Start with checks that preserve your data
- Note the app version, device model, operating-system version and the action that failed. Keep the original files, encrypted vault and recovery material intact. Do not uninstall or clear app storage as a first fix.
- For imports or previews, check device storage and whether the format is supported. Try a small non-sensitive test file. Use decrypted export only when you deliberately want a readable copy outside the vault.
- For cloud problems, check connectivity, provider account access, the selected vault’s sync setting and storage allowance. Read conflict notices before making changes. A camera or iCloud feature may not be available in a simulator; verify it on a physical device.
Send a useful support request
Open Help & support in app settings to visit this help centre, or use the website’s support form. Feedback & requests in the app can also send a bug report or feature request. Include what you tried, what you expected and the exact non-sensitive error text. Provide an email address if you want a reply.
Never send a recovery phrase, unlock pattern, connection code, share secret, private file or screenshot containing sensitive content. Support cannot decrypt a vault or restore a lost secret. Use synthetic sample files if an issue needs an example.
Before relying on instructions for a newer interface
App Store and Google Play releases may arrive after changes documented in the development changelog. If a button is missing, check your installed version and the relevant platform first. Mention the version in your support request so we can distinguish a release difference from a fault.