Support
Need help with Secure Vault? Most questions are answered below. If not, email [email protected] with your device model, iOS version and what happened — we read every message.
Passcode and unlocking
I forgot my passcode
For your security there is no back door: we cannot reset your passcode or open your vault. If you turned on Face ID or Touch ID, you can still open the vault with it — export your files first (Settings → Export All Files). The only way to set a new passcode without the old one is to delete and reinstall the app, which deletes the vault.
“Too many attempts. Try again in … seconds”
After 5 wrong passcodes Secure Vault waits before allowing another try, doubling the wait each time. Wait for the countdown, then enter the correct passcode.
How does the calculator lock work?
With the calculator lock on, the app opens as a working calculator. Type your passcode on the number keys to open the vault.
Encryption, backups and new phones
Are my files encrypted?
Yes. From version 1.1, photos, videos and files are encrypted on your device with AES-256. Files added with earlier versions are encrypted automatically in the background the first time you open 1.1 — keep the app open for a while if you have many large videos. File and album names are not encrypted.
I'm moving to a new iPhone
Use iCloud Backup, Quick Start, or an encrypted backup on your computer (in Finder or iTunes, tick “Encrypt local backup”). These carry the encryption key with your vault. A computer backup that is not encrypted does not, and the vault cannot be opened after restoring it.
“Encryption Key Not Found”
Your vault was restored without its key — usually from an unencrypted computer backup. Nothing has been deleted. Restore the device again from an iCloud backup or an encrypted computer backup made before the move.
Wi-Fi transfer
How do I copy files to or from my computer?
Open an album, tap + and choose WiFi, then type the address shown into a browser on a computer on the same Wi-Fi network. Enter the 6-digit PIN shown on your iPhone. Keep the screen open while transferring; the transfer stops when you leave it or after 10 minutes without activity.
The page doesn't open
Check that both devices are on the same Wi-Fi network (not a guest network that isolates devices) and that you typed the address exactly, including :8080. Some company and public networks block connections between devices.
Premium
I paid but premium isn't unlocked
Open the premium screen and tap Restore Purchases, signed in with the Apple ID you bought with. If it still doesn't unlock, email us the date of purchase and the plan; please don't include your Apple ID password.
How do I cancel my subscription?
Settings → [your name] → Subscriptions → Secure Vault. Deleting the app does not cancel it.