Support
Step-by-step help for every screen
The App help pages show each screen of the app with short steps. For quick answers see the frequently asked questions, or go straight to [Contact](#contact-us).
Before you write
Nobody at StrongRoom can see, recover or reset your Vault. We never have your pattern, passphrase, Recovery Phrase or files. Please never send them to us, in a message or a screenshot.
Common problems
I forgot my pattern or passphrase.
On the lock screen tap "Forgot your pattern or passphrase?" and use your 12-word Recovery Phrase or your Recovery PIN. Read more: Getting back in: Recovery Phrase and Recovery PIN
I lost my phrase.
If you can still open the Vault, go to Settings and choose a new Recovery Phrase. If you cannot, the Vault cannot be opened.
I got a new phone.
Restore from your Export Package on a fresh install, with the Vault's Recovery Phrase. Read more: Export Package: your Vault as one encrypted file
I deleted the app.
Its data is gone unless you have an Export Package.
I drew a pattern and got an empty Vault.
That means no Vault uses that pattern. Try the right one; every attempt counts toward the guess limit.
The app made me wait.
After ten attempts in five minutes each attempt waits longer, up to an hour. Wait it out.
My import was refused.
The free app holds up to 10 items in its one Vault. Pro lifts the limit. Nothing is lost. Read more: Free to use. Pay only for more room.
Restore purchases.
In Settings, open Pro and choose Restore purchases. It needs your Apple Account.
Cancel a subscription.
Do it in your Apple Account settings, not in the app.
I want to delete my data.
Delete the app; that deletes its data.
Contact us
Email hello@getstrongroom.com. Please say what phone and iOS version you have, what you were doing and what happened. Do not include your pattern, passphrase, Recovery Phrase, Recovery PIN or files. We read every message and aim to reply within 3 business days. There is no form, so nothing you type on this site is stored.
What we can and cannot do
We can help with import problems, purchases, languages, bugs and questions. We cannot recover a Vault, reset a credential, show a Recovery Phrase or look inside anything. That is the point of the app.
Payments and refunds are handled by Apple; see how to request a refund from Apple (checked on 2026-10-30).