Troubleshooting Device Not Trusted

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Article Purpose

Bridges are now checking if the user’s device is “verified” and will refuse to send messages if the device is not verified.

Verification is on a per-session/per-device basis, a user can have some sessions verified and some sessions not verified.

If a user’s session is not verified, they will receive error messages when they attempt to send messages on their bridges.

What to do depends upon the user’s state, or the specific error message they have seen

State	Action
The user sees “the device is not trusted (unverified)”	The user should verify their device from the security settings panel	This is platform dependent, see screenshots section
The user sees “the device is not trusted (cross signing keys have changed)”	Yeet and re-setup the bridge in question
User attempts to verify their device but it remains unverified	Capture a bug report from the device that failed to verify, and from the device that they were using to verify it Re-verify using their Recovery Code
The user cannot verify due to missing the Recovery Code	Follow the steps to reset Recovery Code