How can we help?
Contact
Email [email protected]. We aim to reply within two business days.
Please don't send photos, your PIN or your recovery key. We never need them, and we can't open your vault anyway.
PINs and access
I forgot my PIN. Can you reset it?+
No, and nobody else can either. Your PIN never leaves your iPhone, so there's nothing for us to reset. If you have Ghost Plus with backup turned on, delete and reinstall Ghost, choose Restore Vault, and enter your recovery key. Without a backup, the vault can't be opened.
Ghost says to wait before trying again.+
After 6 wrong PINs, Ghost makes you wait before the next try, and the wait grows with more wrong tries (1, 5, 15, then 60 minutes). It protects your vault from guessing. Just wait it out; nothing is deleted.
Face ID stopped working in Ghost.+
If a face is added or Face ID is reset on your iPhone, Ghost turns Face ID off for safety. Unlock with your PIN, then turn it back on in Ghost's Settings.
How do I change my PIN?+
Settings › Change PIN. If you have a Panic PIN, changing your PIN turns it off, so set it up again afterwards.
Panic PIN
What exactly does the Panic PIN do?+
Enter it on the lock screen instead of your normal PIN. Ghost opens an ordinary-looking empty vault and, at the same moment, permanently erases your real vault on that iPhone. Afterwards the Panic PIN opens the new empty vault and your old PIN no longer works.
I entered my Panic PIN by mistake. Can I undo it?+
Not on the phone. The erase is immediate and permanent by design. If you have Ghost Plus with backup turned on, your iCloud backup wasn't touched: restore it with your recovery key. Without a backup, the erased items are gone.
Does it erase anything outside Ghost?+
No. It only erases Ghost's vault on the iPhone where it's entered. Your Photos library, other apps and your iCloud backup are not affected.
Backup, new iPhone and reinstalling
How do I move Ghost to a new iPhone?+
With Ghost Plus: make sure backup shows Backed Up, install Ghost on the new iPhone, choose Restore Vault, sign in to the same iCloud account and enter your recovery key. On the free plan there's no backup, so export the items you want to keep before switching phones.
I lost my recovery key.+
We can't recover it; it's never sent to us. While your vault still opens on your iPhone, turn backup off and on again in Settings to make a new backup with a new recovery key, and keep that one somewhere safe.
What happens if I delete the app?+
The vault on that iPhone is deleted with it, and reinstalling starts fresh. A Ghost Plus backup stays in your iCloud and can be restored with your recovery key.
How do I delete my Ghost backup from iCloud?+
iPhone Settings › your name › iCloud › Manage Storage (or Storage) › Ghost › Delete Data.
Photos and hidden details
I removed originals. Where did they go?+
To Recently Deleted in the Photos app, where iOS keeps them for up to 30 days. Empty Recently Deleted to remove them for good. If you use iCloud Photos, they're removed from your other devices too.
Is the location really removed?+
Ghost removes supported hidden details, like location, camera information and date taken, before saving. Tap an item, then Details, to see exactly what was removed and anything that couldn't be. Documents are stored as they are.
Are exported photos encrypted?+
No. An exported copy is a normal file, so anyone who can see where you save or send it can open it. The copy inside Ghost stays encrypted.
Ghost Plus and billing
How do I cancel?+
iPhone Settings › your name › Subscriptions › Ghost Plus › Cancel Subscription. Apple handles billing, so we can't cancel it for you. Everything in your vault stays; you just can't add past the free limits.
I paid but Ghost still says Free.+
In Ghost: Settings › Restore Purchases, signed in with the same Apple Account you paid with.
How do I get a refund?+
Refunds are handled by Apple. Request one at reportaproblem.apple.com.
Privacy
Can you see my photos?+
No. Everything is encrypted on your iPhone with keys that never leave it. Ghost has no accounts and no servers that receive your content. See our privacy policy.