> ## Documentation Index
> Fetch the complete documentation index at: https://docs.getsoundcloud.app/llms.txt
> Use this file to discover all available pages before exploring further.

# Chats don't work

> A keys card, sign-in needs confirming, chats unavailable, old messages missing

## A keys card instead of chats

> [!NOTE]
>
> The title is **Chats need access to your keys** or **Chat keys are out of reach**. Chats are paused, the rest of the app and your music work. Your history stays on this computer.

> [tab] macOS
>
> Press **Try again** and choose **Allow** in the macOS window. If the keychain does not answer, chats keep trying on their own.

> [tab] Linux
>
> Press **Try again** and unlock the system password store. If it is not running, start it: chats keep trying on their own.

> [tab] Windows
>
> Press **Try again**. The keys live in Windows Credential Manager.

The card can also appear at sign-in. **Sign in without chats** lets you into the app without chats, and chats will ask you to sign in again later.

The message **Access was denied again** means the window was closed without allowing. Chats turn on once you allow it.

The line **The key file in the app folder can't be read**: chats keep trying on their own. If that does not help, reset the keys.

### Forgot the password: reset chat keys

**1. Open the reset**

On the card, **Forgot the password? Reset chat keys**. Or **Settings -> Chats -> Chat keys -> Reset chat keys**.

**2. Confirm**

Press **Reset keys**.

**3. On another device**

**New sign-in to your chats** shows up: choose **It's me**. **Not me** signs this computer out of SoundCloud.

| | |
| - | - |
| Deleted from this computer | Messages, drafts, unsent messages, photos waiting to upload and the photo cache |
| Kept | Your chats on the server. New messages arrive right after you confirm sign-in |
| Older messages | Come back after **It's me** on a device you have used for 3 days or more, or on their own after 3 days |

Messages you deleted only for yourself may show up again.

A reset from the card puts the new keys in a private file in the app folder, not in the keychain. A reset from settings puts them back in the keychain, or in the file if it refuses. **Settings -> Chats -> Chat keys** shows where the keys are now.

## Other messages

| What it says | What to do |
| - | - |
| **Confirm sign-in to turn on chats** or **Confirm your sign-in again** | Press **Confirm sign-in** and sign in to SoundCloud. Music stays signed in. Won't go: [Can't sign in](https://docs.getsoundcloud.app/en/fix/sign-in.md) |
| **This device was removed from chats** | You signed it out from another device. **Confirm sign-in** again |
| **Chats are not available right now** | Wait and check later |
| **No connection to the server** | [Network check](https://docs.getsoundcloud.app/en/fix/network-check.md) |
| **Server is busy, try again later** | Wait and try again |
| **Too many new sign-ins today** | Up to 5 new devices a day can join chats. Chats open on their own by the time on the card |
| **Chats are already open on 10 devices, the maximum** | On another device open **Settings -> Chats -> Devices** and press **Remove** on one you no longer use. Chats here open on their own |

## Can't send a message

| What it says | What it means |
| - | - |
| **You can't message this person** | They do not accept messages from you |
| **Daily limit for new chats reached** | New chats tomorrow. Old ones work |
| **You can start chats an hour after signing in** | Wait an hour |
| **Too fast, wait a little** | Wait a minute |
| **Slow mode, please wait** | The room or chat limits how often you write |
| **You can't write here right now** | You are muted. The chat shows until when |
| **Sending is paused** | Wait, sending will come back |

> [accordion] Old messages are missing
>
> The line **Older messages appear after you confirm this device on another one** means this is a new device. On the old one press **It's me** in the **New sign-in to your chats** card. **Not me** signs the device out.
>
> No old device: the history opens on its own after the time shown in the line.
>
> All devices: **Settings -> Chats -> Devices**.

> [accordion] Signing out and chat data
>
> Signing out of the account wipes chats from this computer: keys, history and cache. Sign in again and the computer is a new device: [confirm it](#history).
>
> Windows: chat data lives in `%LOCALAPPDATA%\com.soundcloud.desktop\chat`. An older folder in `%APPDATA%` moves there on its own, once, at start. If anything goes wrong, it stays as it was.

> [card] [Still broken? Write to us](https://docs.getsoundcloud.app/en/help/contact.md)
>
> Attach desktop.log and the Network check report.


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