Help
Support
Questions about Vault9? Write to us.
Contact us
Email: support@vault9app.com
We read every message, and we try to answer within a few days. Tell us all the details that you think are important. More detail helps us to help you faster. Thank you for writing to us!
We cannot see your files or reset your pattern or passphrase. Never send us your pattern, passphrase, Secret Key, Emergency Kit or files from your vault. We do not need them.
Common questions
I forgot my pattern or passphrase
Read it from your Emergency Kit, if you wrote it there. If you did not, the vault is lost for good. Nobody can reset it, not even us.
I lost my Emergency Kit
If you still have your iPhone, print the same kit again from Settings. If someone else may have seen your kit, change your pattern or passphrase at once.
I have a new iPhone, or I lost my iPhone
Open the vault from the iCloud backup on the new iPhone. The app asks you to scan or type the Secret Key from your Emergency Kit once. Then you enter your pattern or passphrase. Items that are not in the iCloud backup are gone. See what can go wrong.
I deleted the app
Deleting the app deletes the vault on that iPhone. You get it back only from the iCloud backup. Deleting the app does not cancel a subscription.
Is my vault backed up?
While an item is not backed up, the app shows a banner and a status line, and sends at most one notification a day. The iCloud backup is not a guarantee, so keep another copy of your important files in a different place.
How do I restore Vault9 Pro?
Tap "Restore Purchases" on the purchase screen. Use the Apple Account that made the purchase. Vault9 Pro is not shared through Family Sharing.
How do I cancel my subscription?
On your iPhone, go to Settings, tap your name, then tap Subscriptions. Cancel at least 24 hours before the end of the current period.
How do I get a refund?
Apple sells and charges all purchases, so ask Apple for a refund at reportaproblem.apple.com. Your rights as a consumer are not affected.
How do I send you the activity log?
In the app, go to Settings, then Support, then Activity log, and tap "Send to support". The app shows a reference code. Put this code in your email. The log holds no files, names, passwords or keys, and it leaves your iPhone only when you send it.
How do I turn off usage statistics?
In the app, go to Settings, then Privacy, and turn off "Share usage statistics".
How do I report a security problem?
Write to support@vault9app.com.
