
      <h2>First: check whether any device is still unlocked</h2>
      <p>If KeyMe Pass on any device is <strong>currently unlocked</strong> (or can still be opened with a PIN or fingerprint), <strong>export your data now</strong>, before doing anything else.</p>
      <p>Export is free and unlimited. With an export file in hand, your data survives whichever path you take next.</p>
      <p>⚠️ Do not start with a reset — some reset paths clear your cloud data, and cannot be undone.</p>

      <h2>Then see what you still have</h2>
      <table>
        <thead>
          <tr><th>What you have</th><th>Path</th><th>Data</th></tr>
        </thead>
        <tbody>
          <tr><td><strong>Recovery key</strong></td><td>Reset the master password with it</td><td>✅ Fully kept</td></tr>
          <tr><td>Only the registered email</td><td>Reset the account by email</td><td>❌ Cloud data cleared</td></tr>
          <tr><td>Neither, but a device is unlocked</td><td>Export first, then reset by email</td><td>✅ Via the export file</td></tr>
          <tr><td>Neither, and no unlocked device</td><td>Email reset only</td><td>❌ Data cannot be recovered</td></tr>
        </tbody>
      </table>

      <h2>Path 1: reset with the recovery key (preferred)</h2>
      <p>On the unlock screen choose "Forgot master password", enter the recovery key, then set a new master password.</p>
      <p><strong>All data is kept</strong>; nothing needs re-importing.</p>
      <h3>Two things to watch</h3>
      <ul>
        <li>The reset issues a <strong>new recovery key</strong>, again <strong>shown only once</strong>. Write it down there and then — skipping that leaves you without one.</li>
        <li>The request is valid for <strong>24 hours</strong> and lapses after that. Until it takes effect the <strong>old master password still works</strong>, so abandoning midway is safe.</li>
      </ul>

      <h2>Path 2: reset by email</h2>
      <p>Only for when you have no recovery key.</p>
      <p><strong>Consequence: your cloud data is cleared.</strong> The account remains usable, but passwords, codes and documents previously synced to it will not be kept.</p>
      <p>This step <strong>cannot be undone</strong> once completed — unlike the recovery-key path, there is no 24-hour window.</p>

      <h3>Why we cannot simply unlock it for you</h3>
      <p>KeyMe Pass is end-to-end encrypted: data is encrypted on your device with a key derived from your master password, and the server holds only ciphertext. We do not have the key, cannot decrypt it, and cannot work around it.</p>
      <p>That is the cost of end-to-end encryption, and also the point of it — any backdoor that let us "recover it for you" could be used by someone else.</p>

      <h2>Common situations</h2>
      <h3>I am sure the password is right but it is rejected</h3>
      <p>In KeyMe Pass the <strong>account password and master password are the same</strong>, so there is no second password to have mixed up. Check:</p>
      <ul>
        <li>Caps lock and input method</li>
        <li>Whether you are using an old password — if you changed it on another device, this one needs the new value</li>
      </ul>

      <h3>Getting data back after a reset</h3>
      <p>If you exported beforehand, sign in with the new password and use Data management → Import.</p>

      <h2>Related</h2>
      <ul>
        <li><a href="/help/recovery-key">What the recovery key is, and what happens if you lose it</a></li>
        <li><a href="/help/account-setup">Creating your account and master password</a></li>
      </ul>
    

If You Forget Your Master Password


      <h2>First: is it supported on this platform?</h2>
      <p>Some cases are not misconfiguration but a platform that does not expose the capability. Check the table before troubleshooting:</p>
      <table>
        <thead>
          <tr><th>Platform</th><th>Fill passwords</th><th>Save new ones</th><th>Passkeys</th></tr>
        </thead>
        <tbody>
          <tr><td>Android</td><td>✅</td><td>✅</td><td>✅ Android 14+</td></tr>
          <tr><td>iOS</td><td>✅</td><td>✅ iOS 26.2+</td><td>✅ iOS 17+</td></tr>
          <tr><td>macOS</td><td>✅ <strong>Safari and native apps only</strong></td><td>❌</td><td>✅ macOS 14+</td></tr>
          <tr><td>Windows</td><td>❌ use the extension in browsers</td><td>—</td><td>—</td></tr>
          <tr><td>HarmonyOS Next</td><td>❌ no system interface</td><td>❌</td><td>❌</td></tr>
        </tbody>
      </table>
      <p>Two limits that are often mistaken for bugs:</p>
      <ul>
        <li><strong>Non-Safari browsers on macOS do not use system autofill</strong> — Chrome and Edge need the <a href="/help/extension">browser extension</a>.</li>
        <li><strong>Windows and HarmonyOS have no system-wide autofill.</strong> The platform does not expose the interface; it is not a missing feature. On Windows, use the extension for web pages.</li>
      </ul>

