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Profile Troubleshooting
Updated 9 Oct 2026

Profile Troubleshooting

Cannot Change Phone Number or Lost Access to the Previous Number

If the administrator has disabled self-service number changes or you have lost access to your previous number, change your phone number as follows:

⚠️ After changing the number using the methods below, previous correspondence will be permanently lost.
You still have access to the previous number
(corporate account)		 Sign in to your corporate account with the old number, go to Settings (avatar button) > go to your profile > Corporative information or Actions with profile > Leave the server.
  • If you are an eXpress
    Lite
    user, logout from the server will happen automatically. The server administrator will receive a notification.
  • For corporate
    CTS
    /
    eCTS
    server a logout request will be sent. The corporate server administrator must confirm the request.
After that, register with a new phone number, next, enter your corporate account credentials to sign in and link it to your new phone number.
You've lost access to the previous number
  • You will permanently lose access to your previous profile on the public server
    RTS
    .
    ⚠️ If you have been the victim of malicious activity, contact eXpress support.
    After that, register with a new phone number.
  • If you were a corporate user, ask the administrator to log you out manually — exclude you from the corporate server
    CTS
    /
    eCTS
    .
    After that, register with a new phone number, next, enter your corporate account credentials to sign in and link it to your new phone number.
To contact an administrator regarding a logout from the corporate server, reach out to your organization's support team or eXpress Support.

“Phone number is already used. Unlink it from another account to use it in this one” Error

If, when adding or changing a phone number in the profile settings, you see the error “Phone number is already used. Unlink it from another account” the number is linked to another account. In most cases, this is an extra personal profile, created during phone number registration. A phone number in eXpress can only be associated with one profile.

How to Resolve This?

Delete one of the profiles — the one with less important data.

Option Steps
RTS
Option 1. Delete a personal account on the public server

It will delete the personal account’s chat history:

  • Log in as a public user via phone number, skip email input.
  • Delete the account: Settings (avatar above the chat list) > go to your profile > press the three dots button >
    • Delete account > confirm.
    • or select Actions with profile > Delete profile > confirm.
  • Log in to your corporate account without a phone number: use corporate email or server address.
  • Link the freed-up number to your corporate profile: Settings > go to your profile > press the three dots button > Edit profile or Actions with profile.
Lite
CTS
eCTS
Option 2. Log out of the corporate account

It will delete the corporate account’s chat history:

  • Log in to the corporate account without a phone number: via corporate email or server address.
  • Request a logout:
    • Via the app: Settings > go to your profile > Corporative information or Actions with profile > Leave the server;
    • Via an administrator: contact your organization’s support team to have them log you out of the corporate server.
  • After the administrator confirms the logout, log in to the corporate account via phone number.

How to Avoid This Issue in the Future?

To avoid number conflicts, use your phone number to log in if it has already been registered — even for a public profile. This preserves chat history.

“An error has occurred. Try again later” When Changing or Adding Phone Number

If you receive this error when changing or adding a mobile phone number, please contact the eXpress Support.

Low-Quality Avatar When Uploaded via the Corporate Portal (OWA)

CTS
eCTS

If you change your avatar via your corporate system/the Microsoft Exchange web portal (Outlook Web Access, OWA), it may appear in low quality in the app.

Why eXpress Displays Lower Quality Avatars?

The avatar loses quality during synchronization with Active Directory:
  1. Microsoft Exchange (OWA) stores the original image in high resolution.
  2. During synchronization with Active Directory, the image is converted to attribute thumbnailPhoto in JPG format up to 10 KB in size. The image is compressed twice, in resolution and detail, and loses quality.
  3. The app receives an already compressed image from Active Directory, so the avatar becomes less sharp.

How to Improve Avatar Quality?

To prevent the avatar in the app from losing quality:

  • Do not use OWA to update corporate avatars.
  • Upload new avatar via profile settings in the app.
  • Ask your organization’s system administrator or support team to upload the image directly to Active Directory using administrative tools — this preserves the original quality.

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