Help center support eXpress
We have collected answers to all the most popular questions to make it easy and convenient for you to use eXpress. If you do not find the answer to your question, please contact our support team.
- Welcome to eXpress
- eXpress Support
- Introducing eXpress & Glossary
- Installation & Updates & Requirements
- Registering & Logging In
- User Profile
- Chats, Channels & Threads
- Contacts
- Tags & Tabs
- Files
- Calls & Conferences
- Push Notifications & Counters
- Fixing the Background Work on Android
- Bots & SmartApps
- Diagnostics & Logs
- Clearing App Cache
- Аdmin Panel
- Jira Support Portal
- Technical Support for Admins
- Database Modifications Policy
- eXpress Documentation
- Privacy Policy
Welcome to eXpress
Help Center
Welcome to the eXpress Support Center!
Here you will find information and frequently asked questions (FAQ) with answers about the the eXpress app and even it's branded versions — for users, administrators, and technical support. Each section describes the app’s features and ways to resolve potential issues.
How to Search for Information?
Use keyword search:
- Enter your query (for example, an error message) in the search field at the top of the page.
- Press Enter to see relevant articles.
Or browse for desired sections manually. We recommend exploring all sections to master eXpress more effectively.
What Information Is Right for Me?
The FAQ may indicate specifically which server and which users have access to a particular feature:
| Label | Description |
|---|---|
RTS |
Public server RTS and its users. The eXpress app. Server-side administration is handled by eXpress support. |
Lite |
Corporate server and its users. The eXpress app. Server-side administration is handled by Beeline support. |
CTS |
Corporate server CTS and its users. The eXpress app. The eXpress app. Server-side administration is handled by your organization support, by partner, or by paid eXpress technical support. |
ETS |
Central corporate ETS server. A branded app for ETS. Server-side administration is handled by your organization support, by partner, or by paid eXpress technical support. |
eCTS |
Corporate eCTS server under ETS and its users. A branded app for ETS. Server-side administration is handled by your organization support, by partner, or by paid eXpress technical support. |
How Does the FAQ Differ From Documentation?
The information in the FAQ is compiled based on questions received by support, including those not covered in the product documentation. For detailed descriptions of app features, see the documentation section.
➡️ Версия на русском языке доступна по этой ссылке.
Troubleshooting eXpress
Regularly Install Updates 
It is recommended to use the latest version of the app. Updates contain bug fixes and new features. If your organization uses a corporate app other than eXpress, contact your organization’s support or follow the provided instructions.
Corporate Server Maintenance
Servers are maintained and updated by eXpress partners, or your organization’s system administrators or, under certain service agreements, by eXpress technical support specialists.
- Versions, Engineering Menu, and Logs
- Client App and Server Software Updates
❓ Related Topics:
Try to Troubleshoot the Issue Yourself
Perform the following steps:
- Check Network Settings:
- Ensure the device is connected to a stable internet connection (Wi-Fi or mobile network). Switch to another network if necessary.
- Disable VPN, firewall, proxy server, or antivirus if they might block data transmission.
- Check if there are any network traffic restrictions. If the issue persists, contact your organization's system administrator or support team.
- Reload the App:
- Web and desktop app: press Ctrl (Cmd) + R.
- Mobile app: close it via the recent apps list and reopen it.
- Sign Off and Sign Back In:
- Open Settings (avatar above the chat list).
- Select Close session.
- Sign in again using your phone number (required, if it exists!), email address, or server address (not via QR code).
- Clear the cache or reinstall the app (details).
- Review troubleshooting recommendations in the relevant support sections.
Gather Information and Contact Support
If the issue persists, prepare diagnostic data and contact your organization's support team, partner support (e.g., Beeline for the Lite version of eXpress) or the eXpress support directly.
Checklist before Contacting Support
- When, where, and for whom the issue occurs?
- Sequence of actions leading to the problem
- Device model, OS and app versions
- Screenshots and videos for error and/or settings
- Log via “About” view in the app using this guide.
- Your server address:
- Settings (avatar above the chat list) > Profile;
- Or “Routing” in the chat properties.
- Profile ID:
- Copy the profile link;
- Or request HUID from admin or support
(RTS,CTS,ETS,eCTSadmin panel); - Or check HUID in the app’s engineering menu.
- After collecting this information, contact support.
For Administrators: Troubleshooting Examples
If you are an administrator or support staff, perform the following diagnostic steps:
“User Not Found” Error During Registration
See the “User Not Found,” “User Not Registered on the Server,” “Email or Login Not Found” section.
Notifications Not Received on Android
Follow the instructions in the “Notifications on Android Do Not Work Despite Correct Settings” section.
Use the search function to find information about other errors.
Non-Standard Android Error
Example: A user enters the + symbol in the web app, but a dot is displayed in the mobile app.
Actions:
- Check the issue on similar devices.
- Provide eXpress support with the error description, reproduction steps, and screenshots/video.
Requesting a New Feature in eXpress
How to Request a New Feature?
If you have a suggestion for expanding the app’s functionality, contact eXpress support. Your request might already be in the development pipeline.
- Сontact your organization's support team, partner support (e.g., Beeline for the Lite Liteversion of eXpress) or the eXpress support directly.
- If you interact with eXpress directly, contact the dedicated internal chat in eXpress. If you don't have access to this chat, contact your organization's support team, partner support, or your eXpress account manager. A link to the created Jira ticket will be sent to the chat.
What to Include in the Request?
- The essence of the request: what exactly needs to be changed or added, in which section of the app, and under what conditions it will be used;
- The client platform the request relates to (Web, mobile app, etc.);
- How frequently users request this feature;
- Your assessment of the feature’s importance or priority.
Support specialists may ask follow-up questions. After discussion, they will either forward the request to development or explain why it cannot be implemented.
Additional Features for eXpress
- Integration with other systems via bots and Smart Apps: documentation. CTSETS
- Customizations for existing systems: discuss with the sales department. CTSETS
