8PWDSupport
Email is the only channel, and a person reads it. Write in any of the app's thirteen languages; replies in English or Chinese are fastest.
What to include
- Your device (iPhone, iPad or Mac) and its system version.
- The 8PWD version, from Me › Notices & Terms › About.
- What you did, what you expected, and what happened instead.
- Never send us your passwords, your master password or your recovery phrase. We will never ask for them, and they would not help us — there is nothing on our side that could unlock anything. Anyone who claims to need them is not us.
If you have lost your master password, or your device
Use your 12-word recovery phrase: on the unlock screen choose Forgot it? Use the recovery phrase, enter the words in order, and set a new master password. If both are gone — or you never set a master password and the device that held the key is gone — the vault cannot be opened by anyone, including us. What may still save you is a backup you exported earlier: a plain .8pwd file needs no key at all; an encrypted one needs the backup password you chose when exporting (by default, your master password). Lost both? Restore from a backup on the unlock screen scans the device.
Common questions
Does it sync between my devices?
No. There is no sync and no account — the app has no networking code of its own (the optional 8PWD 2026 Pro purchase is handled by Apple's StoreKit, not by the app). Moving data between devices means exporting a backup file and importing it on the other device. Why no sync explains the reasoning and the steps.
Is there an iPad or Mac version?
Yes. Since version 0.0.2, 8PWD 2026 runs natively on iPhone, iPad and Mac, and one Pro purchase covers all three on the same Apple ID — use Restore purchases on the other devices.
Why is it called 8PWD 2026?
8PWD is the product family; 8PWD 2026 is this year’s edition — the way Word 2003 and Word 2010 were two products. What you buy (including the lifetime purchase) is the 2026 edition, and it keeps working. If an 8PWD 2030 appears one day it will be a separate app that can import 2026 backups but must be obtained separately; not buying it changes nothing about 2026.
AutoFill isn't offering my passwords.
Check that 8PWD is switched on under Settings › General › AutoFill & Passwords (on Mac: System Settings). Suggestions also need a URL saved on the entry, because that is how the system matches an entry to a site.
It asks me to unlock every time I switch apps.
Raise the auto-lock grace period under Me › Security: immediate, 1, 5, 15 or 30 minutes, or 1, 2, 4 or 8 hours (default 15 minutes). It applies when Face ID / Touch ID or anti-theft encryption is on.
I copied a password and pasting gave me nothing.
Copied passwords clear from the clipboard after 30 seconds. Copy it again.
I imported a file and almost nothing was added.
Two possible reasons, and the result screen says which: entries identical to ones already in your vault are skipped on purpose, and on the free plan the import stops once you hold 10 records — the rest wait for 8PWD 2026 Pro.
What happens when my 8PWD 2026 Pro subscription ends?
Nothing is deleted. If you hold more than 10 records the vault becomes read-only: viewing, searching, copying and AutoFill keep working; adding, importing and restoring wait until you are under the limit or subscribe again.
How do I cancel, or get a refund?
Cancel a subscription in Settings › Apple ID › Subscriptions on your device, at least 24 hours before the period ends (a Lifetime purchase never renews, so there is nothing to cancel). Billing and refunds are handled entirely by Apple through reportaproblem.apple.com; we never see your payment details and cannot issue refunds ourselves.
Why can I see account names before unlocking?
Names, field labels and folder names are stored unencrypted so that search and the list work instantly. Every secret value is encrypted. It is a deliberate trade, and we would rather state it than let you assume otherwise.
Scheduled backups stopped running.
Check whether strict key protection is on under Me › Anti-theft encryption. It requires Face ID or Touch ID to read the cached key, and nothing can authenticate when the system wakes the app in the background — so scheduled backups cannot run while it is enabled.
More answers on the FAQ page.
Reporting a security issue
Email [email protected] with Security in the subject line, and enough detail to reproduce the problem. We will confirm receipt and keep you informed while it is being fixed. A machine-readable contact is published at /.well-known/security.txt.