      <h2>Check in this order</h2>

      <h3>1. Is KeyMe Pass set as the default autofill service? (most common)</h3>
      <p>The large majority of "nothing happens at all" cases are this. In system settings, search for "autofill" and confirm the default service is KeyMe Pass.</p>
      <p>Turning the switch on inside the app is not enough — without the system-level default, no suggestions appear in other apps.</p>

      <h3>2. The background pop-up permission (common on Chinese Android ROMs)</h3>
      <p>Symptom: <strong>tapping to fill does nothing at all</strong>.</p>
      <p>This permission is usually off by default on these systems and buried in settings. KeyMe Pass has a direct link to it under My → Autofill.</p>
      <p><strong>If that link is missing</strong>, or you would rather find it yourself: <strong>open system settings and search the top search box</strong> for the Chinese term 后台弹窗 (background pop-up); 后台弹出 and 后台启动 work too.</p>
      <figure class="help-figure help-figure-portrait">
        <img src="/screenshoots/help/hw-settings-search.png" alt="Searching Huawei system settings for the background pop-up permission, which resolves to Privacy &gt; Permission manager" loading="lazy" />
        <figcaption>Searching settings beats digging through menus (screenshot shows the Chinese interface)</figcaption>
      </figure>
      <p>Open the result and switch KeyMe Pass on:</p>
      <figure class="help-figure help-figure-portrait">
        <img src="/screenshoots/help/hw-bg-popup.png" alt="The Huawei background pop-up permission screen with KeyMe Pass switched on" loading="lazy" />
        <figcaption>Huawei's background pop-up screen, with KeyMe Pass enabled</figcaption>
      </figure>
      <p>⚠️ Those screenshots are <strong>a Huawei example</strong>. Each Chinese Android system names and files this setting differently — some call it "background pop-up interface", others put it under app launch management. <strong>Searching is more reliable than following a fixed path.</strong></p>

      <h3>3. Notification permission</h3>
      <p>Symptom: <strong>a changed password is not saved</strong>. The save prompt relies on notifications.</p>

      <h3>4. Is the URL on the entry correct?</h3>
      <p>Filling works by URL matching. If one site never offers suggestions, open the entry and check the URL field:</p>
      <ul>
        <li>Is the full domain there?</li>
        <li>For app sign-ins, is the entry linked to that application?</li>
      </ul>

      <h3>5. Is the vault locked?</h3>
      <p>No suggestions are offered while locked. Unlock and retry. If it locks too often, raise the auto-lock timeout in Security settings.</p>

      <h2>Specific symptoms</h2>

      <h3>Filling works, but saving is never offered (Edge and similar)</h3>
      <p>This is <strong>deliberate, not a fault</strong>. Some browsers use the system compatibility mode, in which KeyMe Pass receives dots as placeholders rather than the real password. Offering to save would store a row of dots.</p>
      <p>So in those browsers it <strong>fills but does not offer to save</strong>. Add new passwords manually, or use the <a href="/help/extension">browser extension</a>, which is not subject to this.</p>

      <h3>Nothing appears in certain apps</h3>
      <p>Some apps do not implement the standard autofill interface. On Android you can enable accessibility-based detection as a fallback path for those.</p>
      <p>Treat it as a fallback — get steps 1–3 right first.</p>

      <h3>Creating a passkey fails</h3>
      <ul>
        <li><strong>Android</strong>: needs Android 14 or later with Google Play services. Some Chinese ROMs expose no third-party credential provider and cannot use it.</li>
        <li><strong>iOS</strong>: needs iOS 17 or later.</li>
        <li><strong>HarmonyOS</strong>: not supported (no GMS, and no system interface).</li>
      </ul>

      <h2>Related</h2>
      <ul>
        <li><a href="/help/autofill">Autofill guide</a> (setup steps)</li>
        <li><a href="/help/extension">Browser extension</a></li>
        <li><a href="/help/passkey">Passkey guide</a></li>
      </ul>
    

Autofill Is Not Working: How to Diagnose It


      <h2>First: sync is a membership feature</h2>
      <p>Multi-device sync is part of membership. <strong>Without it, nothing syncs automatically</strong> and each device works on its own — that is not a fault.</p>
      <p>You can still move data across once with <strong>export / import</strong>; export is unlimited.</p>
      <p>Note that using your own WebDAV server <strong>also requires membership</strong>. Membership covers the ability to sync across devices; you choose where the data lives, and your own server has no size limit.</p>

