Support

Need help with Cloister? Email plaes.dev@gmail.com.

Frequently asked questions

How do I create a PIN?

Choose 6 to 12 digits and enter the same PIN twice. The app rejects PINs that are easy to guess, such as repeated digits (111111), straight runs (123456), repeating patterns (121212), year-like numbers and common keypad patterns. Pick something that is not a date or a pattern. There is no recovery key, so remember your PIN: see "I forgot my PIN" below.

How do I add photos, videos or PDFs?

Tap Add, then choose Photos & Videos or Files. Supported files are JPEG, PNG and HEIC photos up to 100 MB each, MOV and MP4 videos up to 500 MB each, and PDF documents up to 200 MB each.

Why are my originals still in Photos or Files?

Adding a file copies it into the vault. The original stays where it was until you delete it there. The app never deletes originals.

What does the free plan include?

The free plan holds 10 items. Viewing, exporting and deleting your items is always free, even if you never upgrade. Premium removes the limit on new items.

How do I unlock with Face ID or Touch ID?

Turn it on in Settings. Your PIN always works. If the Face ID or Touch ID setup on your iPhone changes, it turns off and you use your PIN. You can turn it on again in Settings.

I forgot my PIN. What can I do?

If Face ID or Touch ID is on, unlock with it, then open Settings and choose Reset PIN with Face ID (or Touch ID). If it is not set up, the vault cannot be opened, and nobody can recover it for you. There is no recovery key, and we cannot reset your PIN. Your files in the vault are lost for good. You can then erase the vault and start over. Erasing permanently deletes the encrypted files in the vault. Originals in Photos and Files are not affected.

Why do I have to wait after a wrong PIN?

After 5 wrong PINs in a row the app waits 30 seconds before the next try. The wait grows with each further wrong PIN, up to 1 hour. Changing the date or time on the phone does not shorten it, and the time you have waited so far is kept if you close the app. Face ID or Touch ID still works during the wait, but using it does not reset the count of wrong PINs. Nothing is deleted because of wrong guesses.

How do I restore a purchase?

Open Settings in the app and tap Restore Purchases. Use the same Apple ID you bought with.

How do I cancel my subscription?

Subscriptions are managed by Apple. On your iPhone, go to Settings › Apple ID › Subscriptions, choose Cloister, and cancel. In the app, Settings › Manage Subscription also opens subscription management.

I am getting a new iPhone. How do I move my files?

The vault does not move through an iPhone backup and restore, because the key stays on the original iPhone. If you restore a backup onto a new iPhone without exporting first, the encrypted files arrive but cannot be opened, and there is no way to recover them. Before you change phones, open Settings › Export all and choose a folder. Exported copies are not encrypted, so store them somewhere safe. On the new iPhone, install the app, create a PIN, and use Add › Files to import the exported copies.

Does a backup contain my vault? What happens to items I deleted?

On iPhone, an iCloud or computer backup of the phone includes the encrypted vault files. They are encrypted, but the number and size of items are visible to anyone who can read the backup. Deleting an item removes it from the phone, not from backups made earlier, and restoring an older backup onto the same iPhone can bring deleted items back. Delete old backups if that matters to you. On Android, the app is excluded from Android backup.

Can someone take a screenshot of my vault?

While the vault is unlocked, the app asks the operating system to block screenshots and screen recordings and to hide its contents in the app switcher. This depends on the operating system and does not stop someone photographing the screen. If you export a file, the exported copy is not protected by the app at all.

How do I erase the vault?

Open Settings › Erase vault and follow the typed confirmation. If you have forgotten your PIN, the same option is on the Forgot PIN? screen. This permanently deletes everything the app stores. Originals in Photos and Files are not affected.

Does the app send my files to anyone?

No. Read the privacy policy for details.