Community chat: encryption & devices

This page explains how private messages work in Moinho Novo community chat, how to verify your device, and how to use Element Web as an alternative client.

If you only use the shared #community room and never send direct messages (DMs), you can skip most of this. The community room itself is not end-to-end encrypted, so its history is readable on any device where you are signed in.

Read this guide if you use DMs or plan to send them.

Quick summary

Topic	What you need to know
Community room	Not encrypted. Works on any browser after Moinho ID sign-in.
Direct messages (DMs)	Encrypted end-to-end by default when started in Cinny. Only your devices can read them.
Verified device	Required to decrypt DMs on a browser or computer. Without verification, messages show as “Unable to decrypt”.
Recovery passphrase	A memorable backup password that lets you verify a new device when no other verified device is available.
Recovery key	A long one-time code (starts with E…) generated alongside the passphrase. Store it somewhere safe.
Element Web	Another chat app at element.moinho-novo.com. Uses the same account and supports mobile linking and device verification.
Mobile apps	Element X (recommended) via QR login from Element Web; FluffyChat via direct OIDC sign-in. Same #community room and DMs.

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1. How DMs are encrypted

Moinho Novo community chat runs on Matrix. The web client embedded in the portal is Cinny (chat.moinho-novo.com).

Community room vs direct messages

• #community, the shared members’ room, is intentionally not encrypted. This is the room you see when you open Community in the portal. The server can read its history, so you don't need to verify your device to take part.
• Direct messages (DMs) are private one-to-one chats and are end-to-end encrypted (E2EE) by default. The server only stores encrypted text and cannot read the content.

What “end-to-end encrypted” means in practice

When you send a DM:

1. Cinny encrypts the message on your device using keys that never leave your browser (stored in local storage / IndexedDB).
2. The encrypted payload is sent to the Matrix homeserver and delivered to the recipient.
3. Only devices that hold the correct decryption keys can read it.

This is strong privacy, but it comes with responsibility:

• Each browser or computer is a separate “device”. Signing in on a new laptop does not automatically give it your old encryption keys.
• You need at least one verified device (or your recovery passphrase / recovery key) to unlock encrypted history on a new login.
• If you sign in somewhere new and skip verification, DMs may show “Unable to decrypt”. The messages are still there, but that device doesn't have the keys to read them yet.
• We cannot recover your DMs for you. Neither Moinho Novo staff nor the server operator can read encrypted DMs or reset your encryption keys. If you lose every verified device and your recovery passphrase/key, encrypted DM history is permanently unreadable.

Why verify?

“Device verification” (sometimes called cross-signing) ties your devices together under one identity. Once verified:

• New devices can receive encryption keys from devices you already trust.
• Your key backup on the server (encrypted with your recovery passphrase) can be restored.
• Other members can optionally restrict sending encrypted content to verified devices only.

Do this on your first login on the device you expect to use most often, before you rely on DMs.

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2. Verify your device and set up a recovery passphrase (Cinny)

These steps use Cinny at chat.moinho-novo.com. Open it in a dedicated tab (from the Open … in a dedicated tab link on the Community page) so settings are easier to use than inside the portal iframe.

Open Settings → Devices

1. Sign in with Continue with Moinho ID if prompted.
2. Open Settings from your profile area (avatar / account menu).
3. Select Devices in the settings sidebar.

You should see a Security section, your Current device, and any Other devices.

First-time setup: enable device verification

If device verification is not set up yet:

1. In Security, click Enable.
2. Cinny opens Setup Device Verification.
3. Enter a Recovery Passphrase. Choose a long, memorable password. Although optional, we strongly recommend it so you can recover access without another device.
4. Click Continue.
5. Cinny generates a Recovery Key, a long code starting with E. Copy or download it and store it in a password manager or another safe place. You need this if you lose all devices and forget the passphrase.
6. Confirm and finish setup. Your current device should show as Verified.

Keep both the recovery passphrase and recovery key safe. Treat them like a backup password for your private messages.

Check key backup is connected

Still in Settings → Devices, look for the backup / restore section:

• Connected means encrypted keys are being backed up to the server.
• If you see Disconnected or No backup present on server, complete the setup above. On a new device, use Restore Backup instead (see section 3).

Cinny may also offer Local Backup (export/import a file). That is optional; the recovery passphrase + server backup is usually enough.

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3. Verify a new device using an existing verified session

If DMs show Unable to decrypt after you switch browsers, use a new computer, or clear site data, verify the device using one of the methods below.

Method A: verify from a device that is already verified (recommended)

This transfers trust and encryption keys from an old verified session to the new one.

