XtraSafe Support
Need help with XtraSafe Photo Vault?
Contact support: support@xtrasafe.co.uk
XtraSafe does not require an account. Please do not send private photos, videos, recovery phrases, PINs, or backup passphrases in support messages.
Common questions
I forgot my PIN
Use your recovery phrase: on the lock screen, choose the recovery option and enter the words you saved during setup. Without your PIN, Face ID, or recovery phrase, your vault cannot be recovered. That is how private encryption works, and it means we are unable to reset it for you.
Does XtraSafe upload my photos?
No. Detection and encryption happen on-device. XtraSafe does not upload your photos, videos, thumbnails, detection results, or vault keys. See our Privacy Policy.
What is the difference between the vault and disguise?
The vault encrypts items on your device behind your PIN and Face ID. That is the strongest protection. Disguise is glance privacy: it makes copies in your Photos library look less private, but disguised items remain in Photos unencrypted and may sync with iCloud.
How do I manage or cancel my subscription?
Subscriptions are handled by your Apple ID. Open Settings on your iPhone, tap your name, then Subscriptions, and select XtraSafe Pro. You can also restore previous purchases from the paywall via "Restore purchases".
How do I move items back to Photos?
Select items in the vault and choose "To Photos". Exported copies are decrypted and may be visible to anyone with access to your phone. Vault copies move to Vault Recently Deleted for 30 days, so the action can be reversed during that window.
How do backups work?
From Settings, export an encrypted backup protected by a passphrase you choose, and store the file anywhere you like. Restore it on a new device from the setup screen or Settings. The backup can only be opened with your passphrase.