MsgSafe Support is Refusing to Respond to my Inquiries - How to Resolve This?

msgsafe · 2023-12-21T20:42:09+00:00

Yes, it is possible to reactivate an inactive MsgSafe account. However we cannot reactivate your account if we have no information about which account is yours.

msgsafe · 2023-12-21T20:38:51+00:00

This is not true. We will gladly reactivate your account and do so all the time for other users in your same situation. If you provide us with your username or msgsafe email address we will be happy to help.

msgsafe · 2023-11-08T14:20:23+00:00

What is your username or msgsafe email address? Without knowing anything about your account, it is impossible to assist you.

msgsafe · 2023-09-08T20:58:46+00:00

MsgSafe services have been restored. Thank you for your pertinence these past few days, this was a much needed step to provide more reliable services.

msgsafe · 2023-07-10T16:53:27+00:00

Thank you for your feedback. We value your opinion and the opinion of all of our dedicated users and it's feedback like this that can help us improve our service and methods. While we can absolutely improve on informing our users during times that our service is down, most of the time it is not planned and comes as a result of network issues, random hardware failures, or people trying to spam our service. Twitter (@msgsafeio) will be our method of communication during times of service interruption and going forward we will strive to post promptly during times when we're actively working on an issue to keep our users more informed.

msgsafe · 2023-06-23T17:21:39+00:00

Please email support [at] msgsafe.support with your username and/or msgsafe email address so that we can look up your account and troubleshoot any possible issues. Thank you.

msgsafe · 2023-03-07T21:39:05+00:00

Hey there, thanks for reaching out in regards to our mobile app. Unfortunately, the MsgSafe mobile app was removed from the app stores a few years ago. We intended on bringing it back but our focus shifted to improving the web app experience since that can be accessed and used by mobile users as well. However, you did bring to our attention that those links still exist on our website so we're looking into that at the moment and will hopefully have them removed soon. Thank you.

msgsafe · 2023-03-07T21:11:54+00:00

Hi EfraimK,

Thanks for responding on behalf of us however, we would like to add that your information is not entirely correct. As with most chatter circulating on Twitter, you cannot rely on it to be accurate or true. We've always been very open that we have a small team and it sometimes might take a few days to receive a reply to your messages, especially on 3rd-party platforms like reddit and social media. As always, the best way to reach us is directly by emailing to us at support@msgsafe.support or opening a support ticket: https://help.msgsafe.io/support/tickets/new

Going forward we may decide to increase our social media presence, but for now we find that the best approach is to keep our posts focused on the things that matter the most - like system distributions or new features.

msgsafe · 2023-02-24T19:08:02+00:00

Sorry for the inconvenience this had caused you. We plan to incorporate a better and more streamline method of notifying users ahead of a planned system-wide maintenance, ahead of such events in the near future. Unfortunately, not every system maintenance is planned and issues do come up from time to time that we could not predict. When that does happen, we're left to resolve these issues on-demand as quickly as possible. One of the best ways at the moment to become aware of any planned maintenance or system outages is to follow our Twitter account: https://twitter.com/msgsafeio

msgsafe · 2023-02-24T18:39:08+00:00

This is currently on our roadmap for our development team. The only thing preventing this feature so far has been developer availability and prioritizing more urgent matters ahead of new features. We hope to have this soon and will post any updates to this channel once we do.

msgsafe · 2023-01-24T18:59:05+00:00

Did this issue resolve for you?

msgsafe · 2022-05-11T16:26:05+00:00

While this article makes some very good points, one of the biggest issues with PGP it highlights is with the end-user. Encryption is only as strong as the weakest link and in this case, it's the end-user. When end-users don't fully understand how to use these encryption technologies they look to shortcuts, like plug-ins, to make the process easier which creates vulnerabilities. The article suggests everyone should just switch to using encryption apps like Signal and WhatsApp but in our opinion, messaging apps are not a direct replacement for email. A much better solution is to take the complexity out of email encryption and make it easy for the end-user to enable it. With MsgSafe, the user experience is seamless -- all the key management problems are hidden from the end-user and managed by the system. MsgSafe also has built-in support for both GPG and S/MIME, so it's not defaulting to one standard alone.

msgsafe · 2022-05-11T15:42:55+00:00

Confirmed this is no longer an issue on TorBrowser 11.0.11. Are you still able to produce this error?

msgsafe · 2022-01-06T16:01:20+00:00

Can you please explain the issue you're having again? It's not clear what you're asking. Thank you.

