Support
One person reads the support mail, and replies. Start with the answers below — most questions land on one of them.
Get in touch
Write to us with the form below. To get a useful answer first time, include your macOS or iOS version, which version of Custodia you're running, and what you did just before the problem appeared.
Never send your master password, and don't send the contents of your vault. Nobody here can unlock a vault for you, so nothing about your password helps.
I forgot my master password
The contents cannot be recovered. This is not a policy that can be waived for a convincing case — there is no stored password, no escrowed key and no back door in the design, so there is genuinely nothing on our side to unlock. If there were, it would also be available to whoever took your laptop.
An app can't be added
That is deliberate. Custodia runs in the App Sandbox, and macOS won't launch an app that a sandboxed app has stored, so an app that went into the vault could never run again. Custodia refuses apps, and folders holding one, rather than break them.
Restore is missing for an item
Restore needs a recorded origin, and items that came from somewhere other than a file on this Mac — a backup from an iPhone, for instance — don't have one. Use Move Out… and pick a destination instead.
"Lock with Custodia" isn't in Finder's menu
It is a macOS Service, so it sits under Quick Actions or Services in the right-click menu, depending on how many you have. If it is not there, check that it is ticked in System Settings › Keyboard › Keyboard Shortcuts › Services.
My vault locked while I was still working
Auto-lock follows activity inside Custodia. Time spent working in an opened item in another app doesn't count as activity, so a long session there can run the timer out. Changes you saved are kept when it locks. Raise the interval, or set it to Never, from the gear menu.
Is there a refund?
Purchases go through the App Store, so refunds do too — request one from Apple through reportaproblem.apple.com. Apple handles the decision and the money; we never see your payment details.
Reporting a security issue
Send security reports through the form above, choosing Security, with steps to reproduce. The security page covers the model itself and what is in scope.