Support
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.
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 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.
- 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.
- 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. 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 iPhone model, and your iOS version. Screenshots help — just check they don't show entries you'd rather keep private, because once sent, an email is outside Locket's protection.
4. 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.