Filum — Support

Questions we're asked most

I lost my 24-word recovery key. Can you restore my vault?

No. This is worth explaining properly, because it is the point of Filum rather than a gap in it.

Your recovery key is generated on your iPhone and never sent to us. Every key that decrypts your documents is derived from it, and we hold none of them. That is exactly what lets us promise nobody at CorvidSoft can read your vault — and the same fact means we cannot open it for you either. There is no master key, no password reset, and no back door we are declining to use.

If the key is lost and you have no copy, the vault cannot be recovered by anyone. If you still have Filum working on a device, do two things now: export your documents, and write the recovery key down somewhere safe.

How do I cancel my subscription, or get a refund?

Filum Premium is an auto-renewable subscription sold through the App Store, so Apple handles the billing — not us.

Cancel or change plan: in your Apple ID settings, under Subscriptions. Cancel at least 24 hours before the current period ends to avoid the next renewal.
Refunds: request them from Apple at reportaproblem.apple.com. We generally cannot issue refunds for App Store purchases ourselves.

None of this limits your statutory refund or withdrawal rights. And if something is actually broken, email us anyway — we would rather know about it.

How do I delete my account, or get my documents out?

Export: your documents are already in your hands. You can export your vault from inside the app at any time. There is no lock-in.
Delete: open the Account tab, scroll to the bottom, and choose Erase Vault…. That deletes your vault, everything in it, and your account — from the device and from our systems.

Export anything you want to keep before you erase. It is irreversible for the same reason a lost recovery key is: we hold no copy of your keys, so there is nothing on our side to restore from.

One thing that catches people out: erasing your vault does not cancel an App Store subscription. Apple owns that billing relationship and gives us no way to cancel one on your behalf, so you have to do it yourself in your Apple ID settings — otherwise it keeps renewing after your vault is gone.

Still need help?

Email us:

[email protected]

Start an email with the details we need →

We reply within two business days.

If your question is a formal privacy or data-protection request, write to [email protected] instead. It reaches the same people, but keeps those requests together.

When you email us

A couple of details save a round trip:

The Filum version and iOS version you are running.
What you expected to happen, and what happened instead.

The email link above fills those in as a template.