Frequently Asked Questions (FAQ)
Quick answers to common questions about accounts, security, billing, apps, files, and teams. For deeper guides, follow the in-page links to detailed articles.
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Accounts & Security
Can you reset my master password if I forget it?
No. bervice is zero-knowledge. Use your recovery seed or key file to restore access.
Is my data end-to-end encrypted?
Yes. Encryption happens locally; decryption keys never leave your device.
Learn more: Encryption Overview.
How do I set up 2FA/TOTP and fix invalid codes?
Enable TOTP in Settings → Security. If codes fail, ensure automatic time sync on all devices.
See TOTP tips.
Installation & Apps
Where do I download the desktop apps and how do I verify them?
Download from our official site. Verify signatures/checksums as described in the guide below.
The app is slow or stuck syncing—what should I try first?
Update to the latest version, toggle Sync off/on, ensure time sync, and try another network.
Full guide: Performance & Sync Issues.
Files & Storage
My upload keeps failing—how can I fix it quickly?
Check plan quota, keep the app in the foreground, and remove special characters from file names.
Can I recover an older version of a file that was overwritten?
Yes. Open the item’s Version history and restore the desired version.
Encryption & Integrity
What should I do about “Invalid MAC/AEAD tag” or “Key mismatch” errors?
Re-authorize the device, unlock the correct vault, and run an Integrity check. If shared, ask the owner to re-share.
Details: Encryption & Decryption Errors.
How can I verify a downloaded file is intact and unmodified?
Open the item menu → Show checksum and compare after download; or run Integrity check.
Billing & Subscription
How does on-chain billing work and when do upgrades apply?
Connect a wallet, approve the transaction, and your plan updates after network finality (usually under a minute).
Do you offer refunds for duplicate or unauthorized charges?
Eligible in specific cases (e.g., duplicate payments). On-chain refunds are new outbound transactions.
Teams & Sharing
A teammate can’t edit a shared item—what should I check?
Verify space/vault permissions and ensure the item is in a shared vault with Can edit access.
See sharing tips.
Getting Help
What’s the fastest way to get support for an urgent issue (S1)?
Start a Live Chat and mark severity S1. Include app/OS versions and timestamps.
You can also Submit a Ticket with logs (no secrets).
How do I report a security vulnerability responsibly?
Email [email protected] and encrypt with our PGP key. See our VDP.