PrismApp — Help & Support

Regular Support Channels

• General Support: support@prism-appolice.in
• Account Problems: admin@prism-appolice.in
• Training Requests: support@prism-appolice.in

End-to-End Encryption

PrismApp uses end-to-end encryption (E2EE) for all messages, voice calls, video calls, and file transfers. Only the sender and intended recipients can read or hear the content.

How does encryption work in PrismApp?

PrismApp implements the Matrix protocol’s encryption, based on the Double Ratchet Algorithm (also used by Signal). Each device generates unique encryption keys when it first signs in.

• Messages: Every message is encrypted on your device before being sent. The server only sees encrypted data and cannot read the content.
• Files & Media: Photos, videos, voice messages, and documents are encrypted before upload.
• Calls: Voice and video calls are encrypted end-to-end between participants.

What does this mean for you?

• Your conversations are private — even server administrators cannot read them
• Encryption is always on and cannot be turned off
• Each device has its own set of encryption keys
• If you lose access to your device, you may lose access to message history (see Chat Backup)

Device Verification

Device verification ensures you are communicating with the right person and not an impersonator. When you verify another user’s device, you confirm that the encryption keys belong to them.

Why verify devices?

• Prevents man-in-the-middle attacks
• Confirms you are talking to the correct person
• Builds a chain of trust between your devices

How to verify a device

1. Open a conversation with the person
2. Tap their avatar or name to view their profile
3. Select a device from the device list
4. Choose “Verify”
5. Compare the emoji or numbers shown on both devices
6. If they match, confirm the verification

Verifying your own devices

When you sign in on a new device, PrismApp will prompt you to verify it using your existing device. This is done by:

• QR Code: Scan a QR code shown on one device with the other
• Emoji Comparison: Confirm matching emoji sequences on both devices

Verifying your devices ensures your encryption keys are trusted and allows seamless access to your message history.

Chat Backup (Key Backup)

Because messages are end-to-end encrypted, your encryption keys are stored on your devices. If you lose all your devices, you lose access to your encrypted message history — unless you have a backup.

What is Chat Backup?

Chat Backup (also called Key Backup) securely stores your encryption keys on the server in an encrypted form. Only you can decrypt them using your recovery key or passphrase.

How to set up Chat Backup

1. Go to Settings → Encryption
2. Follow the prompts to create a backup
3. Save your recovery key in a safe place (e.g., a secure note or printed document)

Why is Chat Backup important?

• Restores your encrypted message history on a new device
• Protects against device loss or damage
• Required for seamless multi-device usage

Identity Pinning & Verification Violations

PrismApp monitors the cryptographic identity of users you communicate with. If a user’s identity changes unexpectedly, PrismApp will alert you.

What is an identity change?

An identity change occurs when a user’s encryption keys change. This can happen for legitimate reasons:

• The user signed in on a new device
• The user reset their encryption keys
• The user reinstalled PrismApp

What should I do when I see a warning?

1. Do not panic — most identity changes are legitimate
2. Contact the person through another channel (e.g., phone call, in person) to confirm they made the change
3. If confirmed, verify their new device to re-establish trust
4. If the change is unexpected or suspicious, report it to support@prism-appolice.in immediately

Message History Sharing

When you join an encrypted room, you may not be able to see messages that were sent before you joined. This is by design — end-to-end encryption means only devices that were in the room at the time a message was sent have the keys to decrypt it.

How does history sharing work?

• When enabled, existing members can share encryption keys for past messages with new members
• This allows new members to read messages sent before they joined
• History sharing is controlled by the room administrator
• Shared keys are transferred securely using end-to-end encryption

When is history shared?

• New device: When you sign in on a new device and restore from backup, your history is available
• New member: When you join an existing room, the room admin can choose to share history
• Room settings: Room creators can configure whether history is shared with new members

Account Management

How do I reset my password?

Contact your department’s IT administrator or send a request to admin@prism-appolice.in with your badge number and department. Password resets require supervisor approval.

How do I update my profile?

Go to Settings → Profile. Changes to rank, department, or official details require administrative approval.

Can I use PrismApp on multiple devices?

Yes. Each device must be registered with IT security. When you sign in on a new device, you will be prompted to verify it using an existing device (see Device Verification).

Messaging

How do I share my location?

Tap the attachment icon in any chat and select “Share Location.” You can share a one-time pin or your live location for emergency coordination. Location data is end-to-end encrypted.

How do I send files?

Tap the attachment icon or drag files into the chat. Files are encrypted before upload. Supported types include photos, videos, documents, and audio files.

How do I make voice/video calls?

Tap the phone or video icon in a conversation. All calls are end-to-end encrypted.

Spaces

What are Spaces?

Spaces let you organise your rooms and conversations into groups. Use Spaces for departments, teams, projects, or operations.

What can I do with Spaces?

• View spaces you’ve created or joined
• Accept or decline invites to spaces
• Discover rooms you can join within your spaces
• Leave spaces you no longer need

Troubleshooting

PrismApp is not syncing

Check your internet connection. Force-close and restart PrismApp. If issues persist, contact support@prism-appolice.in.

I cannot decrypt some messages

This can happen if your encryption keys are missing. Try restoring from Chat Backup. If the problem persists, contact the sender to resend important messages.

How do I report a bug?

Go to Settings → Report Issue. Include steps to reproduce the problem. For urgent bugs affecting operations, call emergency support.

App Lock

How do I enable App Lock?

Go to Settings → App Lock. You can secure PrismApp with Face ID, Touch ID, or a PIN code. When enabled, PrismApp will require authentication each time you open it.