Cannot See a Conversation

If a conversation does not appear in your Messages list, the issue is usually related to account mismatch, conversation filters, membership status, or school context.

Follow the steps below to identify the cause.

Step 1: Make Sure You Are Using the Correct Account

The most common cause is using the wrong account.

Confirm that:

You are signed in with the correct email address.
You did not switch accounts recently.
You are not using a secondary or test account.

If you are unsure, sign out and sign back in.

Step 2: Check Message Filters

Your Messages list may have filters applied.

For example, you may be viewing:

Unread conversations only
Conversations from a specific school
Search results instead of the full list

Clear any filters or switch to All Conversations.

Step 3: Confirm You Are Still a Participant

You will not see a conversation if:

You were removed from the group
You left the group
The group was deleted
Your role changed and access was removed

If you believe this happened by mistake, contact the group administrator.

See:
→ Leave a Group Conversation

Step 4: Check If the Conversation Was Archived

Archived conversations may not appear in the active conversation list.

Try the following:

Search for the conversation name
Search for the participant name
Send a message to the same user (for direct messages)

Archived conversations may reappear when new messages are sent.

Step 5: Verify School Context

Some conversations belong to a specific school.

Make sure that:

You are viewing the correct school
The group belongs to that school
You did not switch to a different school context

Changing the school context may hide certain conversations.

Step 6: Check If the Direct Message Was Closed

If the conversation was a direct message (DM):

You may have closed the conversation
It may reopen when the other user sends a message
You can search for the user to reopen the conversation

See:
→ Close a Direct Message

Step 7: Search for the Conversation

Use the search feature to look for the conversation by:

Conversation name
Participant name
Message content

The conversation may still exist but not appear in the main list.

Common Scenarios

The Conversation Disappeared Suddenly

Possible reasons include:

You were removed from the group
The group was deleted
The conversation was archived
The school context changed

Others Can See the Conversation but I Cannot

This may indicate:

Membership removal
Role restrictions
Account mismatch
School policy enforcement

I Can See It on Another Device

This may indicate:

Browser cache issues
Session problems
Different filters applied

Try refreshing the page or clearing your browser cache.

When to Contact a School Administrator

Contact your administrator if:

You believe you were removed by mistake
Your role changed unexpectedly
The group should be visible but is not

Administrators control group membership and permissions.

When to Contact Platform Support

Contact support if:

Conversations disappear for multiple users
Messages are missing unexpectedly
You see repeated system errors
Search does not return expected results

See:
→ Contact Support

Provide the following information:

Conversation name
School name (if applicable)
Your account email
Screenshot of the issue (if available)
Time when the issue occurred