1. Contact us
The fastest way to get help is by email: emeldoquiroz01@gmail.com. We usually reply within 1–2 business days.
To report an issue, tell us which device and app version you use and describe the steps to reproduce it. Never send us your master key or your passwords: by design we do not need them and cannot see them.
2. Getting started and unlocking
When you first open the app you create a master PIN/key that protects your vault. It is the only key that decrypts your data and it is never stored on any server.
You can enable Face ID or fingerprint to unlock faster. The local vault works offline with no account required.
3. I forgot my master key
By our zero-knowledge design, we do not know and cannot reset your master key. There is no "reset password" we can perform for you.
The only way to regain access is your Emergency Kit (recovery code) generated when you started. Keep it offline in a safe place. Without it and without the master key, the encrypted data cannot be recovered.
4. Subscription: buy, restore and cancel
The local vault is free. Cloud sync is an optional yearly subscription bought inside the app via the App Store.
If you switch devices or reinstall, use "Restore purchases" on the account screen to recover your subscription.
To cancel or manage renewal: iOS Settings → your name → Subscriptions → Nova Passwords. Cancellation is handled by Apple; refund requests are made through Apple at reportaproblem.apple.com.
5. Sync and devices
With an active account, your vault syncs end-to-end encrypted across your devices. Each new device must be approved from an already-trusted device (per-device trust) before it can sync.
If a device does not appear or does not sync, check your connection and that the subscription is active, and approve the device from a trusted one.
6. Delete your account and data
You can delete your account from the account screen in the app. When you do, we remove the encrypted blobs and associated data from our production systems within a reasonable period.
If you need help with deletion, email us at emeldoquiroz01@gmail.com.
7. Security and privacy
You can find the technical details on our Security and Privacy pages. If you believe you found a vulnerability, please report it responsibly to the contact email.