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.
Contacts
- Welcome to eXpress
- Introducing eXpress & Glossary
- Installation & Updates
- Registering & Logging In
- User Profile
- Chats, Channels & Threads
- Contacts
- Tags & Tabs
- Files
- Calls & Conferences
- Push Notifications & Counters
- Fixing the Background Work on Android
- Bots & Smart Apps
- Diagnostic Information & Logs
- Clearing App Cache
- Аdmin Panel
- Technical Support for Admins
- Database Modifications Policy
- eXpress Documentation
- Privacy Policy
- Licensing conditions
Contacts
Contacts: General Information
Contact Types 
Contacts in the app are divided into types depending on the user's registration type:
| Type | Description |
|---|---|
| Non-corporate contacts | Users registered on a public server (RTS). They are marked with a green globe icon. |
| Guests | May be on a public server (RTS) or corporate server (CTS). They have a user icon and a “guest” label. |
| Corporate contacts | Users registered on a corporate server (CTS or ECTS). Contacts from your or a trusted corporate server are marked with a briefcase icon, while other corporate contacts are marked with a blue globe icon. |
| Unregistered contacts (only in the mobile app) |
At the end of the contacts list, unregistered contacts (grayed out) are displayed — you can send them an SMS inviting them to register in the app. |
Contacts List
Which Users Are Displayed in the Contact List?
By default, the contacts list displays only those users whose phone numbers are saved in your mobile device's phone book and synchronized with the app. To synchronize contacts, install the app on your mobile device and grant access to contacts.Can I Also Be Seen in Someone's Contact List?
Since all servers are by default combined into a common federation, any eXpress user who has your phone number saved in their phone book will be able to find you in the app by your phone number if it is specified in your profile. There are two exceptions: if your organization uses an isolated ETS or if you delete the phone number in your profile settings (login without a phone number must be allowed by your system administrator).I Have Another Smartphone with Different Contacts. Will They Also Be Synced?
If you have multiple devices with different phone books, the phone book from the last mobile device you logged into the app will be synchronized in the web and desktop apps on your PC. Future updates plan to add the ability to select a phone book for synchronization in the PC app.Why Isn't the Mobile Phone Number Visible in Everyone's Profile?
If a contact's phone number is not in your phone book, you will not see it in the contact card. Corporate contacts from your organization may contain a phone number, email, job title, and other data in special corporate fields.My Colleague Doesn't Use a Phone Number. Will I See Them in My Contacts?
You will not see a contact in the list, even if you synchronize your phone book with the app, if that user registered in the app without a phone number via corporate email or corporate server address. Try to use search in such case.Working with Contacts
Viewing Contacts
To view your contacts, open the Contacts section in the app.Can I Rename Contacts?
You can use contact names from your mobile phone book. To do this, enable the Use names from phone book setting.
Will Anyone Else See Names from the Phone Book?
This display will only be visible to you.Sharing Contacts 
| Method | Description |
|---|---|
| Links and QR Codes for User and Bot Cards |
Starting from version 3.24 of the server software and mobile apps and version 3.25 of the web/desktop app, you can create links or QR codes for user and bot cards. To do this, open the user or bot card and select the corresponding option in the additional menu. The link displays the HUID of the profile. |
| Sending a Contact as an Attachment |
You can send a contact from the Contacts section as an attachment in a chat. |
| Mention Contact | Use @ and @@ (if they aren't in the current chat) symbols in chats — more info. |
Contact Tags
Contacts can be assigned tags. Details: Tags and Tabs.
Managing the Display and Search of Corporate Contacts
The corporate server administrator can customize how users view and search for other employees' contacts in the messenger. The settings are located in the admin panel under Server Features in the Server section.
Is It Possible to Add All Colleagues to the Contact List at Once?
Yes, these settings allow displaying all corporate contacts in the contact list, rather than only those from users' personal phone books on their mobile devices. To change these settings contact your organization support team.Searching for Contacts
Contacts Search Field
The contacts search field works the same in the Contacts, Chats sections, as well as when adding participants to a chat, channel, or conference. For additional contact filtering, use the tags button next to the search field.
Search for an External Contact
If you are a public user or the person you are looking for is not your corporate colleague, add their phone number to your mobile device's phone book and grant the app access to your phone book. If you have shared chats with the user you are looking for, you can also find them in the contacts list by the name they specified during registration or as they are recorded in your phone book (if the corresponding setting is enabled).
How to Add a Foreign Contact?
To add a contact:- Install the app on your mobile device.
- Add the phone number of the user you are looking for to the device's phone book and restart the app.
- Wait for the contacts synchronization to complete. After some time, the contact will appear in the Contacts section.
If You Don't Have Someone's Phone Number
If you do not know the user's phone number, try the following methods:- Join a group chat where this user is present, or send them an invitation link to a chat you are in.
- If the user is in someone else's contacts, ask them to mention this user using the
@@symbols, send their contact as an attachment, or share a link or QR code to their card.
How Can I Find a Guest?
You cannot find the guest profiles in the app, because ерун don't have personal messages or calls.Search for a Corporate Contact
If you are a corporate user (registered on CTS/ECTS), you can find your colleagues, even if they are not in your personal phone book, through the search field above the contacts list. Even if the user is not in your phone book but is registered on the same corporate server as you or on a trusted server, you can find them by their name (full name). The corporate server administrator can configure the display of all corporate users. In this case, the contacts list will display both contacts from your phone book and all your colleagues.
How Does the Corporate Search Work?
