Support
Write to support@alexarix.com. Please include your iOS version and device model. Never send us your recovery phrase or your pattern — we do not need them, and anyone who asks for them is not us.
Common questions
I forgot my pattern. What now?
On the lock screen choose Use recovery phrase and enter your nine words, then draw a new pattern for the existing vault on this device. The phrase does not restore missing files or transfer the vault to another iPhone; cloud backup is not available in this version.
I lost the recovery phrase too.
A working pattern or an already enrolled biometric unlock may still open your vault. If either still works, export important files while you have access. If you have no working pattern, recovery phrase or biometric unlock, we cannot restore access. A recovery phrase cannot restore files that are no longer on the device.
I moved to a new iPhone and my vault is empty.
Vault keys are bound to the Secure Enclave of the device that created them, so they do not migrate in a device transfer. Encrypted iCloud backup is not in the current version, so for now the content stays on the device that holds it. Export important files before moving to another iPhone, and keep the old device while you still need access to its vault.
Why does the app warn me about importing from Photos?
When you pick items through the system photo picker, iOS makes a brief unencrypted copy inside the app's container before Kryptra can seal it. We cannot avoid that on this path, so we say so rather than hide it. Shooting with the in-app camera has no such window.
"Deleting the original" from Photos — what actually happens?
iOS moves it to Recently Deleted for 30 days, and it may still exist in iCloud Photos. Kryptra cannot shorten that. If it matters, delete from Photos yourself and empty Recently Deleted.
I paid but Pro did not turn on.
Open the paywall and tap Restore purchases. If it still does not unlock, email us with the date of purchase and we will trace it — do not buy a second time.
Can you recover a file for me?
No. There is no mechanism by which we could, which is the same reason nobody else can either.
Reporting a security issue
Send details to support@alexarix.com with "security" in the subject. We would rather hear about a weakness than have it stay unfixed, and we will credit you if you want that.