Support

What if I forget my pattern or PIN?

Use the vault’s 12-⁠word recovery phrase. Each vault has its own 12-⁠word recovery phrase (BIP-⁠39), shown once. We never see it and cannot reset it. If you forget your pattern, the phrase gets you back in.

1. On the unlock screen, tap “Forgot pattern?” or “Forgot PIN?” on iPhone, or “Forgot your code?” on Android.
2. Type the 12 words you wrote down when you made the vault.
3. Choose a new pattern or PIN.

If the phrase is lost too, nobody can open that vault. Not us, not Apple, not Google.

How do I restore my Pro purchase?

Open the Pro screen in AlbumVault and tap Restore purchases (on Android, Restore purchase). Use the same Apple Account or Google account you bought Pro with.

There is no AlbumVault account, so your purchase belongs to your Apple Account or Google account.

How do I cancel a subscription?

Cancel it in your Apple Account or Google Play settings. Apple or Google bill the subscription, and deleting the app does not cancel it.

• iPhone: open Settings, tap your name, tap Subscriptions, choose AlbumVault, then tap Cancel Subscription.
• Android: open the Google Play Store app, tap your profile picture, tap Payments & subscriptions, then Subscriptions, choose AlbumVault and tap Cancel subscription.

Cancel at least 24 hours before the current period ends to stop the next charge. Pro stays on until the end of the period you paid for.

Apple: cancel a subscriptionGoogle Play: cancel a subscription

How do I move to a new phone?

Save a backup file on the old phone, then restore it on the new phone’s welcome screen, before you set up a vault there. The hardware key cannot move to a new phone, so on a new phone, or a phone restored from a backup, a vault opens only with its recovery phrase. Keep the phrase safe before you switch phones.

1. On the old phone, open the vault and tap Save a backup file. Save it to Files, a computer or a drive you trust, somewhere the new phone can reach.
2. Install AlbumVault on the new phone. Don’t set up a vault yet: on the welcome screen, tap I have a backup file. On Android it says Restore from a backup.
3. Pick the backup file, type the vault’s 12-⁠word recovery phrase, then choose a new pattern or PIN.
4. Do the same for each vault. Each vault has its own backup file and its own phrase.

AlbumVault is built for iPhone and Android. Move a vault between them with an encrypted transfer file and its recovery phrase.

Paid for Pro? Restore your purchase on the new phone too.

How do I delete all my data?

Delete the AlbumVault app. That deletes its vaults, and the photos in them, from the phone.

• Backup files you saved elsewhere, for example in Files or on a computer, stay there until you delete them yourself.
• We never have your photos or your keys, so there is nothing for us to delete.
• Deleting the app does not cancel a Pro subscription. Cancel it in your Apple Account or Google Play settings.

Without a backup file and its recovery phrase, deleted vaults cannot be brought back.

Why is Face ID or fingerprint not offered?

Face ID or fingerprint only shows up when it is set up on your phone and AlbumVault is allowed to use it. It is optional, and you turn it on inside the vault.

• iPhone: set up Face ID in Settings > Face ID & Passcode. Then allow AlbumVault to use it in Settings > Apps > AlbumVault (on iOS 17, Settings > AlbumVault).
• Android: set up a fingerprint in your phone’s settings first. AlbumVault uses only biometrics that Android rates as strong, so on many phones face unlock is not offered.
• Face ID or fingerprint can open at most one vault. Your other vaults always need their pattern. Turning it on for one vault turns it off for the other.

Why was no break-⁠in photo taken?

Break-⁠in photos are off until you turn them on, and a photo is taken only after the 3rd wrong try in a row. They are part of Pro.

• Turn them on inside the vault that should receive the photos. One vault on the phone collects them; turning them on in another vault moves them there.
• Allow camera access. iPhone: Settings > Apps > AlbumVault > Camera. Android: Settings > Apps > AlbumVault > Permissions > Camera.
• The photos appear in an album named Break-⁠in attempts the next time you open that vault.

Break-⁠in photos (Pro): after 3 wrong tries AlbumVault can take a front-⁠camera photo, encrypted so only your vault can open it. The phone’s camera indicator still lights up when the photo is taken, so the person may notice.

Contact us

Email [email protected]. Tell us which phone you use (iPhone or Android) and what you were trying to do.

Never send us your pattern, PIN or recovery phrase. We will never ask for them.

There is no AlbumVault account, so we cannot look up your vaults or reset anything for you.