Masterpasswordapp - Problem! User and all passwords disappeared!

Sven's Avatar


26 Feb, 2017 03:44 PM

Hi. I had great experiences with your app – and was also using several in-app purchases like „finger print access, security questions etc.“.

Two weeks ago – all of a sudden – I realized that the app was gone from my mobile Phone (Iphone SE; latest iOS; iCloud activated). No other app was gone – just the masterpasswordapp. First time that this has happened – ever!

I emailed your support mail-adress twice already - without any response.

I need your support to recover my user, my passwords and my licenses – please.
1. how can I open the log inspector in the latest app?
2. Where is the “in-app feedback / contact” function – so that I can send you the logs? I can’t find it.


- I reinstalled app again from the app store (cloud)
- Read through your troubleshooting page
- Deactivated icloud on the phone – and reactivated it again
- No change….

- Strange is that I can’t find the “log inspector” as it is shown in your screenshots for troubleshooting.

- Also strange is that in the Emergency Generator – I can’t open the settings. If I click on the settings “wheels” – nothing happens.. nothing.

  1. Support Staff 1 Posted by Maarten Billemo... on 26 Feb, 2017 04:03 PM

    Maarten Billemont's Avatar

    Master Password doesn't store anything in the cloud. Unless you made an export file, there is nothing to recover. But this shouldn't be an issue; master password was designed to be stateless and not rely on traditional notions such as recovery. Just create your user with your master password, add back the site you need and its correct password should appear.

    The troubleshooting section is unfortunately out of date. My apologies.

    Let me know if you need more help.

  2. Support Staff 2 Posted by Maarten Billemo... on 26 Feb, 2017 04:04 PM

    Maarten Billemont's Avatar

    FYI, the Logbook shows up at the bottom of your screen after you log in to your user and tap the little avatar at the top of the screen.

  3. 3 Posted by Sven Schroebler on 26 Feb, 2017 04:26 PM

    Sven Schroebler's Avatar

    Hi Maarten,
    thanks for your quick response.

    Do I understand it correctly, that the backup concept has changed over time (currently, nothing is stored in the iCloud anymore)? -->in the support-section, it says that the site list would be backed up in the iCloud…

    What about the in-app licenses? Will they still be in place even after reinstalling the app (I am currently not using the app) – after recreating the user?


  4. Support Staff 4 Posted by Maarten Billemo... on 26 Feb, 2017 04:47 PM

    Maarten Billemont's Avatar

    Your in-app purchases are tied to your Apple ID. They will be restored when you re-install the app. If not automatically, press the "restore purchases" button at the bottom of the in-app store.

    Yes, Master Password no longer integrates with iCloud. iCloud storage was buggy and it was deemed inappropriate to store Master Password content on Apple's servers.

    — Maarten Billemont (lhunath) —
    me: <> – business: <> – <>

  5. 5 Posted by Sven Schroebler on 27 Feb, 2017 08:29 PM

    Sven Schroebler's Avatar

    Hi Maarten,
    thanks for your feedback. Unfortunately, I still cannot recover my in app purchases. After recreating my profile, e.g. TouchID is still not available. Also the manual recovery process at the bottom of the in-app store does not work.
    -->In the logbook, I see the error message “StoreKit restore failed: Error; 0 (SKErrorDomain); Connection to iTunes Store not possible”

    What can I do now?


  6. Support Staff 6 Posted by Maarten Billemo... on 27 Feb, 2017 08:42 PM

    Maarten Billemont's Avatar

    Are you able to use the App Store and get apps using the same Apple ID that you used to buy your in-app purchases before?

  7. 7 Posted by Sven Schroebler on 27 Feb, 2017 09:33 PM

    Sven Schroebler's Avatar

    Yes, I just checked. I can download new apps. And I haven’t changed my Apple ID.

  8. 8 Posted by Sven Schroebler on 28 Feb, 2017 12:28 PM

    Sven Schroebler's Avatar

    Hi Maarten.
    Just for your information: I had already deactivated and reactivated the iCloud on the iPhone.
    Still, I receive an error message when I try to restore the purchases.

    Do you maybe have any chance to check if my purchases are still registered?
    Any other chance for me to recover my purchases?

    Thanks in advance.


  9. Support Staff 9 Posted by Maarten Billemo... on 28 Feb, 2017 04:06 PM

    Maarten Billemont's Avatar

    Your purchases are not registered with me; I cannot see them, you haven't purchased anything from me. You have purchased something from Apple. Apple has the accounts for this, and should have sent you a receipt, too. Apple will not let you purchase an item twice, so if you want, you can try to make the same TouchID purchase, and Apple should detect that the item has already been purchased by your AppleID and give you access to it for free. It will only charge you again if your Apple ID does not already have this purchase.

    Regardless, this is an Apple issue; there isn't terribly much I can do about it since I'm simply not involved and have no access to these records.

  10. 10 Posted by Sven Schroebler on 28 Feb, 2017 04:44 PM

    Sven Schroebler's Avatar

    Thanks for the clarification and your support, Maarten.
    I’ll try the in-app store again.

  11. Maarten Billemont closed this discussion on 06 May, 2017 12:33 PM.

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