On the new (unverified) device:

1. Sign in to chat.moinho-novo.com.
2. Open Settings → Devices. The current device shows Unverified.
3. Leave this screen open. Cinny may show: “Start verification from other device or verify manually.”

On your existing verified device (same account, already set up in section 2):

1. Open Settings → Devices.
2. Under Other devices, find the new session (browser name / “Cinny on …”).
3. Click Verify next to it.

Back on the new device:

1. Accept the verification request when prompted.
2. Check that both screens show the same emoji in the same order.
3. Click They Match on both sides.
4. Wait for Your device is verified. The backup should restore in the background; older messages may take a few seconds (or occasionally longer in busy rooms) to decrypt.

If verification completes but some messages stay encrypted, stay on Settings → Devices and check that backup shows Connected, or choose Restore Backup manually. Reloading the page after verification often helps.

Method B: verify manually with recovery passphrase or recovery key

Use this when you don't have access to a verified device. For example, your laptop has been reset and you only have your phone's browser.

On the new device:

1. Sign in to Cinny.
2. Open Settings → Devices.
3. On the unverified current device, click Verify Manually.
4. Choose Recovery Passphrase (if you set one) or Recovery Key (the E… code you saved).
5. Enter it and confirm. Cinny verifies the device and restores the key backup.

After success, encrypted DMs should decrypt as keys sync. Give it a minute on slow connections.

If verification gets stuck

• Make sure you are comparing the same session on both devices (session IDs should match in Settings → Devices).
• Try Verify Manually with the recovery key if emoji verification appeared to succeed but Cinny still doesn't show Verified.
• As a last resort, sign out the stuck session from Settings → Devices on a working device, sign in again on the new browser, and repeat Method A.

Do not use Reset Device Verification unless you have lost every device and both recovery passphrase and recovery key. Resetting breaks trust with other people’s clients and wipes your server-side key backup.

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4. Using Element Web instead

We also host Element Web at element.moinho-novo.com.

It uses the same Matrix account as Cinny, including your @username:matrix.moinho-novo.com ID, #community room, and DMs. Sign in with Moinho ID as usual. Open Element directly in your browser, as it isn't part of the portal page.

When Element is useful

Use case	Why Element
Element X on your phone	Sign in at Element Web → Link new device → scan the QR code with Element X. The phone is logged in and verified for E2EE.
You prefer Element’s UI	Some people find Security & Privacy settings clearer in Element.
Cinny verification trouble	Element implements the same Matrix E2EE standards; verifying in Element often fixes access on Cinny too (and vice versa), because keys are account-wide.
Voice/video calls	Both clients can use Matrix calling when enabled; either works.

Element equivalents for encryption setup

In Element Web:

1. Open Settings (gear icon) → Encryption (or Security & Privacy depending on version).
2. Set up recovery. Create a Recovery key and optional Recovery passphrase, as in Cinny.
3. Verify this session. Use another verified device or enter your recovery key or passphrase.
4. Verify other sessions. Under Sessions, verify new logins from a trusted device.

You only need one recovery setup per account. If you already configured recovery in Cinny, use the same recovery passphrase or key in Element. Only create a new backup if you intend to reset verification.

Which client should I use?

• For day-to-day chat in the portal, use Cinny on the Community tab.
• For a mobile app, QR login, or help with encryption, use Element Web and Element X.
• For private DMs, use either app. Set up verification on your first device, then verify additional devices from there.

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5. Mobile apps (Element X, FluffyChat)

You can use community chat on your phone with a Matrix app. Your account, @username:matrix.moinho-novo.com ID, #community room, and DMs are the same as in Cinny and Element Web.

Sign in with the same Moinho ID email you use for the customer portal. You do not create a separate chat account; our systems link your member account to Matrix the first time you sign in on the web.

Before you start

Requirement	Why
Active member account	Chat is for Moinho Novo members. Open Community in the portal or sign in on the web at least once before trying mobile, so your Matrix user exists and is in #community.
Homeserver matrix.moinho-novo.com	Our chat does not use matrix.org or other public servers. Always pick or enter matrix.moinho-novo.com.
Recovery set up (if you use DMs)	If you already use encrypted DMs on the web, set up a recovery passphrase on a verified browser session first (section 2). Mobile can then verify against that backup.

Element X (recommended)

Element X is the mobile app we test with. We recommend QR device linking if you use DMs because it signs you in and transfers encryption keys to your phone.

Link Element X with a QR code (recommended)

You need a desktop or laptop browser for the first step. Element X scans a code shown in Element Web after you sign in there.

