Troubleshooting & FAQ
I forgot my passcode
Use your recovery key, the 32-character key you saved when you created the vault.
- On the lock screen, tap Forgot Passcode?
- Type your recovery key. Dashes and lowercase letters are fine.
- Tap Unlock.
- Choose a new passcode for this device.
Don't keep guessing instead. Wrong passcodes lead to longer lockouts, and if you turned on an erase limit, too many in a row erase the vault on this device for good. A copy in iCloud isn't touched.
If you've lost both your passcode and your recovery key, your vault can't be recovered. Stillock never stores either one, and Odd Omens has no copy and no way to open your vault. This is what keeps anyone else out, too. If you have another device that syncs the same vault and you still know its passcode, unlock it there, then use Settings › Security › New Recovery Key to get a new recovery key.
To start over without the old vault, delete Stillock and install it again, then create a new vault. If the old vault synced with iCloud, it's still in your iCloud Drive and Stillock won't sync a new vault until it's gone. Remove it with Delete Vault from iCloud, or Erase Vault › Erase Everywhere (deletes the iCloud copy), on a device that can still open it. If no device can, you may be able to delete Stillock's data in the iOS Settings app under your name › iCloud › Manage Account Storage, if Stillock is listed there.
I forgot my recovery key
If you can still unlock Stillock, create a new one in Settings › Security › New Recovery Key and save it. Your old key stops working, except with older backups made before the change.
Stillock says "Set Up This Device"
Your vault is on this device, but this device has no passcode for it yet. This happens after you restore from iCloud or a backup, and if the device's Secure Enclave key for Stillock is gone, for example after setting up the device again. Tap Enter Recovery Key, type your recovery key, and choose a passcode.
Stillock is locked out
After 3 wrong passcodes Stillock waits 5 minutes, then 15 minutes, then 1 hour after every 3 more. The lock screen shows how long is left. Changing the date or reinstalling the app doesn't shorten the wait, and restarting the device starts it again. Face ID isn't available during a lockout. If you've forgotten your passcode, use Forgot Passcode? instead of waiting.
Face ID stopped working
- Stillock says Face ID was reset: the faces enrolled on your device changed, so Stillock turned Face ID off for safety. Unlock with your passcode, then turn on Unlock with Face ID again in Settings › Security.
- Face ID is temporarily locked: iOS locked Face ID after failed matches. Use your passcode.
- No Face ID button: Face ID is off for Stillock on this device. Each device turns it on separately.
My vault isn't on my new iPhone
The vault isn't included in iPhone or iPad backups. To bring it to a new device, use iCloud Sync or a backup file. See Add another device and Restore a backup on a new device.
If the old device is gone and you had neither, the vault can't be recovered.
"iCloud Unavailable"
Your vault is stored in iCloud Drive, and iOS isn't giving Stillock access to it. Check that you're signed in to iCloud and iCloud Drive is on, then tap Try Again.
"Vault Unavailable"
Stillock found your vault but couldn't read it right now. Nothing has been changed. Unlock your device and tap Try Again.
A different vault is already in iCloud
Stillock syncs one vault per iCloud account. Erase the other vault from the device that uses it, or delete it there with Delete Vault from iCloud, then turn on iCloud Sync again.
Items say they're downloading or can't open yet
With iCloud Sync on, items download from iCloud when you need them. Check your connection and try again in a moment. A backup also waits until everything is downloaded.
Some items "can't be opened"
Settings shows this when items were saved by a newer version of Stillock, for example on another device, or are damaged. They're kept safely and never deleted by Stillock. Update Stillock on this device. Don't erase the vault.
I see a "(conflict copy)"
The same note or login was changed on two devices while they were apart, and Stillock kept both versions. Compare them and delete the one you don't need.
The originals are still in Photos
- Remove Originals from Photos is off by default. Turn it on in Settings › Privacy.
- It applies to Choose from Photos imports only.
- Edited photos and videos, and Live Photos that came across without motion, are kept on purpose.
- Deleted originals stay in Recently Deleted in the Photos app for 30 days.
AutoFill doesn't show my logins
AutoFill is off until you turn it on. If AutoFill shows Set Up AutoFill, it's off in Stillock.
- Turn on Fill Passwords in Safari & Apps, from the card at the top of Passwords or in Settings › AutoFill in Stillock. Erasing the vault turns it off again.
- In the iOS Settings app, go to General › AutoFill & Passwords and turn on Stillock.
- Open Stillock and unlock it once. AutoFill uses the copy of your logins the app saves while it's unlocked.
My vault was erased after too many wrong passcodes
The erase limit only erases the device where the wrong passcodes were entered. If the vault synced with iCloud, the iCloud copy and your other devices still have it, and iCloud Sync is turned off on this device. To get the vault back here, tap Restore from iCloud in setup and enter your recovery key. Without iCloud Sync, restore a backup file if you have one; otherwise the vault can't be recovered.
A document says "Can't Preview"
Stillock can't show that file type. Use Save to Files in the viewer's … menu to save a copy you can open in another app. The copy isn't encrypted.
Does Stillock have a decoy vault or panic button?
No. Stillock has one vault per device. To make it less noticeable you can change its App Icon, but the name under the icon still reads Stillock.
Can Odd Omens see my data or reset my passcode?
No. Stillock has no account and no server, and your vault is encrypted with keys that never leave your devices. Odd Omens can't see your data, reset your passcode or recover your vault.
Still stuck?
Email support@oddomens.com. Don't send your passcode, recovery key or vault files.