An encrypted event cannot be opened
Refresh keys after rotation and identify when an older key is no longer available.
A missing-key message does not always mean the event is permanently unreadable. Key rotation and iCloud Keychain sync can leave the event and its key briefly out of step.
- Refresh the event or return to the agent timeline and open it again.
- Open Settings > Privacy > Encryption Keys.
- Tap Sync from iCloud.
- Quit Agent Approve and reopen it so the app reloads keys from Keychain.
- Confirm iCloud Keychain is enabled and the device is using the expected Apple account.
You can also open the computer under Encryption Keys. If its active key is marked Missing from Keychain, sync from iCloud before considering a manual recovery.
When refresh cannot help
An old event remains unreadable if its key was removed, discarded by the selected Key Retention policy, or never synced to this device. Pairing again establishes a key for new events. It does not recreate a discarded key.
Do not paste a key from the computer into chat or email. If you need help, send the safe status, the approximate time of the event, whether rotation had recently occurred, and the short key identifier shown by the app.