Canned reply — “I lost my pattern or phrase; can you recover my vaults?”

The standard reply support sends for this situation (08 §7). Send it as-is; add no promises beyond it.

We’re sorry this has happened — we know how important these photos and files are, so we’ll be straight with you.

Your vaults are encrypted with keys derived only from your unlock pattern and your recovery phrase. Your vaults can only be decrypted with your pattern or recovery phrase. We hold neither: we run no server that receives your files or keys, and no one on our side can open your vaults. Because of that design, a vault whose pattern and phrase are both lost is unrecoverable — by us, by Apple, by anyone. Deleted files are erased and their keys destroyed.

Before you give up, please try:

1. Use your recovery phrase — lock screen → “Use recovery phrase”. The words shown when the vault was created work with any capitalization or punctuation.
2. Find where you saved the phrase — the app shows the phrase on screen when a vault is created or its phrase is replaced, and offers Copy or “Save to Files” (a file named “Recovery phrase.txt”). Check Files, Notes, screenshots and any email you may have sent it to.
3. If a backup exists and you still know the pattern, restore on a device signed in to the same Apple ID with iCloud Keychain on; otherwise restore from the backup with the phrase, then set a new pattern.
4. Purchase issues only (Pro not appearing after a reinstall, billing, refunds) — use “Restore Purchases” in the app, or contact Apple.

If none of that works, we can’t recover your vaults — and we’d rather tell you that plainly than promise otherwise. We’re happy to keep helping with anything else.

— HushKeep Support