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DuoVault Customer Support

Last updated: October 23, 2026

1. Contact us

2. Frequently asked questions (FAQ)

Q1. I forgot my passphrase. Can my data be recovered?
Because of the end-to-end encryption design, data cannot be recovered if the passphrase is lost. For security, the passphrase is never stored on a server.

Q2. How do I restore the couple vault?
Sign in with the same Apple/Google account and enter your app passphrase; the couple vault can be restored even after reinstalling.

Q3. How does breakup mode work?
When breakup mode starts, your partner's access is blocked immediately, and shared items are blurred for 7 days before being permanently deleted. You can cancel the breakup within those 7 days.

Q4. How do I cancel the Premium subscription?
iPhone: turn off auto-renewal in iOS Settings → Apple ID (profile) → Subscriptions → DuoVault.
Android: cancel in the Play Store app → profile icon → Payments & subscriptions → Subscriptions → DuoVault.

Q5. Where do I ask about payments or refunds?
Payments in the iPhone app are processed by the Apple App Store, so refund and billing inquiries should be filed with Apple Support.
Payments in the Android app are processed by Google Play. Within 48 hours of purchase you can request a refund from Google Play; after that, email [email protected] (see section 5 of the Subscription and Billing Policy).

3. Deleting your account

You can delete your couple vault account and its server data in the app under Settings → Account → Delete Account. If you've removed the app or can't open it, email [email protected] from the address you signed in with. Deleting your account doesn't cancel a Google Play or App Store subscription, so cancel that first. The steps and what is deleted are on the account deletion page.

4. Bug reports and feedback

If you run into an error or have a suggestion, email us with the following details.

  • Device and OS version in use
  • When it happened and how to reproduce it
  • A screenshot if possible (excluding sensitive content)

5. Support termination notice

If support is terminated, we will give advance notice through the app and the website at least 30 days beforehand.

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