Common questions
I forgot my PIN
Tap Forgot code? on the lock screen and enter your Recovery Code to choose a new PIN. If Face ID is available on a trusted device, Separis may also let you reveal the Recovery Code first. Resetting the PIN does not erase your vault.
I lost my Recovery Code
If you can still unlock Separis on a trusted device, open Profile → Recovery Code and save it somewhere private. If you lose the code and every device that still holds the key, neither we nor your cloud provider can recover an encrypted backup.
How do I back up my vault?
Open Profile → Backup and choose one of the destinations shown on your device. Cloud options can include iCloud, Google Drive, or Dropbox. You can also export an encrypted .separis file. Keep your Recovery Code separately; every encrypted backup needs it.
How do I restore on a new phone?
Choose Restore a backup during setup, select the same provider and provider account used on the old phone, then enter your Recovery Code when asked. A file backup can be restored by choosing Restore from a file.
Backup is not working
Check that the phone is online, that you are signed in to the selected cloud provider, and that the provider has free storage. If Google Drive or Dropbox access was revoked, choose This phone only, then select the provider and sign in again. Do not erase the old phone until the Profile screen shows a recent successful sync.
I bought Premium but it is not showing
Open the Premium screen and tap Restore. Make sure the device uses the same Apple Account or Google Account that made the purchase. If it still fails, include the store name and the exact error message when you contact us—never send payment-card details.
Market prices look old or are unavailable
Market prices require an internet connection and depend on public gold-price and exchange-rate services. Separis keeps the last successful value when a provider is unavailable. Check Settings → Market prices, then reopen the relevant wallet. Prices are estimates, not trading quotes or financial advice.
How do I delete my data?
First set every other synced device to This phone only so it cannot recreate the backup. Then use Settings → Delete backup on one connected device. Use Settings → Erase all data on this phone to remove that phone’s ledger data. Cloud providers may retain recoverable versions under their own retention policies.
What does the decoy vault protect against?
The decoy vault is designed for casual inspection by someone holding your unlocked phone. It is not protection against device forensics, malware, a compromised operating system, or a person who knows your real PIN or Recovery Code.
Contact support
Email hello@basity.net with your phone model, operating-system version, Separis version, the exact error message, and the steps that led to it. Screenshots are useful only after you hide financial details.
Never send your PIN, Recovery Code, cloud password, or full payment details. We will never ask for them.