Support

Opening the vault

How do I open the vault from the calculator?

Type your PIN on the calculator and press =. If you turned on Face ID or fingerprint for the calculator (Settings → Appearance), long-press = instead.

How do I reach the normal lock screen?

Press and hold AC for 5 seconds. The lock screen offers your PIN, biometrics, "Use passphrase" and "Forgot? Recover with 24 words". You can also switch to the plain lock screen in Settings → Appearance.

I typed the wrong PIN several times and nothing happens.

After five wrong attempts the app waits before accepting another one: 30 seconds at first, doubling up to one hour. On the calculator this happens silently. Your passphrase works at any time from the lock screen and resets the wait.

Forgotten PIN or passphrase

I forgot my PIN.

On the lock screen, choose "Use passphrase". Once in, you can set a new PIN in Settings → Security.

I forgot my PIN and my passphrase.

Choose "Forgot? Recover with 24 words" on the lock screen and enter your recovery phrase. You then set a new passphrase and PIN.

I lost my recovery phrase too.

Then the vault can't be opened by anyone, including us. Your files are encrypted with keys only you control, and we have no copy. This is what keeps them private.

Phones, backups and files

Can I move my vault to a new phone?

Not yet. The vault lives only on the phone where you created it and is not included in iCloud or Google backups, so it stays behind when you change phones and is deleted if you uninstall the app. Keep other copies of files you can't afford to lose.

I imported photos. Why are they still in Recently Deleted?

After an import you can remove the originals from your gallery. On iPhone they then stay in Photos → Recently Deleted for 30 days: empty it to remove them for good. On Android, also delete any copy backed up to Google Photos.

Why is my screen recording or screenshot black?

The vault protects its content from screenshots and screen recording. On iPhone, screenshots can't be blocked, so the app warns you after one is taken.

Ads and purchases

How do I remove the ads?

Settings → Remove ads. It is a one-time purchase, not a subscription.

I bought Remove ads but see ads on a new phone.

Open Settings → Restore purchase while signed in to the same App Store or Google Play account you bought it with.

How do I change my ad privacy choices?

Settings → Ad privacy choices (shown where the law requires it). See also our Privacy Policy.

How do I get a refund?

Refunds are handled by the store: Apple or Google Play.

Your account

How do I delete my account data?

In the app: Settings → Account → Delete my account data. Without the app: see Delete account data.

Reporting abuse

E-mail support@mozget.com.