Support

We read every message. Usually a reply within one business day.

Common questions

I forgot my passcode. Can you help?

No, and this is by design. Your passcode is the only key and it is never stored anywhere — not on your device, not with us. There is no reset link and no master key. If you have an exported backup and remember its passphrase, restore from that. Otherwise the content cannot be recovered by anyone.

How do I back up my vault?

Settings → Backup → Back up vault. Choose a passphrase of at least 12 characters, then save the file to Files, iCloud Drive or a computer. Write the passphrase down somewhere safe — it is the only way to open that archive.

How do I restore a backup?

Settings → Backup → Restore from backup, pick the .vaultlybackup file and enter its passphrase. Items are added to your current vault; anything already there is left alone.

How do I hide the app itself?

Settings → Make it stronger walks through all eight steps, including disguising the icon, removing Vaultly from the Home Screen, and hiding it from Spotlight.

What is the decoy vault and how do I set it up?

It is a second vault with its own passcode and its own photos. Entering that passcode at the lock screen opens the decoy instead of your real vault, and there is no way to tell from inside it that another vault exists. Turn it on in Settings → Disguise → Decoy vault, then put a few ordinary photos in it so it looks used.

Break-in alerts are not capturing anything

Check that camera access is allowed in the iOS Settings app under Apps → Vaultly, that break-in alerts are on in Vaultly's settings, and that the failed-attempt threshold has actually been reached. Capture is skipped if the front camera is unavailable.

I paid but Pro is not unlocked

Tap Restore purchases in Settings while signed in to the Apple Account you bought with. If it still does not appear, email us with the date of purchase.

How do I cancel my subscription?

Open the iOS Settings app, tap your name, then Subscriptions, then Vaultly. Cancelling stops future renewals; you keep Pro until the current period ends. We cannot cancel it for you — only Apple can.

Are my photos on your servers?

There are no servers. The app has no networking code. Everything stays on your device, encrypted. See the privacy policy.

Reporting a security issue

If you believe you have found a vulnerability, email support@photovaultly.com with the subject line "Security". Please give us a reasonable window to fix it before disclosing publicly. We take these seriously and will credit you if you would like.