Most questions are answered below. If yours isn’t, write to us and a person will read it.
Please don’t send your passphrase, a transfer code or a transfer file. We never need them, and nobody here can open your vault with them or without them.
Your vault moves as one encrypted file that you send from the old phone to the new one. The move guide has the steps for every pair of phones, iPhone or Android, either way round. The same guide is in the app under Settings, then Changing phones, then How moving works.
Your vault can’t be opened without it, by you, by us or by anybody else. There is no reset link and no recovery key, because either one would be a way in for somebody who isn’t you.
In the app, open Settings and tap Report a problem. It gathers what the app knows about the build, your phone and the last few screens you were on, with no item names, serial numbers or passphrase, and you can read all of it before it goes anywhere. Add a line about what you were doing, and a screenshot helps.
Your subscription is with Apple or Google, so it’s changed or cancelled there. On an iPhone, open Settings, tap your name, then Subscriptions. On Android, open Google Play, tap your profile picture, then Payments and subscriptions, then Subscriptions. Deleting the app or your vault doesn’t cancel it. Refunds are decided by Apple or Google, and you ask them through the same place.
The steps are on the home page under Delete Vault, including what to do if you no longer have the app. There is no account to close.
We can’t see your inventory, recover a vault, or restore one that was deleted, because we never had a copy. We also can’t tell you whether something is covered by an insurance policy. That’s a question for your insurer.