Get help with Bunker

For help with Bunker, email support@usebunker.app or use Send Feedback in the app (in a vault, tap the gear, then App Settings → Help → Send Feedback). We read every message and reply to as many as one person can, usually within 2 working days.

Before you write, check the answers below. Most questions about Patterns, new phones and purchases are covered here.

How to reach us

Send Feedback in the app. In a vault, tap the gear → App Settings → Help → Send Feedback. You can also reach App Settings from the gear on the unlock screen. It opens a prefilled email in Mail with the app and system version filled in (without Mail set up, it shows the address to copy), so you can see exactly what is sent. Nothing is sent until you tap Send.
Email: support@usebunker.app.
Security problems: security@usebunker.app. See the security page.

Please never send us your Pattern, Passphrase, Recovery Phrase, a Legacy Card or a screenshot of one. We don’t need them, and we can’t use them to help.

What support can’t do

Bunker is built so that nobody at Bunker can open your vaults. That protects you, and it means there are things we can’t do, however much we’d like to:

We can’t open, recover or reset a vault. We never have your keys. If you’ve forgotten the Pattern and lost the Recovery Phrase, the vault can’t be opened by anyone.
We can’t see what’s in your vaults or your iCloud backup, so we can’t tell you whether a file is there.
We can’t tell you how many vaults you have. The app itself can’t know.
We can’t issue refunds. Apple handles payments. Request a refund at reportaproblem.apple.com.
We can’t open a Legacy Vault for a family. Only enough Legacy Cards together can. If you’re a trusted contact, see how to open a Legacy Vault.

Common questions

I forgot my Pattern

On the unlock screen, tap Use Recovery Phrase, type the sentence you wrote down, and choose a new Pattern. The vault opens and the same Recovery Phrase keeps working. If you’ve also lost the phrase, there’s no way back in, by design. If you still know the Pattern but lost the paper, open the vault, go to Vault Settings → Recovery Phrase and draw the Pattern to see or print the phrase again (this needs Keep a Copy of the Phrase on, which is the default).

A Pattern opens nothing

Bunker never says a Pattern is “wrong”. A Pattern that doesn’t match a vault on this device shows “No vault opened”, the same for a mistake and a new Pattern. Check the order you drew the dots in: the same dots in a different order are a different Pattern. After 4 misses in a row, the app waits before the next try (30 seconds, then longer). Use Recovery Phrase stays available during a wait.

Moving to a new iPhone

Before you switch, open each vault and go to Vault Settings → Encrypted Backup → Moving to a New iPhone?. It shows whether the backup is up to date and the Recovery Phrase is confirmed, and has a button to back up now.

Quick Start, an encrypted Finder or Mac backup, or an iCloud Backup with iCloud Keychain on: every vault comes across and opens with its Pattern.
An unencrypted Finder backup, or an iCloud Backup with iCloud Keychain off: a key Bunker needs stays behind. Restore each vault from iCloud with its Pattern, or with its Recovery Phrase.
A fresh install: restore each vault from iCloud, below.

Restoring from iCloud

You need the same Apple Account, and Encrypted Backup must have been on for that vault.

Install Bunker and sign in to iCloud with the same Apple Account.
Choose Restore from iCloud and draw the vault’s Pattern. Bunker offers to restore it. This needs iCloud Keychain on.
To restore more vaults, tap Restore Another Vault and draw the next Pattern.
Later, or on a device that already has vaults, tap Use Recovery Phrase (or Open a Shared or Legacy Vault → My Vault From iCloud) and type the vault’s phrase.

The vault opens once its download finishes.

Restore purchases

In a vault, tap the gear → App Settings, then Restore on the Bunker Pro card. Make sure you’re signed in with the Apple Account that bought it. Bunker Pro unlocks on every iPhone, iPad and Mac signed in to that account.

Family Plans

Family Yearly ($49.99 a year) and Family Lifetime ($99.99) share Bunker Pro with up to 6 people through Apple’s Family Sharing. Buy them from App Settings → Bunker Pro → Family Plans. Family members need to be in your Family Sharing group (on iPhone: Settings → your name → Family Sharing; once the group exists, Family also appears near the top of Settings). Each person’s vaults stay private; Family Sharing shares the purchase, never anything inside a vault.

Cancel or change a subscription

Apple manages every subscription.

iPhone or iPad: Settings → your name → Subscriptions → Bunker → Cancel Subscription.
Mac: App Store → click your name at the bottom of the sidebar → click your name again → Subscriptions → Bunker → Cancel Subscription.

Cancel at least 24 hours before the renewal date to avoid the next charge. When Pro ends, everything you’ve already set up keeps working: a Duress Vault stays one, shares and Legacy Vaults stay live. Only new setup, sync and the Free limits on new imports change. See the Terms for the details.

Duress Vault: what it clears, and what it can’t.
Legacy Vaults and how trusted contacts open one.
Vault Sharing: read-only copies for someone else. Receiving a share is free.

For how any of this is protected, see the security page.

Questions

I forgot my Pattern. How do I get back into my vault?

On the unlock screen, tap Use Recovery Phrase, type the sentence you wrote down when you made the vault, and choose a new Pattern. Capitals and punctuation don't matter. Without the Pattern or the Recovery Phrase, nobody can open the vault, including us.

How do I move my vaults to a new iPhone?

Before you switch, open each vault and go to Vault Settings → Encrypted Backup → Moving to a New iPhone? to check its backup is up to date and its Recovery Phrase is confirmed. Quick Start, an encrypted Finder or Mac backup, or an iCloud Backup with iCloud Keychain on brings every vault across, and each opens with its Pattern. Otherwise, restore each vault from iCloud with its Pattern or Recovery Phrase.

How do I restore a vault from my iCloud backup?

On a fresh install signed in to the same Apple Account, choose Restore from iCloud and draw the vault's Pattern; Bunker offers to restore it. This needs iCloud Keychain on. If it isn't, or if the device already holds other vaults, tap Use Recovery Phrase and type the vault's phrase instead.

How do Family Plans work?

Family Yearly ($49.99 a year) and Family Lifetime ($99.99) share Bunker Pro with up to 6 people through Apple's Family Sharing. Buy it from App Settings → Bunker Pro → Family Plans. Each person's vaults stay private to them; Family Sharing shares the purchase, never the content.

How do I cancel my Bunker Pro subscription?

Apple manages subscriptions. On iPhone or iPad, open Settings, tap your name, tap Subscriptions, choose Bunker and tap Cancel Subscription. On a Mac, open the App Store, click your name, click your name again on the page that appears, then Subscriptions. Cancel at least 24 hours before the renewal date to avoid the next charge.