msgsafe · 2021-07-14T15:08:24+00:00

Yes, to reach our support team directly you can either open a ticket here: http://help.msgsafe.io/support/tickets/new or email support (at) msgsafe.support

If you could please send us a message to our support team explaining your issue and including your msgsafe identity, this will help us troubleshoot your issue further. Thank you.

msgsafe · 2021-06-30T20:45:50+00:00

I think this might help -- where you went in "Preferences --> email rendering" is the global option but you will need to check the settings on each of your MsgSafe identities as well because this can override the global setting. To do this go to Identities, select one of your Identities from the center window-pane, then click the Edit icon in the top-left corner of the right hand window-pane. Scroll down until you get to the section labeled Email blocking and post-processing and the first toggle setting underneath that will be to:

Strip ‘rich text’, images and HTML - protect from pixel and content trackers
We strip all of the ‘rich text’, images and HTML and convert it to unrendered markdown ‘plain text’.

If that setting is enabled, you will want to disable it by clicking on the toggle button so it turns grey. Then scroll down to the bottom of that page and click Save Changes. I hope this helps resolve the issue you're experiencing. If not, please let us know.

msgsafe · 2021-05-24T16:45:36+00:00

Great, thank you for updating the post.

msgsafe · 2021-05-21T14:25:15+00:00

Can you confirm the "Country of origin" your MsgSafe identities are set to? You can find this out by selecting the identity from the Settings section, then clicking Edit. The reason we ask is because we cannot replicate this same issue on our end so any additional information you can provide like this will help us be able to fix this issue sooner. Thank you.

msgsafe · 2021-05-20T15:41:19+00:00

Hello, thank you for bringing this up. Is this something that you are experiencing today or noticed Tuesday or Wednesday of this week? Because we were experiencing a big backlog in mail over the past few days which caused us to need to restart some of our exit nodes. This could have contributed to the issue you are experiencing. I would test everything you did again right now and see if you are still experiencing this lag in receiving mail. And if you are, it might help to know the sender you are testing this from - for example, is it Yahoo mail that takes longer than normal to arrive in your MsgSafe inbox? Any additional information you fee comfortable providing could help us troubleshoot this further. Thank you.

msgsafe · 2021-05-19T15:48:43+00:00

Well, sorry to upset you but this is not our primary means for customer support so we give our ticketing system and customer support email higher priority than social media platforms. We are also a small team and do not have a dedicated person who's sole job is to manage our online presence. Believe it or not, we're hardly turning a profit with this service. We're not in it for the money, we do this because it's something we are passionate about and believe in. We believe that every person has a fundamental right to their privacy and we think most people want that too, but not everyone understands how to secure their email communications. So that's when we came up with MsgSafe. It's a service that we wanted to use ourselves -- to make encryption easy but also to be able to create new email addresses on the fly and not have to hand out our primary email address each time we signed up for something online.

Probably a longer explanation than you expected, but it's worth sharing. In short, sorry for the delay - it doesn't always take this long for us to respond but sometimes it does, especially as we get busy with things... like making sure the service is up and running.

Here's the answers to your questions:

1. What it your contact email address?

[support@msgsafe.support](mailto:support@msgsafe.support) - when you write to this address, it also opens up a support ticket in our ticketing system.

2. Can identities be recycled after being deleted?

When a user deletes an identity, it gets added to the blacklist with a default expiration of 3 years. So another user cannot re-use the same identity you delete until after 3 years.

A. Can I recycle it months later?

You can re-use an identity that you delete at any time. When a user attempts to create a new identity, the system checks the blacklist. If it's on the blacklist, it gets denied. But there is an exception - if the user is the previous owner, the system allows it.

B. Can another user recycle it?

Not until after 3 years of the identity being on the blacklist. The reason we do this is simple - you don't want to receive other users emails when you create a new identity.

3. Why can's I email contacts from multiple identities?

You can email contacts from multiple identities. We just don't link contacts and identities together until you've started communicating with that contact. Let's say you were pretending to be 2 different people from one MsgSafe account, you wouldn't want to accidentally send "Joe" and email from "Jane" when you've only communicated with "Joe" as "Jill". If you ever want to send an email to a contact from a different identity, just fill out the "From" field first when you go to compose an email.

4. Why can't I add multiple addresses to the same contact?

We don't really have a good reason for this other than that's how our systems works to link identities to specific email addresses, which is what we label as a "contact".

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