Password Management Issues

Can’t unlock vault (master password)

• Ensure correct vault path (external drives mounted and accessible).
• Keyboard layout & case sensitivity: toggle Caps Lock; try previous layouts.
• If forgotten: restore with recovery seed or key file. We cannot reset it.
• Biometric fails after update: re-enroll in Settings → Security → Biometric unlock, then retry.

New device? Use Restore existing vault with your recovery materials. See Account Setup.

Autofill not working (apps or browser)

• Confirm the browser extension is installed, updated, and connected to the desktop app.
• Unlock the vault in the desktop app; extension mirrors unlock state.
• Match website domain with item’s URL (edit login → add correct domain, e.g., https://example.com).
• Disable conflicting password managers and browser-saved passwords.
• For desktop apps, enable accessibility/auto-fill permissions in your OS privacy settings.

Still failing? Capture the page URL + item URL and submit a ticket.

Import problems (CSV/JSON/other managers)

• Ensure UTF-8 encoding; remove BOM where possible.
• Map headers: title, username, password, url, notes, totp.
• Large files: import in batches of 1–5k rows; keep the app open until completion.
• Duplicates after import: run Tools → Find Duplicates then merge.

Export options: encrypted archive (recommended) or CSV/JSON (handle with care; never share plaintext files).

Password generator & strength checks

• Sites rejecting strong passwords: switch to passphrase mode (3–5 words, separators) or adjust symbol set.
• Length requirements: set per-site policy in the generator (e.g., min 12, must include digit/symbol).
• Reused/weak password alerts: open Security Audit and rotate flagged items.

Duplicate logins or conflicting entries

• Use Tools → Find Duplicates to group by domain/username; merge or archive older items.
• Conflict after multi-device edits: open the item and choose Keep newest or manually merge fields.

TOTP/2FA code issues

• Clock desync causes invalid codes: enable automatic time sync on all devices.
• Use correct period (30s) and digits; rescan QR or paste otpauth URI if needed.
• Sites requiring OTP drift: some accept previous/next codes; retry near the rollover boundary.
• Keep backup codes offline; never store them alongside the main password when sharing externally.

Shared login can’t be edited by teammate

• Check space permissions: set Can edit for the member or move the item into a shared vault.
• For item-level secrets, enable time-bound access and re-share if membership changed.

Security & recovery

• Never share master password, recovery seed, or key files—support will never ask.
• Set unlock timeout and enable biometric unlock in Settings → Security.
• Back up recovery materials offline; test restore on a second device periodically.