Corporate contact search starts when at least three characters are entered in the search bar and works on the principle of “fuzzy search” (trigram index). You can also search by additional profile fields: Active Directory login, domain, organization name, job title, office, department, work phone, email address (these fields must be configured on the corporate server). You can disable this feature by enabling exact search (requiring strict matching) in the app settings.Search Results Order
The first result in the search is the contact that fully matches the query, so it is more convenient to search for users by their full name.Found contacts are displayed in a specific order:
- Contacts that fully match the search query (regardless of the server, if a trusted connection is established with it).
- Personal contacts from your device's phone book registered in the app.
- Cached contacts that were already loaded into the profile before the corporate search began (when logging into the app, synchronizing chats, creating a chat, and other events).
- Contacts from the same corporate server with names similar to the search query, if exact search is not enabled in the app settings.
- Users from another server with names similar to the search query, if exact search is not enabled in the app settings.
Search for Corporate Users with Exact Match
The Exact Match Search feature is available in the main app settings.
| State | Description |
|---|---|
| Exact Match Search Off | By default, this feature is disabled, and the search is performed with typo support, also considering not only the contact's full name but other attributes, including values of other contacts' attributes. For example, if you enter the manager's last name, in addition to their contact, all their subordinates will also be found. |
| Exact Match Search On | When exact match search is enabled, only results that exactly match the contact's name, email, or chat name (if the search is performed in the Chats section) will be displayed in the search results. For example, when entering the manager's last name or email, only their contact will be found. |
Trusted Search for Corporate Contacts
As mentioned above, if you are a corporate user, you can find a contact not only from the same corporate server as yours but also from a trusted server.
A trusted server is one with which a direct trusted connection is established. You can check if there is a trusted connection between servers in the routing scheme in the chat properties.
For trusted search to work, it must be allowed on the servers.
For Administrators: How to Check if Trusted Search is Allowed
Check that:- In the admin panel on the server from which the search is performed, the Trust Search setting is enabled in the Server > Server Features section — this allows searching for users on trusted servers.
- In the admin panel on the server where the contacts should be found, in the Servers section on the Trusts tab, the Allow Trusted Search setting is enabled for the corresponding trusted servers.
Contacts Troubleshooting
Forced Contact Sync Refresh
This method will help if contacts are displayed as “unknown contact”, some contacts are gray (unregistered), or a registered contact is not displayed. Perform the steps in the mobile app, as contacts are synced through it:
| Platform | Steps |
|---|---|
| iOS/iPadOS |
|
| Android |
|
The “Use Phone Book Names” Feature Is Not Working
Try disabling and re-enabling this setting. You can also perform a forced contact sync refresh (see above). If the issue concerns one contact, edit it in the device's phone book and reload the Contacts section in the app.
A Contact Cannot Be Found
Entered Too Few Characters?
To search for a contact, enter at least three characters in the search field.Large Phone Book?
If you have a phone book with hundreds of contacts, wait for the contact sync to complete.Has the User Not Registered in the App?
The contact you are looking for may be unregistered. Check this with them, or your organization's support, or eXpress support.Displaying “Unknown Contact”?
A sync failure may have occurred. Contacts may appear as “unknown/unregistered contact”. Perform a forced sync refresh (see above). If the issue persists, find the contact in the web or desktop version of the app, collect logs, and contact eXpress support.Trying to Find a Contact from Another Server?
Contacts from servers of other organizations, with which there is no trusted connection, cannot be found in the app if there are no chats with them.If trust or corporate search is disabled in the server settings, you won't be able to find a contact even from trusted server. Check this with your organization's support.
Administrator: Checking Search Settings
Check the settings on the corporate server via the admin panel:- Ensure that trust search is allowed in the trust server properties and that the Trust Search setting is enabled in the Server > Server Features section.
- Check if corporate search is enabled in the Server > Server Features section.
Searching for a Contact Not by Name, but by Another Field?
Search may not be performed on some fields, or their display is not configured on the server. Fields available for search: Active Directory login, domain, organization, position, office, department, work phone, email. Search by server or the “description” field is not possible. Ensure that exact match search is disabled.Contact Cannot Be Found on Only One of Devices
If a contact appears on one device but is missing on another (or the name is displayed incorrectly), the wrong phone book may have been synced.
How to Resolve This?
- On the device with the correct phone book, open Settings (avatar above the chat list) > Active Sessions > End All and log into the app on your computer using a QR code.
- Message the contact from the device where it appears, so the chat appears on other devices.
- Sync phone books on all devices using one Google account or Apple ID. For iOS and Android devices, use a shared Google account.
- Contact your organization's support to have the administrator clear your contacts on the server for re-sync.
Administrator: Assisting User with Contact Search
- 1. Ask the user to end all sessions and close the app on the mobile device.
- 2. In the admin panel, find the user in the Users > Activations section and click Clear Contacts for the mobile activation.
- 3. Check the contacts on the mobile device.
- 4. Ask the user to disable contact access in the device settings, restart the app, enable access, and restart again.
- 5. Ensure the contact appears and log in on other devices using a QR code.
All Contacts Are Duplicated in the iOS App
Disable and re-enable contact access in iOS settings for the app, then restart the app.
Nothing Helped?
Contact your organization's support team for assistance.Administrator: Clearing Contacts in the User's Session
Find the user's profile in the admin panel, locate the iOS session in the Activations section, click Clear Contacts, and ask the user to end the session and log in again.All Contacts Appear as Gray Unregistered in the iOS App
Disable VPN and restart the app. Reinstalling the app may also help.
A Phone Number Is Displayed Instead of the Contact's Name
Check if the contact is saved in the phone book with a number instead of a name.
Edit the contact in the phone book and restart the app, or disable the Use phone book names setting.
