Support

Locket · Chao-Wei Tsang · support@lockethealth.com

1. Contact us

Email is the fastest way to reach us: support@lockethealth.com. We read every message. If you are testing the beta through TestFlight, the feedback button in TestFlight reaches the same inbox. On the Android beta, Settings → Android beta → Send beta feedback opens your own email app with the same address and your Android version, device model, and app version filled in — nothing is sent until you press send.

One request, and it is for your benefit: never paste your entries, your backup password, or any health information into an email. Locket is built so that we never hold your health data — support email is no exception, and we will not ask for it.

2. Answers to the questions we expect most

• I lost my phone, or forgot my backup password. Can you recover my data? No — and not because of a rule, but because of how Locket is built. Your entries are encrypted on your device with a key we never receive, and your backup file opens only with the password you chose. There is no copy on our servers and no reset button on our side. If you still have the backup file and its password, restoring on a new phone works (Settings → Restore Encrypted Backup). Without both, the data cannot be recovered by anyone, including us.
• How do I back up? Settings → Export Encrypted Backup. You choose a password, and the app hands you a single encrypted file to keep wherever you like — your own cloud storage, a computer, a USB stick. Keep the file and the password in separate places, and treat the password like the key it is.
• I use Android. Is my data in my Google backup? No. Locket data is not in your Google backup. Export before you change phones. Locket deliberately excludes its data from Google backup and from Android's phone-to-phone transfer, so the encrypted backup file you export is the only way to bring your history to a new phone.
• How do I erase everything? Settings → Erase All My Data destroys your encryption key and erases every entry on the device. The privacy policy lists the few things that survive, and why.
• The app says secure storage didn't start. Locket refuses to run rather than store anything unprotected, so this screen means the encrypted database could not open — your existing entries stay encrypted on the device. Tap "Try again" first. If it persists, use "Export diagnostics" on that screen and email us the result; it contains technical details about the failure and none of your health data.
• How do I disconnect Apple Health? iOS Settings → Privacy & Security → Health → Locket. Locket's access is read-only, and you can revoke any category at any time. (iPhone only: the Android app does not connect to Health Connect or any other health service.)
• Can I lock Locket with my fingerprint or face on Android? Yes. Settings → Require fingerprint or face unlock. It uses Android's own biometric prompt, so a fingerprint or face unlock has to be set up in Android's settings first. Your entries are encrypted either way; the lock decides who can open the app on an unlocked phone.
• Does Locket use the internet? Locket itself makes no network requests in normal use; links you tap open in your browser. Crash reports are sent only if the app crashes or hits a serious error, and the privacy policy lists exactly what they contain.
• Do I have an account to reset or delete? No. Locket has no accounts, no logins, and no passwords on our side — there is nothing to reset, and nothing to delete except the data on your device, which only you control.

3. Moving from iPhone to Android

Your history travels inside an encrypted backup file that only your password opens. We never see it in transit.

1. On your iPhone, open Locket → Settings → Export Encrypted Backup, choose a password, and keep the password somewhere safe.
2. Save the backup file somewhere your Android phone can reach: Google Drive, or an email to yourself.
3. On your Android phone, install Locket from Google Play and finish the first-run setup.
4. In Locket, open Settings → Restore Encrypted Backup, pick the file (from Drive or your downloads), and enter the password.

Restoring replaces anything already in Locket on the Android phone, so do it before you start logging there. Keep the backup file until you have checked your history on the new phone.

4. Leaving the Android beta

Export your backup before you uninstall or leave the beta; Locket data is not in Google backup. Then leave the testing program from the same Google Play page you joined it from. Leaving stops beta updates, and there is no non-beta Android version yet, so keep your backup file and its password somewhere safe. Uninstalling deletes everything Locket holds on the phone.

5. Reporting a bug

Three things make a report actionable: what you did, what you expected, and what happened instead. Please include your app version (shown at the bottom of Settings), your phone model, and your iOS or Android version — on the Android beta, the feedback button fills these in for you. Screenshots help — just check they don't show entries you'd rather keep private, because once sent, an email is outside Locket's protection.

6. Privacy questions

The privacy policy is written to be read — it explains what stays on your device (everything you log), what leaves it, and for how long. Consumer health data rights are covered in their own section. If something there is unclear, that is a bug in the writing: tell us and we will fix the text.