Support

Questions, bug reports and suggestions are welcome. We answer from Hong Kong, usually within two working days.

Email

What to include

Your iPhone model and iOS version (Settings › General › About).
The BABEL TOKEN version (Me › About).
What you did, what you expected, and what happened instead.
A screenshot if it helps — with the key blacked out, masked hint included if you prefer.
If a provider is involved: its name and the shape of the key's prefix (sk-or-v1-…, ghp_…), never the key itself. We don't need it, and email is no place for it.

If the vault won't open

If a new or restored iPhone says it doesn't have the key to this vault, the list still shows names and settings, and there are exactly three ways to get the secret values back: your master password, your 12-word recovery phrase, or a .babeltoken backup you exported. We can help you use any of them. What we cannot do is reset a forgotten master password, regenerate a phrase or decrypt the vault for you — we hold no copy of the data key and there is no master key. If none of the three exists, the values are unrecoverable, and the honest next step is to revoke the keys at their providers, erase the vault and start again.

Common questions

Face ID isn't being asked for — is something wrong?

Probably not. After a successful check the app stays quiet for the grace period (15 minutes by default) and asks again afterwards. Set Ask again to Every time under Me › Settings › Security if you want a check on every copy, or tap Lock now.

The key I copied vanished from the clipboard.

By design: the clipboard clears 60 seconds after a copy (30 in This iPhone only mode). Copy again and paste within the window. If it isn't arriving on your Mac, check that Handoff is on in iOS Settings and on the Mac, and that both are signed in to the same Apple Account.

It recognised the wrong provider.

Tap the provider on the form and pick the right one — or Custom if yours isn't in the catalogue. Nothing about the stored value changes. If a common prefix or console domain is missing, tell us the provider and the public documentation page that shows it, and we'll add it in an update; the catalogue ships inside the app.

Can you recover my backup password or master password?

No. Both derive keys on your device and are never sent anywhere; there is nothing on our side to look up. Try likely variants, check for a recovery phrase you may have written down, and look for other backup files on the Backups page, which also finds renamed copies.

Sharing a page to BABEL TOKEN saves nothing.

The extension needs the key text itself. Select the key on the page before tapping Share, rather than sharing the page; a web address alone has no key in it, and the extension says Nothing to save.

What we can't see

We have no access to your keys, projects or anything else in the app — there is no server, and the app has no networking code. To look into a problem we rely on your description. If you attach an export, make it a .env or JSON you have edited to remove the secret values, or a plain description of the structure. Never send a backup file that contains secrets, and never the keys themselves.

Security reports

Report security issues in the app or this website to the same address. See /.well-known/security.txt.