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If you still have the device, first confirm another trusted device has current data, remove the old device from that other device’s Trusted Devices list, and then use Delete Local Vault on the old device before handing it over. If it is missing, remove it from another trusted device and run Sync until the removal completes; also use Apple’s lost-device controls and review access at the vault’s Google Drive or GitHub provider. Removal cannot remotely erase an encrypted vault already stored on that device.

Related:Can MystSafe recover my vault or reset a master password?What is the difference between deleting a local vault and erasing synchronized vault data?

MystSafe has no vault master password or account password for us to reset. Recovery is device-based: another Active trusted device can pair a replacement, and a usable vault export can be imported. A Google or GitHub login and Restore Purchases do not restore vault contents or keys; without another trusted device or a usable export, MystSafe cannot recover decrypted contents.

Related:How do I add another iPhone, iPad, or Mac?Where are import and export available, and which formats are currently supported?

On an existing unlocked device, open Trusted Devices and choose Add Device. On the new installation, choose Join an existing vault, then follow the prompts to show or scan the short-lived QR code. Compare the five words on both devices and continue only when they match exactly; keep both apps open and online until activation and the initial synchronization finish.

Related:Why do both devices show comparison words?What should I do if a pairing session expires?

Confirm that an iPhone or iPad passcode, or a macOS account password, is enabled and working, then bring MystSafe to the foreground and retry without dismissing the system prompt. Restart the device if Apple reports that authentication is temporarily unavailable. Do not delete the vault as a first troubleshooting step; if the problem continues, preserve another trusted copy and send support the app version and exact non-sensitive error text.

Related:Can MystSafe recover my vault or reset a master password?How do I report a security concern or submit a privacy or deletion request safely?

Delete Local Vault guarantees deletion of the encrypted vault and protected keys on the current device. When another Active device exists, MystSafe makes a bounded attempt to retire the deleting device through the selected provider, but an offline or failed provider can leave remote encrypted objects or an Active-looking device entry. Local deletion does not erase another device’s vault and does not guarantee physical removal from provider history, so verify trusted-device removal and synchronization separately before treating remote data as retired.

Related:What should I do if a trusted device is lost, sold, or replaced?Does MystSafe store my synchronized vault on a MystSafe server?

On the receiving device, unlock MystSafe and run Sync; on iPhone or iPad you can also pull down on the Secrets page. Confirm network access and that the vault’s selected Google Drive or GitHub connection is available. If setup or reconnection authorization fails, retry with the intended provider account and complete the requested access flow; do not delete provider files or the local vault. If it still fails, note the provider, platform, app version, and exact non-sensitive error for support.

Related:Can one vault use Google Drive and GitHub at the same time?Does MystSafe store my synchronized vault on a MystSafe server?

No. A connected vault identity is bound to exactly one synchronization provider: Google Drive or GitHub. MystSafe does not combine them, fall back from one to the other, or migrate the same identity between providers. Disconnecting retains the contents under a fresh local-only identity that may later configure either provider from scratch; that is not a provider migration.

Related:Why is my vault not updating, and what should I check after provider authorization fails?Does MystSafe store my synchronized vault on a MystSafe server?

No. Each trusted device keeps an encrypted local vault, and encrypted synchronization objects use the provider you selected: Google Drive app data or a dedicated private GitHub repository. MystSafe’s separate Pairing Service can carry short-lived opaque encrypted rendezvous messages for one pairing direction, but it is not a normal vault or synchronization server.

Related:Can one vault use Google Drive and GitHub at the same time?

Leave the expired flow on both devices and start Add Device again to create a fresh session and QR code. Do not reuse a saved image or copied value from the old session. MystSafe supports one active pairing session at a time; if the trusted device reports cleanup still pending, keep it online and let that cleanup finish before retrying.

Related:How do I add another iPhone, iPad, or Mac?What information should never be sent in a support ticket about pairing?

The five words let you confirm that both devices reached the same authenticated pairing exchange. Compare every word in order and approve the match only when both screens are identical. If any word differs, use the mismatch or cancel action on the device that offers it and begin a fresh session.

Related:What should I do if a pairing session expires?What information should never be sent in a support ticket about pairing?

Never send a live QR code, its full decoded value, a complete pairing link, provider credential or token, private key, vault export, or recovery information. Do not send active comparison words while a session is in progress. Support can work from the device roles, pairing direction, provider, app versions, approximate time, and exact non-sensitive error text.

Related:How do I report a security concern or submit a privacy or deletion request safely?

