Support

Write to support@lockhearth.app. A person reads every message, usually within two days. Never send us your recovery words or a photo of your kit sheets; we will never ask for them.

I can't get into my vault

• If Face ID fails, use your device passcode.
• If the app asks for your recovery phrase, type the 12 words from your paper, in order. Spelling is checked as you type.
• If you have the printed family kit, scan any two of the three sheets.
• If you set up a trusted person, they can request access. It opens after your waiting period, once you approve.

New iPhone, iPad or Mac

Sign in with the same Apple Account and make sure iCloud Keychain is on. Open Lockhearth and wait; the key arrives through iCloud Keychain and your files through iCloud. If the app says it is waiting for the key, it will keep waiting rather than show an empty vault. You can also open it right away with your 12 words.

Checking that recovery still works

Settings, Recovery rehearsal lets you type your words and open a test vault without touching your real one. The monthly recovery check runs on its own and shows on Home when it last passed.

Lost or exposed recovery words

While you can still open the app, go to Settings and make a new phrase. If you think someone else saw your words or your kit sheets, choose to re-encrypt the vault as well, so the old words open nothing.

Family sharing

Each person needs their own Apple Account and iCloud. Invite them to a room from the room's share button; they accept on their device. Removing someone stops their access to future changes; anything they already saw may have been copied.

Purchases and refunds

Purchases are made through Apple. To restore them on a new device, open Settings, Restore Purchases. Refunds are handled by Apple at reportaproblem.apple.com. If you stop paying, you can still read and export everything.

Reporting a security issue

Please write to security@lockhearth.app with steps to reproduce. We reply within three working days and credit reporters who want credit.