser storage, uninstall the app, or reset device data as a routine fix.
Contact support
Share the device/browser, approximate time, and visible error text. Explain whether a different trusted device can open the conversation. Do not include message content, encryption keys, or browser-storage exports.