Support

ZenSMS support and diagnostics

Start here before emailing support. Many missing-message, RCS, MMS, folder, backup, and antivirus questions can be checked with the steps below or the FAQ.

For MMS or missing-message issues

Please attach a Diagnostic Bundle. It helps identify carrier, APN, network, permission, and MMS state-machine issues specific to your device.

1. Open ZenSMS.
2. Go to Settings -> Diagnostics -> Run diagnostics & share logs.
3. Tap Run MMS Diagnostics if you want to see the checks before sharing.
4. Tap Generate Debug Bundle.
5. Tap Share Bundle.
6. Email the bundle to support@zensms.app.

The bundle includes device/app settings, permission states, message counts, self-test results, and recent MMS send/download events. It does not include message bodies, contact names, attachment content, or phone numbers in readable form.

For SMS or MMS delivery issues

• Your device model and Android version.
• Your mobile carrier and whether you use dual SIM.
• Whether mobile data is enabled. MMS usually needs mobile data even when Wi-Fi is connected.
• Whether ZenSMS has background data access: Android Settings -> Apps -> ZenSMS -> Mobile data -> Allow background data.
• Whether ZenSMS is unrestricted for battery: Android Settings -> Apps -> ZenSMS -> Battery -> Unrestricted.
• Whether the issue affects one contact, group messages, pictures, videos, or all messages.
• Any error text shown by ZenSMS.

For folder and inbox organization issues

ZenSMS has system folders and custom folders. System folders organize messages automatically. Custom folders and rules are premium features.

• To move a conversation: long-press the conversation -> Move to Folder.
• To manage folders: tap the + button in the folder tab bar.
• When reporting a folder issue, include the folder name, rule type, sender, and whether the conversation was imported or newly received.

For RCS-related missing messages

No third-party SMS app can receive RCS. If messages stop reaching you after switching from Samsung Messages, Google Messages, Verizon Messages+, or another RCS-capable app, Google recommends turning RCS chats off.

When you have the device, use Google Messages: Messages settings → RCS chats, and turn RCS chats off. You can keep ZenSMS as your default SMS app. If you cannot use the device, use Google’s deactivation portal at messages.google.com/disable-chat.

ZenSMS cannot receive or import RCS, and it cannot convert old RCS groups. See the Google Messages switching guide for the full notes.

Privacy note

Do not paste private message content into a support email unless you intentionally choose to share it. ZenSMS diagnostic tools are opt-in and are designed to avoid including message bodies or attachment content.

Security scans and false positives

Some mobile security apps use generic rules for apps that can send, receive, or read SMS. Those permissions are required for a default SMS replacement app, but they are also permissions that real SMS malware can abuse. That is why a generic label like AdLibrary:Generisk or trojan.adlibrary/generisk is a weak signal by itself, not the same thing as a confirmed malware finding.

A stronger warning would be multiple major vendors flagging the same build with a specific malware family, especially vendors such as Bitdefender, Google, Microsoft, Kaspersky, ESET, Sophos, Malwarebytes, or similar high-signal engines.

Independent privacy check

Exodus Privacy's public ZenSMS report currently shows 0 trackers. Their latest indexed report can trail the newest Google Play release, so treat it as independent evidence of the app's tracker profile, not as a scan of every current rollout build.