Related FAQ
š§Ā If Olvid does not work
Things to check first
If Olvid isnāt working properly on your device or the other personās, check each of these points first. This often solves many problems.
You can also share the link to this support page with your contacts and network administrator to make sure the problem isnāt coming from them.
1. Make sure you are using the latest version of Olvid
Upgrading to the latest version of Olvid allows you to benefit from the latest features and bug fixes, and to maintain optimum compatibility with the maximum number of devices and users, as well as with the backup of your profiles.
iPhone iPad
Latest version: 4.0.2 - 2025-10-23
Android
Latest version: 4.1 (build 278) - 2025-11-02
Mac
Latest version: 4.0.2 - 2025-10-23
Windows
Latest version: 2.7.0 - 2025-11-10
Linux
Latest version: 2.7.0 - 2025-11-10
- Here is how to update Olvid and compatible devices.
2. Make sure your operating system is up to date
Here is how to update your operating system.
Itās not immediately mandatory, but we urge you to update your operating system for your safety and to take advantage of Olvidās latest and greatest improvements. Otherwise, some features may not be available on your device.
3. Make sure your device is connected without restriction
Use our Connection test page to make sure that your device can connect to the main servers needed for Olvidās mobile and desktop applications to work properly, without specific network restrictions or interference from third-party applications.
4. Make sure you are not approaching the battery or storage limit
Find out how to know and how to free up space from your device manufacturer and be careful about Olvid data.
5. Restart your device
6. Launch Olvid and send a message
Your contact should receive a notification immediately. And so should you when they reply.
If not, each user should check the settings of their device by following these recommendations: If a device does not receive message or call notifications when connected to a network.
Solving this problem when you first start using Olvid often solves many others, including if your secure audio calls donāt go through.
7. Share this information
Share this information with your contacts to make sure the problem isnāt on their end.
If you were unable to transfer a profile
Hereās what to do if you were unable to transfer a profile, if it fails, or if it displays an error message.
When you want to start using Olvid on a second device (computer, mobile, etc.), you need to import a profile from another device or add a new device to one of your existing profiles.
If your secure audio calls donāt go through
Find out what to do if your secure audio and video calls donāt work.
If you need help with your connection or call quality
Find out what to do if you need help with your connection or call quality.
If the microphone doesnāt work
One of these solutions might help:
- Make sure that the Olvid app is allowed to access the microphone by the OS.
- Make sure that you have not muted the microphone during a call and that it has not remained muted.
- Check if your microphone is working from another application. If it doesnāt work, you know that the problem is not related to Olvid.
- If you have more than one microphone connected to your device, make sure you have selected the right one.
If the GIFs donāt display
Hereās what to do if the GIFs donāt display.
If custom notification sounds do not work
Hereās what to do if custom notification sounds do not work.
You can change the sounds your device makes when you receive a message, for each discussion or globally.
If you canāt authenticate with your organisationās directory
Hereās what to do if you canāt authenticate with your organisationās directory.
If your organisation has opted for Olvid Enterprise with its directory and users and groups Management Console, you can simply add contacts from your organisationās directory, as soon as you are registered and authenticated.
If you cannot connect to OlvidĀ Web
Hereās what to do if you cannot connect to Olvid Web.
If your manual backup doesnāt work
Hereās what to do if your manual backup doesnāt work.
Get help from the manufacturer
iPhone iPad
For some issues specific to your iPhone or iPad, Apple or your mobile carrier can help you with your devices.
You can get help from Apple or your mobile carrier.
Android
Android flavors 
Each manufacturer installs its own modified version of Android and sets it up as it pleases, with its own software and that of publishers with whom it has signed an agreement. The default system settings of these proprietary versions may prevent Olvid from working properly and will benefit from an adjusted setting for a better experience.
For some problems with your Android phone or tablet, the device manufacturer or mobile operator should help you about their modifications of Android and its specific operation.
You can get help from your device manufacturer or carrier.
Contact Olvid support
We are always available to help you find out what is preventing Olvid (and other apps) from working properly on your devices.
Contact Olvid Support to find answers to your questions about using Olvid, to report a bug or to suggest improvements and feedback.
