"connecting..." below chat, and "can't send messages"

I received a SimpleX link to a chat, and when I click on it, i can see their welcome message template

"Thank you for contacting o0o0o0o0. We will respond as soon as possible. Please clearly describe your request here so that we can assist you promptly"

Beneath that it says "connecting..."

And in the text entry field it says "can't send messages"

If I click in the text entry field I receive a pop up saying "You can't send messages!" with "ok" to close it.

I have gone to settings and selected restart. I have tried on two different devices, VPN on and off.

I have left it "connecting..." for over an hour (no change).

I have gone to their chat profile and says network status is connected and that "You are connected to the server used to receive messages from this connection"

I don't know what else to check, hoping somebody here will be able to help.