Contact support
Email contact@teleprompterpal.com with “Vault” in the subject. Include your app version, iOS version, device model and a short description of what happened. Do not include your pattern, recovery words, access codes or private media.
Vault is operated by Second Wind, LLC, United States. This contact address is shared with our Teleprompter Pal support service.
Pattern setup and unlocking
Draw through at least six different dots and change direction. Each new selected dot is highlighted and provides a light selection haptic on supported hardware. The line follows your touch. Draw the same ordered pattern again to confirm it. If confirmation differs, clear it or redraw the confirmation when prompted.
Different patterns open separate vaults. The app does not show a list of your other vaults. A forgotten pattern cannot be reset by support.
Recovering access
Use Recover access and enter the 12 recovery words in their original order. Select the matching encrypted backup if one is needed, then choose a new pattern for that device. If neither the pattern nor the recovery words are available, we cannot decrypt the vault for you.
Keep your recovery words outside the app. Do not send them to us.
Photos, files and capture
Open your vault and choose Add. Select photos/videos, import documents, use the camera, or import an encrypted shared vault. Apple's permission and picker controls determine which originals are available. Check camera and microphone access in iOS Settings if capture is unavailable.
Imported originals remain in their source unless you explicitly choose a supported removal action and confirm it. Exporting readable media creates copies outside Vault's protection.
Backup and devices
Encrypted backup and sync require iCloud availability, the appropriate app entitlement, and sufficient Apple storage. Check your iCloud sign-in and network connection. Backup and sync settings apply to the current open vault. Keep an encrypted file backup and the recovery words if you need an independent recovery route.
A device or iCloud account change may require recovery or deliberate reconnection. Existing encrypted backups are not erased by a local duress action.
Purchases and cancellation
Open Free and Pro plans to review the available plans and Apple-provided prices. Restore purchases uses the Apple Account that made the purchase. Manage or cancel a subscription in your Apple Account's subscription settings. A lifetime purchase is a one-time purchase rather than a renewing subscription.
Existing vault contents remain readable and exportable when Pro expires. Apple handles purchase charges, billing and refund requests.