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Support

If you found a bug, lost data, or just want to ask a question — we read every message.

Email us

[email protected] — typical response in 24 hours.

Please include: device + OS version (Settings → About), AssetVault version, and what you were doing when the issue happened. If it's a crash, our self-hosted Sentry probably already has it — but a description helps us match it up.

Common issues

I don't see my items after updating the app

Force-quit and relaunch the app first — the database connection sometimes needs a fresh start after an update. If items are still missing:

  1. Open Settings → Trash. Items moved to trash are restored from there.
  2. If items are not in Trash either, restore from your most recent JSON backup or Full Export ZIP via Settings → Restore.
  3. If you don't have a backup, email us with the device + OS info above and we'll help you recover.
Pro / Collector+ purchase didn't unlock

Open Settings → Subscription → Restore Purchases. This polls Apple / Google for your purchase history and re-applies the entitlement.

If that doesn't work after a few minutes (Apple's receipt validation can be slow), force-quit, relaunch, and try Restore again.

If your tier still says "Free", email us your purchase confirmation (Apple receipt email or Google Play order ID) and we'll get it sorted.

AI features say "AI features are not configured on this build"

This means your installed build was compiled without an API key. Update to the latest version from the App Store / Play Store.

Backup file is too large to share

JSON backups are small (just text). The Full Export ZIP can be large because it bundles every photo. To work around the share-sheet limit, use Settings → Full Export and pick "Save to Files" in the share sheet — that lets you save locally and move/upload via your file manager.

I forgot my PIN

If you have biometric auth enabled, that still works. Reset the PIN via Settings → Subscription (you'll be prompted to re-authenticate, then can change it).

If you have no biometric and no PIN — you'll need to reinstall the app and restore from a backup. The PIN intentionally cannot be reset without authentication; it would defeat the purpose.

Live pricing shows "—" or "Unable to fetch"

This is usually a network blip or eBay rate-limiting. Pull-to-refresh on the Detail screen, or open the item again later. If it persists for hours, eBay may have changed their HTML — open a support email and we'll patch it. (Most pricing fixes ship within a week.)

How do I move my data to a new phone?
  1. Old phone: Settings → Full Export. Save the ZIP to iCloud Drive / Google Drive / Files.
  2. New phone: install AssetVault, sign in with the same Apple ID / Google account (so your purchases come along), then Settings → Restore. Pick the ZIP.
  3. Tap "Restore Purchases" if Pro doesn't auto-apply.

Looking for a how-to?

The Guides section walks through importing from competitors, AI photo ID, AI Pre-Grade, backup & restore, and the rest.

Press & partnerships

Email [email protected] with "Press" in the subject.