Support

Vault keeps everything on your phone, so we cannot look up your vault, reset your PIN or recover your items for you. The answers below cover what you can do yourself.

I forgot my master PIN

On the lock screen, choose the option to reset your PIN and answer the reset question you picked during setup. You can then set a new PIN. Your items are kept.

I forgot my PIN and my reset answer

Nobody can recover them, including us. Delete the app and set Vault up again. This erases the vault, so you can only get your items back by importing a backup you exported earlier.

It says “Too many attempts”

After five wrong tries, Vault makes you wait before the next one. The wait starts at 30 seconds and doubles each time, up to 15 minutes. Wrong PINs and wrong reset answers count together, and restarting the app does not clear the wait.

Face ID or fingerprint doesn't unlock the vault

Check that biometric unlock is switched on in Vault's Settings and that Face ID or a fingerprint is set up on your phone. Your master PIN always works.

Backing up, or moving to a new phone

Vault does not sync between devices. In Settings, choose Export Backup to create an encrypted backup file and save it somewhere safe. On the new phone, set up Vault, then choose Import Backup in Settings and enter the PIN the backup was made with.

My backup won't import

• “Wrong PIN, or the file is damaged”: enter the PIN that was used when the backup was exported, and check the file copied over completely.
• “This backup was made by a newer version of Vault”: update the app, then try again.
• “This file isn't a Vault backup”: pick the file that Export Backup created.

I deleted the app

Deleting the app deletes your vault. If you exported a backup beforehand, reinstall Vault and import it. Without a backup, the items cannot be restored.

Vault keeps locking itself

That is auto-lock. Change how long it waits in Settings, under Auto-Lock.