How can we help?
Most questions are answered below. For anything else, email support@vault2fa.app.
Never send an authenticator secret or a backup passphrase by email. We will never ask for one, and nobody legitimate will either.
Common questions
I got a new phone. How do I move my codes?
On the old phone: Settings → Backup → Export encrypted backup, choose a passphrase, and save the file somewhere you can reach from the new phone — Files, iCloud Drive, AirDrop. On the new phone: Settings → Backup → Restore from backup, pick the file, enter the passphrase.
Codes are not moved automatically by iCloud or a device transfer. That is deliberate. Make the backup before you wipe the old phone.
I lost my phone and I don't have a backup.
The secrets were only on that phone and cannot be recovered by anyone, including us. Use the recovery codes each service gave you when you set up two-factor, or contact each service's support. Then make a backup on the new phone — the app will remind you until you do.
I forgot my backup passphrase.
The file cannot be opened without it. There is no reset, because nothing about the passphrase is stored anywhere. If the app is still installed, make a new export with a passphrase you'll remember.
A code is being rejected by the website.
Almost always the phone's clock. Codes are computed from the current time, and a clock more than a few seconds off produces the wrong code. Check Settings → General → Date & Time → Set Automatically is on.
If only one account misbehaves, open it and check the digits, algorithm and period match what the service expects — nearly everything uses SHA-1, 6 digits and 30 seconds.
Can I open a backup without the app?
Yes. The file is a documented format that a short Python script can decrypt — see Backup format. Inside are standard otpauth:// links that any authenticator can import.
Why doesn't it sync between my devices?
Because syncing means your secrets exist on a server, and not having that is the point of this app. Use an encrypted backup to move accounts between devices deliberately.
Face ID isn't offered.
Vault2FA uses whatever the device has: Face ID, Touch ID, or the passcode. If Face ID is set up but not offered for Vault2FA, check Settings → Face ID & Passcode → Other Apps.
How do I move an account to a different authenticator?
Open the account, tap Reveal secret (Face ID), then Show QR code. Scan it with the other app. Nothing is locked in.
Contact
Email support@vault2fa.app. Include your iOS version and what you tapped just before the problem — that usually gets it solved in one reply.