How can we help?
Most answers are below. If yours isn’t, write to us. A real person reads every email.
Common questions
I forgot my pattern or PIN. What now?
Your 12-word recovery phrase can still open the vault. If you’ve lost both the pattern or PIN and the recovery phrase, nobody can open the vault — not even us. There’s no account, so there’s no reset email.
How do I move OwlVault to a new iPhone?
There are two ways, and both need your recovery phrase. (1) Restore your iCloud or computer backup on the new iPhone, open OwlVault, choose Restore with recovery phrase and set a new pattern or PIN. (2) On the old iPhone, export an encrypted backup (.owlbackup) to Files or iCloud Drive, then import it in OwlVault on the new iPhone. Without the phrase, a vault can’t be opened on another iPhone.
I’m not getting expiry reminders.
Reminders are local notifications, so iOS has to allow them. Open Settings, go to Notifications, choose OwlVault and turn on Allow Notifications. A Focus mode can also hold notifications back.
Why don’t reminders say which document is expiring?
On purpose. Anyone can read a lock screen, so the reminder only says that a document in OwlVault expires soon. Open the app to see which one.
Can you recover my photos or documents?
No. There is no OwlVault server and we never have your files or your keys. That’s what keeps them private, and it’s also why we can’t restore them for you.
How do I get Pro back after reinstalling or on a new iPhone?
Make sure you’re signed in with the Apple ID you used to buy Pro, then open OwlVault’s Settings and tap Restore Purchases.
How do I cancel my subscription?
On your iPhone, open Settings, tap your name, then Subscriptions, and choose OwlVault. Cancel at least 24 hours before the end of the current period to stop the next renewal.
Can I get a refund?
Refunds for App Store purchases are handled by Apple. You can request one at reportaproblem.apple.com.