Support
Cipher is not released yet, so there is nothing to troubleshoot in the app today. This page will grow with the launch.
Contact details are coming. A public support address will be added before the app launches. Until then there is no support inbox to write to, and we do not want you sending sensitive material to an unofficial address.
Things to know now
- Forgot your unlock? Use your twelve-word recovery phrase in the app to set a new one. Your files remain.
- Lost the phrase and still unlocked? Create a new phrase in Settings, then make a new backup.
- Lost both? The files cannot be recovered by anyone. Cipher has no master password and no back door.
- New iPhone? Restore from a backup file with that vault’s phrase. Details.
- Pro not showing on a new device? Use Restore Purchases with the same Apple Account. Restore needs a connection to the App Store.
- Files show a lock? The seven-day trial has ended and Lifetime Pro is not active. Your files are safe and encrypted, and nothing has been deleted. Unlock Lifetime Pro, or tap Restore Purchases if you already bought it, and everything opens again. You can also choose “Export my files” to save them without paying. An exported copy is no longer protected by Cipher.
- Trial not starting or already used? The free trial can be used once per Apple Account. It needs an Apple Account signed in on the iPhone and a connection to the App Store.
Never share your recovery phrase or unlock with anyone, including anyone claiming to be Cipher support. We will never ask for it.