Email · support@tripass.com.au · Replies within 2 business days
Write to support@tripass.com.au with your device model, your iOS version and the app version from Settings. Please do not send us your master password, your Recovery Kit code, or a screenshot showing either — we never need them, and we could not use them.
I've forgotten my master password
Use your Recovery Kit. On the sign-in screen, tap Forgot your master password?, then Recover with my Recovery Kit. Enter your email and your 25-character code. That signs you in, restores your vault from your encrypted backup, and asks you to set a new master password. You will be given a fresh Recovery Kit at the end, because the one you just used stops working.
Dashes, spaces and capitals do not matter when typing the code. The letters I, L, O and U never appear in a code — if you wrote one of those down, it was a 1, a 1, a 0 or a V.
I've lost my Recovery Kit too
Then your data cannot be recovered. We are sorry, and we want to be straight with you rather than imply there is a process: there is no key on our side, no reset link, and no support override. What you can do is start a new account. Your old encrypted data can be deleted from your account settings.
My Recovery Kit code is rejected
Check it against the copy you saved rather than retyping from memory. A code saved before your master password last changed will not work — only the most recent Kit does. Recovery allows ten attempts an hour per account; if you have exhausted them, wait an hour and try again with the code in front of you.
I paid but Premium isn't active
Open the paywall and tap Restore purchases. If it is still inactive after a minute, force-quit and reopen the app — activation can lag briefly behind Apple's confirmation. If it persists, email us with the date of purchase and we will look at the receipt.
I want my data out
Export from Tools → Backup, at any time, on the free plan as well as Premium, and whether or not a subscription has lapsed.
I want my account deleted
Accounts → Delete Account. This erases your encrypted blobs, your salt and verifier, your Recovery Kit material, your billing record and the account itself, and wipes TriPass data from the device. It cannot be undone, so export first if you want a copy.
Reporting a security issue
Email support@tripass.com.au with "Security" in the subject. Please give us a reasonable chance to fix an issue before publishing it, and we will credit you if you would like us to.
Can I download TriPass now?
Not yet. TriPass is built and in testing, and is coming to the App Store for iPhone. The Phishing Scanner works in your browser today.
Keeping your Recovery Kit safe
Store it somewhere that isn’t your phone: printed and kept at home, or in a separate secure place. Only the most recent Kit works, so replace your saved copy whenever the app gives you a new one.
Moving to a new iPhone
Sign in on the new iPhone with your account and master password and your vault comes down from your encrypted backup (free on every plan). Your account then moves to the new iPhone: the old one saves any last changes and signs itself out. Without an account, export from Tools → Backup on the old iPhone first.
Phishing Scanner help
Paste the full email, or a single link, and read the reasons it gives, not just the score. “No warning signs” doesn’t mean safe. If an email asks you to sign in, pay or download something unexpected, contact the sender through a channel you already trust. The scanner’s measured results and limits are on the Scanner page.