Help from the people who built it

First things to try

• Check for updates. In the app: Settings, About, Check for updates. Most fixes ship within days, and your vault is saved and locked before an update installs.
• Read the FAQ. It covers what the app stores, the recovery key, syncing PCs, the free trial, SmartScreen warnings and licences.
• Forgot your master password? Use the recovery key you printed or saved when you created the vault: on the unlock screen choose "Forgot password? Use Recovery Key". Without the password or that key, nobody can open the vault, including us. That is by design.
• Sync shows a warning? The message names the cause: a PC on an older version (update it), a paused shared project, or no connection. Nothing is deleted by a sync warning.

The browser extension

• Get it from the Microsoft Edge Add-ons store (opens in a new tab). The Chrome and Firefox versions are on their way through those stores.
• It needs Keys Wallet & Watch 1.7 or newer installed on the same PC, and the app must be running and unlocked.
• Pair it once: the app shows a six-digit code and then asks for your master password. Each browser profile links to one vault; if a different vault is open, the extension says so and offers to link to it instead.
• To disconnect a browser: Settings, Security, "Browsers connected to this PC", Revoke.
• Nothing is filled until you click Fill, and the app asks before saving a new login.
• Two-factor codes: when a site asks for the code from your authenticator app, click the key icon in the code field (or Fill code in the popup). This needs the two-factor secret stored with that login.

Send a diagnostics report

In the app: Settings, About, "Something wrong?", Copy report. Paste it into your message. The report lists the app and Windows versions, the licence state, the vault's shape (how many entries, projects and accounts) and the last lines of the app's log. It never includes names, passwords, keys or any entry contents.

Contact

Write to us through the Beckham Enterprises contact page (opens in a new tab). Say which version you are on (Settings, About) and what you expected to happen. We answer every message ourselves, usually within one business day.