1. On your computer, open element.moinho-novo.com and sign in with Moinho ID (same email as the portal).
2. In Element Web, open your user menu → Link new device (wording may vary slightly by version). A QR code appears.
3. On your phone, install Element X from the App Store, Google Play, or F-Droid.
4. Open Element X and choose Sign in with QR code (or Scan QR code), then scan the code on screen.
5. Confirm on both devices if prompted. Element X should land in your account, with device verification and key backup handled as part of the link flow.

After linking, search for #community or open matrix.to/#/#community:matrix.moinho-novo.com on the phone to jump into the members’ room.

If QR linking is unavailable

Some browser or app versions show “Your account provider doesn’t support signing into a new device with a QR code” if the link step fails. Try:

• Use Element Web at element.moinho-novo.com (not the generic app.element.io site).
• Update Element X and Element Web to the latest version.
• If it still fails, use FluffyChat (below) or stay on Cinny/Element Web in the phone browser.

Encryption on Element X

• The community room is readable immediately after sign-in because it isn't end-to-end encrypted.
• For DMs, keys usually transfer automatically if you linked via QR from a verified Element Web session. If you see Unable to decrypt, open Settings → Encryption in Element X and enter your recovery passphrase. You can also verify the phone from a trusted device using the steps in section 3.

FluffyChat (alternative)

FluffyChat is an open-source Matrix client for iOS, Android, and desktop. It can sign in directly with OIDC (Moinho ID) without the Element Web QR step. We support it as an alternative, but Element X + QR is the path we recommend for the fewest sign-in surprises.

Sign in with FluffyChat

1. Install FluffyChat from the App Store, Google Play, F-Droid, or fluffychat.im.

2. Choose Log in. Your member account already exists, so you don't need to register.

3. When asked for a homeserver, enter:

   matrix.moinho-novo.com

4. FluffyChat should detect OIDC / SSO login. Tap Continue (or similar). Your browser opens the Moinho ID sign-in page.

5. Sign in with the same email you use for the customer portal.

6. When the browser finishes, it should return to FluffyChat. Allow the redirect if your phone asks whether to open the app.

You should see the same rooms as on the web, including #community.

FluffyChat tips and limitations

Issue	What to try
Browser does not return to the app after Moinho ID	Disable “block app links” / “ask before opening external apps” in Brave or similar browsers. Retry sign-in; you may need to use Safari or Chrome as the default browser for the OIDC step.
Only username/password login appears	Confirm the homeserver is exactly matrix.moinho-novo.com. Check FluffyChat’s ⋮ menu on the login screen for other sign-in options.
“Registration” or empty account	Use Log in, not register. You must already be a Moinho Novo member with portal access.
DMs won’t decrypt	Complete device verification in FluffyChat’s security settings, or enter your recovery passphrase from section 2. You can also verify the phone from Cinny/Element Web (Settings → Devices → Verify on the new session).

FluffyChat does not use Element Web’s QR linker. If OIDC sign-in is problematic on your device, use Element X instead.

After installing any mobile app

1. Open #community. Search for community in the room list, or use the matrix.to link.
2. Enable notifications in the app’s settings if you want alerts.
3. Verify your phone if you use DMs and didn't link via Element QR. Follow the new-device steps in section 3.
4. Verification and restored backups apply to your whole account across Cinny, Element, and FluffyChat.

Which mobile client should I use?

Client	Best for
Element X	Recommended. QR login from Element Web; best tested with our Moinho ID + encryption setup.
FluffyChat	Open-source alternative; direct OIDC login without a computer, if the browser hand-off works on your phone.
Mobile browser + Cinny	Use chat without installing an app. Open chat.moinho-novo.com from the Community page’s Open … in a dedicated tab link.

Sign in to matrix.moinho-novo.com with your member Moinho ID. Accounts on matrix.org or other servers aren't supported for sign-in.

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Troubleshooting encrypted messages

Symptom	What to try
DMs show Unable to decrypt on a new browser	Settings → Devices → verify this device (section 3).
Verified, but old messages still encrypted	Wait a minute; use Restore Backup in Settings → Devices; reload the page.
No verified device and no recovery passphrase/key	Encrypted history cannot be recovered. Set up verification on your next login and store recovery details safely.
Someone else’s messages to you won’t decrypt	Ask them to verify their device; they may be sending from an unverified session.
Community room works but DMs do not	The community room isn't encrypted, but DMs require device verification. Verify your device to read them.
Mobile app login fails or loops	Check the homeserver is matrix.moinho-novo.com and use your Moinho ID email. For Element X, try QR login through Element Web. For FluffyChat, allow the browser to redirect to the app. See section 5.

For other chat issues (sign-in, loading), see Community chat. For polls and the Spotify playlist, see Community.

Related

• Community: polls, playlist, and page layout
• Community chat: opening chat and troubleshooting
• Profile: profile photo syncs to chat