Support

Frequently asked questions

Do I need an account?

No. There is no sign-up, no email, and no login. You open the app, draw a pattern, and your vault exists — only on your phone.

Can UnderKey see my documents?

No. Everything is encrypted with AES-256 on your device and never sent to a server. We don't run one that could receive your files.

What if I forget my pattern?

Your pattern is the encryption key. If you forget it, your data cannot be recovered by us or anyone else. There is no password reset or recovery mechanism because we don't store your pattern anywhere.

How do decoy vaults work?

Each pattern opens its own vault. Draw a second pattern, put a few harmless documents in it, and that's the vault you open if someone insists. There is no master list of vaults that would give you away.

Can I sync my vaults across devices?

No. UnderKey keeps everything offline and local to your device. There is no cloud sync and no way to transfer vaults between devices. This is by design: anything that syncs can leak.

What if I lose my phone?

UnderKey keeps nothing in the cloud, so there is no online copy for anyone to find — including you. You should keep printed or offline copies of truly critical documents somewhere safe.

What's the grid size for the unlock pattern?

You choose the grid size (3×3, 4×4, 5×5, or 6×6) when you first open the app. Larger grids mean more possible patterns and are harder to guess. We recommend 5×5 or larger (3×3 is weak). You cannot change the grid size after your first unlock without reinstalling the app and losing all vaults.

Does UnderKey back up my data?

No. Everything is stored only on your device. If you delete the app or reset your phone, your data is gone. UnderKey does not sync to iCloud, Google Drive, or any cloud service.

Can I block screenshots?

• Android: Yes. UnderKey blocks screenshots and screen recordings while the app is unlocked, and blurs the app preview in the app switcher.
• iOS: Partially. iOS does not allow third-party apps to fully block screenshots. UnderKey blurs the app in the app switcher, but cannot prevent screenshots while you're using the app.

What's included in the free tier?

The free tier includes up to 10 items total on the device, all encryption features (AES-256, decoy vaults, expiry reminders, auto-lock, and screenshot protection on Android). Pro removes the 10-item limit.

How do I cancel my subscription?

• iOS: Settings → [Your Name] → Subscriptions → UnderKey → Cancel Subscription
• Android: Google Play Store → Menu → Subscriptions → UnderKey → Cancel Subscription

Cancelling turns off auto-renewal. Your subscription remains active until the end of the period you've already paid for.

How do I request a refund?

All purchases are processed by Apple (App Store) or Google (Play Store). Refund requests must go through them:

• App Store: Request a refund from Apple
• Google Play: Request a refund from Google

We cannot issue refunds directly.

Still need help?

Email us at support@underkey.app. We'll reply as soon as we can.