Before contacting support
Include your platform, device model, operating-system version, NullVault version and build number, the last action that completed successfully, and the exact non-sensitive error text. Note whether the issue happens every time and whether the device has available storage and current system updates.
For Android backup issues, identify the storage destination without sending the backup file or its phrase. Describe steps using sample labels instead of real filenames or vault names. If an attachment is essential, reproduce the problem with non-sensitive test content first.
For iOS backup or sharing issues, identify whether the problem involves the local vault, encrypted iCloud backup, a recovery phrase, or a separate sharing phrase. Do not send the phrase or any shared-vault content.
Protect your secrets
NullVault support will not ask for your vault pattern, a recovery or sharing phrase, decrypted content, an Apple ID password, complete card details, or remote control of an unlocked vault.
Support cannot bypass encryption, retrieve a forgotten phrase, or open a local vault on your behalf. Anyone claiming otherwise should be treated as untrusted.
Access and recovery help
I forgot a pattern
Do not keep trying familiar guesses if the app is applying a cooldown. Use the recovery option documented for your platform:
- Android device recovery: use the vault's device-recovery phrase while the encrypted vault remains on the original device.
- Android portable restore: use the valid encrypted backup file and its separate backup recovery phrase.
- iOS local or backup recovery: use the vault's 24-word recovery phrase with the supported recovery or iCloud restore flow.
Read recovery phrase versus encrypted backup before taking a reset or reinstall action.
I lost my recovery phrase
Support cannot reproduce it. If you still have access to the vault, follow the in-app instructions for reviewing or replacing recovery material only when that platform flow explicitly supports it. Do not reset, uninstall, clear app data, or change devices until you understand the consequences.
I lost or replaced my device
Recovery depends on whether the required encrypted backup and its recovery phrase exist. Android restore uses a portable encrypted backup file and its separate phrase. iOS restore uses encrypted iCloud backup history and the vault's 24-word recovery phrase. Never erase the old device until a non-sensitive restore test or the real recovery has completed successfully.
Backup and sharing help
NullVault is available on iOS and Android. Android portable backups are encrypted exported files with a separate backup phrase. iOS encrypted backups use the user's iCloud account and the vault's 24-word recovery phrase. Sharing on iOS uses a different phrase from both local unlock and recovery.
Sharing phrases are secrets and should use a trusted channel separate from contextual details.
Billing help
Purchases are processed by the App Store or Google Play, not this website. Store account history controls subscriptions, cancellation, renewal, trials, refunds, and restoration.
When contacting support about a purchase, provide the platform and a store transaction identifier only if requested. Remove personal payment information. Never email complete card details. Billing information is managed by the applicable app store.
Security reports
Send a responsible security report to support@nullvault.app with “Security” in the subject. Include the affected platform and build, impact in plain language, reproducible steps using test data, whether public disclosure has occurred, and a safe way to contact you.
Do not test against another person's data, disrupt a service, retain personal information, or send active secrets in ordinary email.
Personal safety and emergencies
NullVault is a privacy tool, not an emergency, legal, or personal-safety service. Duress and hidden-vault features cannot guarantee safety during coercion. If you face immediate danger, use local emergency resources or contact a qualified organization from a device and channel you consider safe.
Questions people ask
How quickly will support reply?
Response times are not guaranteed. Include complete non-sensitive diagnostic context in the first message so the issue can be triaged efficiently.
Can support remotely inspect my vault?
No. NullVault has no support backdoor or master recovery key for local content.
Should I email a crash screenshot?
Only after confirming it contains no vault name, image, filename, phrase, pattern, notification, account detail, or other sensitive information. Prefer copying non-sensitive error text.
Where are the legal documents?
Read the Privacy Policy and Terms & Conditions. Both documents apply to the website and NullVault applications. Privacy requests can be sent to support@nullvault.app with “Privacy request” in the subject.
Support guidance reviewed: 1 September 2026.