Velcrypt support
Most questions about Velcrypt are answered in the FAQ. If yours isn’t, or something isn’t working as expected, we’re happy to help by email.
Contact us
Email support@velcrypt.app. For privacy questions, write to privacy@velcrypt.app; for media enquiries, see the press kit.
There is no account and no in-app chat, so email is the only channel. We only receive what you choose to send.
What to include
To help us understand the problem quickly, please include:
- Your iPhone model and iOS version (Settings › General › About).
- The Velcrypt version, shown in Settings › General › iPhone Storage › Velcrypt.
- What you were trying to do, and what happened instead.
- The steps that lead to the problem, if you can reproduce it.
- Any error message, written out in words.
Please don’t send your pattern, and don’t attach screenshots that show private content. We never need either.
What support cannot do
Velcrypt is built so that nobody but you can open your vaults — including us. That means support cannot:
- recover or reset a forgotten pattern,
- restore a vault from a lost, broken or reset iPhone,
- tell you how many vaults exist on a device,
- decrypt files or retrieve content for you.
This is not a policy we could change on request; it’s how the encryption works. The security model explains why, and forgot your vault pattern covers what you can still try yourself.
Quick troubleshooting
My pattern opens an empty vault
This is the most common question. Velcrypt has no “wrong pattern” message: any pattern it hasn’t seen before simply opens a new, empty vault. If you expected your photos, you most likely drew a slightly different pattern — an extra dot, a missed corner, or a different starting point.
Lock the app, then draw your pattern again slowly and deliberately. Try any close variations you remember. Your original vault is still there, untouched; the empty one doesn’t replace it.
The app locks too fast
Velcrypt locks when it goes to the background, after a delay you can set. If it locks while you briefly switch to another app, increase the auto-lock delay in Velcrypt’s settings. A shorter delay is safer, so choose the shortest one that still works for you. See auto-lock.
Import fails or the app runs out of space
Encrypted copies take roughly as much space as the originals. Check free storage in Settings › General › iPhone Storage. Remember that importing doesn’t remove originals from Photos; deleting them, and emptying Recently Deleted, frees space — see deleting originals after import.
I can’t find a file I imported
Check other albums within the same vault, and make sure you opened the vault you think you did. Items in one vault are never visible from another.
Get notified at launch
Velcrypt is not on the App Store yet. Email us and we will send one message when it launches, then delete your address. No newsletter, no tracking.
Email me at launchFrequently asked questions
Can Velcrypt support recover my vault?
No. Your pattern is never stored and your keys never leave your iPhone, so support has no way to open, reset or recover a vault.
Why does Velcrypt open an empty vault instead of my photos?
You most likely drew a pattern that differs from your usual one by a dot or a direction. Velcrypt treats every pattern as its own vault, so a new pattern opens a new, empty vault without any error.
How quickly does Velcrypt reply to support emails?
We read every message and reply as soon as we can. We don’t offer a guaranteed response time at this stage.
Should I send my pattern to support?
Never. No one at Velcrypt needs your pattern, and we will never ask for it. Describe the problem instead.