For help with Matrix Vault, email support@matrixvault.app. We typically reply within two business days.
No, and that is intentional. Your PIN derives the key that unwraps your vault key. We never receive your PIN. There is no recovery path, no backdoor, and no master key. If you cannot remember your PIN, the only option is to factory-reset the App (Settings → Delete All Data) and start over. Your messaging handle can be reclaimed on a fresh install if it is still bound to your previous device's keypair.
If you used the in-App device transfer flow before losing the device, scan the recovery QR code on the new device to restore your handle, keys, and queued messages. If you did not, your handle goes through the standard release-and-cooldown process; vault contents on the lost device cannot be recovered because they are encrypted with a key that exists only on that device.
Open Settings → Security → Biometrics and toggle Face ID off, then on. If iOS prompts for permission, allow it. If Face ID is still failing, your PIN remains the authoritative way in.
Pull-to-refresh on the conversation list to force a sync. If messages still don't move, check that you have a working internet connection and that the App has Background App Refresh enabled in iOS Settings. Messages to offline contacts are queued on our server for up to 30 days.
Verify the sender's DNS by checking an MX/SPF/DMARC tool. We reject inbound mail that fails SPF or DMARC, in line with industry practice. Your sender will receive an SMTP rejection that explains the failure. Also confirm your bot is enabled in Settings → Bots → Email Bots.
We periodically rotate the API request-signing protocol. Updates ship through the App Store. If you ignore the update prompt, the App will refuse to make signed requests after the deprecation window. There is no security risk to delaying for a short period.
Settings → Account → Delete account. This releases your handle (subject to the 90-day cooldown before anyone else can claim it), deletes your prekey bundles from our server, and removes any queued offline messages addressed to you. To also wipe local vault contents, do Settings → Delete All Data on the same device.
Currently the App supports a single active device per handle, with a device-transfer flow to move to a new device. Multi-device sync is on the roadmap.
If you receive harassment, threats, or spam through YoMatrix Messenger, you can block the sender in-App (Conversation → tap the contact's name → Block). To report systemic abuse from a sender across multiple recipients, email abuse@matrixvault.app with the offending handle, approximate dates, and a description. We cannot read message content; the more metadata you can include, the more useful the report is.
If you have found a security vulnerability, please disclose responsibly: email security@matrixvault.app with reproduction steps. We will acknowledge within 72 hours and will not pursue legal action against good-faith research.