No. Every participant has an independent personal vault, keys, trusted devices, and synchronization state. The owner cannot decrypt, search, edit, recover, or enumerate a member’s private vault, and members cannot open the owner’s or one another’s private vaults. Only secrets deliberately placed in Family Shared cross that boundary.

Related:Who can see Family Shared secrets, and what does a new member receive?

Every active Family Plan participant can view every current Family Shared secret. A later member is shown the existing-secret count during enrollment and receives the retained current contents after activation. Family Shared does not provide per-secret recipient selection; personal items remain private unless someone explicitly copies or moves them into Family Shared.

Related:Can the Family Plan owner open a member’s private vault?What happens when a Family member is removed?

After the removal is accepted and the former member’s app processes it, MystSafe clears that device’s local Family Shared state and blocks future accepted shared changes from it. Existing Family Shared secrets remain for the family, and the former creator attribution is retained. Removal does not delete the person’s private vault and cannot retract information they already revealed, copied, saved, photographed, or otherwise retained.

Related:Who can see Family Shared secrets, and what does a new member receive?Can the Family Plan owner open a member’s private vault?

No. A recipient can open the complete link and choose to view it securely in the first-party browser viewer. Loading or previewing the page alone does not claim the share; an explicit View securely or Copy to clipboard action begins the claim. Installing MystSafe is optional if the recipient wants to save a verified copy in a vault.

Related:What does one valid Share Once claim mean?What happens after a Share Once link expires, is canceled, or is consumed—and can the recipient retain it?

The first valid claim wins and every other claimant is excluded. The winning app or browser may retry the same encrypted response until acknowledgement or expiration so interrupted delivery can finish. It means one winning protocol claim—not a guarantee that only one person viewed, copied, or retained the revealed information.

Related:Does a Share Once recipient need MystSafe?What happens after a Share Once link expires, is canceled, or is consumed—and can the recipient retain it?

The link no longer accepts a new claim after it expires, is canceled, or completes its single winning claim. Expiration and cancellation do not recall information that was already retrieved. A recipient can copy, photograph, screen-capture, record, save, or disclose revealed information, so Share Once should not be treated as a way to force deletion on the recipient’s device.

Related:What does one valid Share Once claim mean?

In MystSafe settings, open MystSafe Pro and choose Restore Purchases to reconcile an eligible Apple purchase. Restoration recovers the commercial entitlement, not vault contents or keys. Cancel or manage billing through Apple; after paid entitlement ends, Free limits apply, but existing vault data is not deleted, hidden, or re-encrypted, and MystSafe does not migrate or delete the selected provider’s data. Compare the plans or review the Terms for the current plan rules.

Related:Is Pro more strongly encrypted than Free?What is the difference between Standard and Premium support?

No. Free and Pro use the same security-critical cryptography and receive the same security updates. Pro changes capacity and convenience—such as device, Family Shared, Share Once, and support policy—not the strength of vault encryption. Compare Free and Pro.

Related:What is the difference between Standard and Premium support?

Free and Pro use the same knowledge base and can submit the same support form. Premium support gives a self-declared Pro request priority queue handling; all support remains best effort, with no guaranteed response time or service-level agreement. It does not change encryption or provide a different level of security protection. See plan details.

Related:Is Pro more strongly encrypted than Free?

On iPhone and iPad, use Settings → Vault Controls; on Mac, use Settings → Vault Data. Import Vault is also available during first-run setup. All three Apple platforms import and export MystSafe encrypted .mystsafe files and readable .mystsafe.json files; Mac additionally imports Keeper Desktop JSON without attachments. Family Shared content is not silently included—save a private copy to your vault before exporting it.

Related:Can MystSafe recover my vault or reset a master password?

Use the support form and choose Security concern or Privacy request. MystSafe may need reasonable verification for a privacy request, but do not send extra identity documents in the initial form. Never include passwords, decrypted vault contents, vault exports, private keys, recovery information, live QR codes, provider credentials, or complete Share Once or pairing links. Review the Privacy Policy for privacy-request details.

Related:What information should never be sent in a support ticket about pairing?

No. The support page filters answers already present in the page, entirely in your browser. Search terms are not sent to MystSafe, placed in a URL, stored in cookies or browser storage, or recorded as analytics events.

Related:How do I report a security concern or submit a privacy or deletion request safely?

Product-support, security, and privacy requests belong in the support form. For partnerships, media, general business inquiries, legal notices, and other non-product corporate correspondence, email info@mystsafe.com. Do not include vault contents, credentials, private keys, or active links in ordinary email.

Related:How do I report a security concern or submit a privacy or deletion request safely?