Never send vault secrets
Do not send support your master passphrase, recovery key, vault file, record values, readable exports, opening codes or screenshots containing private information. Aizyne Group cannot reset a forgotten master passphrase or recover a vault without a valid recovery route that you prepared.
Support will ask only for details such as the operation attempted, app version, Windows version, device architecture and non-sensitive error wording. Aizyne Vault can prepare a value-minimised support summary locally; review it before copying or sending it.
Cannot unlock the vault
- Check the keyboard layout, Caps Lock and Num Lock.
- Try the master passphrase carefully without pasting from an untrusted source.
- If configured, try Windows Hello.
- Use recovery material that you previously prepared.
- Keep the current vault and all backups unchanged while investigating.
Windows Hello is a convenience route tied to the configured device. It is not a replacement for the master passphrase, recovery material or backups.
Check a backup safely
Use the app's backup check or restore-as-separate-copy workflow. Keep the live vault unchanged until the backup has authenticated and reopened successfully. Do not overwrite the only copy of a vault while testing recovery.
Backups and portable copies saved in folders you select remain there until you remove them. Older encrypted copies may contain records, attachments or credentials later removed from the current vault.
Attachments and readable exports
Adding an attachment encrypts a copy into a Document record; the original file remains unchanged in its original folder. Exporting an attachment creates a readable copy in the destination you choose. Remove readable copies when they are no longer needed and remember that other applications or cloud-synchronised folders may create additional copies.
Reminders do not appear
Check Windows notification settings for Aizyne Vault and confirm Focus or Do Not Disturb settings are not suppressing notifications. Reminder notification text is deliberately generic; open and unlock the app to see the associated record details.
Before uninstalling
Create and check an encrypted backup if you need to retain the vault. Record where you saved it and keep the required passphrase or recovery material separately. Uninstalling does not remove files you deliberately saved outside the app, such as backups, portable copies or readable exports.
Contact support
Email info@aizynegroup.com or use the contact form and choose “Technical support”. Include:
- what you were trying to do;
- the app version;
- the Windows version and whether the device is x64;
- the exact non-sensitive error wording; and
- whether the problem is repeatable.
Before sending, remove usernames, file paths, record titles and other private details. Do not attach vaults, backups, exports or recovery material.
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