Lost connection with the service

Restore communication with the service

In some cases, the device loses the connection with the management system and therefore all the security services are not working. Don't worry, your phone is still encrypted and safe, it is just that secure calls/messages and secure internet will not work.  
The reason for this can be many but the most common one is when the device is factory reset which causes it to delete the certificate or when the device was disconnected for too long and missed server updates.
In some cases the device does not provide any indication that the service is gone, it acts normally except for the fact that the secure calls and messages are malfunctioning. This is because the device does not know it holds old/bad certificate.
To restore the connection, please open a ticket to support with the following details:
1. Your device IMEI number;
2. Description of your problem including how much time the issue is there; 
3. If you factory reset the device, make sure to mention it in the ticket;
4. Conformation that after "Reactivate certificate" from the server side the old secure messages will not be opened as they were encrypted with the old certificate;
5. Ask to reactivate the certificate.
(to open a ticket click here
In some rare cases, as mentioned above, the device does not know it lost connection to the service. This means you will also need to Renew the device Certificate from the device side as well.
To Renew Device Certificate on the device do the following:
Go to settings > Security
WhatsApp Image 2022-10-25 at 3.12.41 PM (1)
Security > Advanced
WhatsApp Image 2022-10-25 at 3.12.42 PM
Advanced > Renew Device Certificate
WhatsApp Image 2022-10-25 at 3.12.41 PM
The device will restart and when it is up and running connect it to fast and stable internet.