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Chat is end-to-end encrypted, so a new phone or browser cannot read your conversations until a device you already use lets it in. You do this by checking that both screens show the same six-character code. Who can do this: anyone whose role includes Chat. By default that is every role except Read Only Auditor. Your organisation can change this in Settings > Permissions.
If no other device is signed in to your chat, there is nothing to approve. Elate sets up chat on the new device straight away and you start chatting from today. Earlier messages are not brought across.

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Step 1: On the new device

1

Open Chat

Sign in to Elate on the web and select Chat in the sidebar.
2

Read the code

You see Bring your chats to this browser, a code such as ABC-DEF, and Waiting for approval. The line above the code tells you where to approve it, for example “Open Elate on your phone and approve this browser if it shows the same code.”
3

Leave it open

Keep this page open while you go to your other device. You can use the rest of Elate while you wait.
Your other device shows the request within about 15 seconds while Elate is open on it. A request lasts 10 minutes. Your other devices are also notified, in the app and by push to your phone, both on by default. This notification gets through quiet hours, a pause and even notifications switched off, because you asked for it yourself a moment ago. It disappears once the request is approved, declined, replaced or expired. You can switch it off under A new device asking for your chats in your notification settings.

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Step 2: On the device you already use

1

Wait for the prompt

With Elate open on any page, a box appears: Set up chat on your other device? It names the device that is asking and shows its code.
2

Compare the codes

Check the code matches the one on your new device exactly. Only approve it if the same code is showing on that device.
3

Approve or decline

Select Approve. If the codes do not match, select Decline. Closing the box also declines.
Once you approve, your conversations appear on the new device.
Only approve a request you started yourself, and only when the codes match. If the codes are different, decline.

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If the request does not go through

The new device says why and offers Ask again:
  • That was turned down on your other device.
  • Nobody confirmed the code in time.
  • That did not check out, so nothing was brought across.

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Your other device is not to hand

If your other device is still signed in to chat but you do not have it with you, and you set a recovery code, the waiting screen also offers Use a recovery code.
Select Use a recovery code. In the Welcome back box, enter it in Recovery code and select Restore history. Close the box to go back to waiting for approval.
If you have no recovery code, choose Set up fresh here on the waiting screen (or Start fresh on the recovery code screen). Read the warning first:
  • Messages sent before now will not be readable on this device. Colleagues keep their copies.
  • Your other devices are signed out of chat and need approving again.
  • Colleagues see a note that you started fresh on a new device.
To avoid this next time, set a recovery code. See Secure chat.

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Sign a device out of chat

Do this for a lost, sold or shared device.
Open the profile menu, choose Account, and find Devices in the Secure chat section. Beside the device, select Sign out of chat on that device. To remove chat from the browser you are using, select Remove chat keys from this browser, then Remove keys.
If you sign the phone you are holding out of chat, your chats are removed from it.
If you sign out every other device, a new device has nobody to ask. Chat then starts fresh on it and earlier messages are not brought across.