Help with signing in, messaging, calls, and account questions.
support@matrix-call.com
Email us with your username and a description of the problem. Please do not include your password — we will never ask for it.
There is no public sign-up. This is deliberate: it keeps strangers, spam, and automated accounts off the service entirely.
To join, ask an administrator to create an account for you. You will receive a username and a temporary password, which you should change after your first sign-in.
matrix-call.com — not the full address of any other server.ahmed. You do not need to type the part after the colon.Check these in order:
matrix-call.com, with no https:// and no other server name.@ symbol.If it still fails, email support with your username. Never send your password.
Open Settings in the app, then your account or security section, and choose to change your password. If you have forgotten it entirely, contact an administrator — for security, passwords cannot be recovered, only reset.
Files are limited to 100 MB each. Long or high-resolution videos often exceed this. Record at a lower resolution, trim the clip, or send it in parts.
Also check that the app has permission to use your photo library.
Messages are end-to-end encrypted, and the keys live on your devices, not on the server. A message cannot be read by a device that was not in the conversation when it was sent.
This usually appears after signing in on a new device. Verify the new device from a device you already use, and set up a recovery key so your history follows you next time.
Search for their username in the app. If that does not find them, use their full address in the form @username:matrix-call.com. They must already have an account — accounts are created by an administrator.
Messages and calls are end-to-end encrypted. They are encrypted on your device before they are sent, and only the people in the conversation can read them. The server stores encrypted data it cannot open.
This also means nobody — including an administrator — can recover the contents of your messages for you.
Full details are in the Privacy Policy.
If you believe you have found a security vulnerability, please email support@matrix-call.com with the details and how to reproduce it. Please report it privately first, rather than publishing it, so it can be fixed.