Support
One person reads the support mail, and replies. Start with the answers below — most questions land on one of them.
Get in touch
The support address is being set up and will be published here before Custodia reaches the App Store. When you write in, include your macOS or iOS version, which version of Custodia you're running, and what you did just before the problem appeared.
Never send your master password, and don't send the contents of your vault. Nobody here can unlock a vault for you, so nothing about your password helps.
I forgot my master password
The contents cannot be recovered. This is not a policy that can be waived for a convincing case — there is no stored password, no escrowed key and no back door in the design, so there is genuinely nothing on our side to unlock. If there were, it would also be available to whoever took your laptop.
The vault won't lock
Almost always an app running out of the vault. Locking unmounts the volume, and macOS refuses to unmount one with open files on it. Quit anything you launched from inside the vault, then lock again.
Adding an app asked for an administrator password
That app was installed by a package installer, so it belongs to the system rather than to you, and macOS requires administrator rights to move it. Approving the prompt completes the move. Canceling it leaves everything as it was — the app stays where it is and nothing is left behind in the vault.
An app can't be added at all
Apps built into macOS live on a sealed, read-only system volume. Nothing can move them, so Custodia declines rather than appearing to try.
Restore is grayed out
Restore needs a recorded origin and a folder still to return to. It is unavailable for items added before Custodia started tracking origins, and for items whose original folder no longer exists. Use Move Out… and pick a destination instead.
My vault locked while I was still working
Auto-lock follows activity inside Custodia. Time spent in Finder on the mounted vault doesn't count as activity, so a long Finder session can run the timer out. Raise the interval, or set it to Never, from the gear menu.
Is there a refund?
Purchases go through the App Store, so refunds do too — request one from Apple through reportaproblem.apple.com. Apple handles the decision and the money; we never see your payment details.
Reporting a security issue
Security reports go to the same support address, with steps to reproduce. The security page covers the model itself and what is in scope.