      <h2>Check in this order</h2>

      <h3>1. Are both devices on the same account?</h3>
      <p>The most common cause. Compare the account email on the My page of each device.</p>

      <h3>2. Trigger a sync manually</h3>
      <p>The sync card at the top of the home screen has "Sync now". Watch what it reports — a specific error is far easier to act on than silence.</p>

      <h3>3. Network</h3>
      <p>Sync needs a connection. On a corporate network or behind a proxy, check that it is not being blocked.</p>

      <h3>4. Has the other device synced?</h3>
      <p>Sync is not a live push. Device A uploads, then device B must pull before the change appears. Sync both, then compare.</p>

      <h3>5. Custom WebDAV returning 404 / 405</h3>
      <p>That comes from non-standard protocol behaviour on the server side, and has its own fix: <a href="/help/webdav">What to do about WebDAV 404/405 errors</a>.</p>

      <h2>If the same entry is edited on two devices</h2>
      <p><strong>Fields are resolved separately.</strong> If two devices changed <strong>different fields</strong> of the same entry — say a note on one and the password on the other — both edits survive.</p>
      <p>Only when the <strong>same field</strong> was changed on both devices is there a choice to make, and then the <strong>later</strong> edit wins.</p>
      <p>So if you change the password on your phone and the note on your computer at the same time, <strong>the two edits are not merged and the earlier one is lost</strong>.</p>
      <p>This is a deliberate trade-off for now; we are measuring how often conflicts actually occur before deciding on field-level merging.</p>
      <h3>Suggestions</h3>
      <ul>
        <li>Sync before making a batch of changes</li>
        <li>Avoid editing the same entry on two devices at once</li>
      </ul>
      <p>One exception: <strong>when a deletion and an edit land at the same moment, the edit wins</strong>, so nothing is lost to a race.</p>

      <h2>Entry counts differ between devices</h2>
      <ol>
        <li>Sync both and compare again — usually one side has not pulled yet</li>
        <li>Check the <strong>recycle bin</strong>: deleted entries go there and are excluded from lists. Its contents have no expiry and are never cleared automatically, so they can be restored at any time</li>
        <li>Check you are not on two different accounts (step 1)</li>
      </ol>

      <h2>The extension and the app show different things</h2>
      <p>The extension syncs <strong>passwords and 2FA codes</strong>. Documents, payment cards, secure notes and SSH keys live in the app only, so not seeing them in the extension is expected.</p>

      <h2>Related</h2>
      <ul>
        <li><a href="/help/webdav">WebDAV 404/405 errors</a></li>
        <li><a href="/help/extension">Browser extension</a></li>
      </ul>
    

When Sync Fails


      <h2>What membership covers</h2>
      <p>Exactly one thing is paid for: <strong>multi-device sync</strong>, including cloud backup and attachment space.</p>
      <p>The free tier includes unlimited entries, autofill, passkeys, two-factor codes, the generator, the security check, biometric unlock and data export.</p>
      <p>Alongside the recurring plans there is a one-off <strong>lifetime</strong> purchase.</p>
      <p>Which plans exist and what they cost is <strong>whatever the page shows you</strong> — both the Membership screen in the app and the <a href="/pricing">pricing page</a> list what you can actually buy right now. Currency and amount vary by region, and promotions change them.</p>

      <h2>Where to buy</h2>
      <p>Through the Membership screen in the app. The payment method follows your platform and region automatically; there is nothing to choose.</p>

      <h3>Restoring a purchase</h3>
      <p>If your membership does not come back after reinstalling or changing devices, use <strong>Restore purchases</strong> at the bottom of the Membership screen.</p>
      <p>⚠️ Restoring <strong>requires signing in first</strong> — entitlements belong to the account, not the device.</p>

      <h2>When membership lapses</h2>
      <table>
        <thead><tr><th></th><th>After it expires</th></tr></thead>
        <tbody>
          <tr><td>Local data</td><td><strong>All still there</strong>, readable and editable</td></tr>
          <tr><td>Multi-device sync</td><td>Stops</td></tr>
          <tr><td>Free-tier features</td><td>Unaffected</td></tr>
        </tbody>
      </table>
      <p>In other words, <strong>expiry does not lock you out of your data</strong>; the devices simply go back to working independently.</p>
      <p>Exporting a backup before expiry is worth doing — export is free and unlimited.</p>

      <h2>Changing the master password</h2>
      <p>My → Security settings → Change master password, verifying one of two ways:</p>
      <ul>
        <li><strong>With the old master password</strong> — the usual case</li>
        <li><strong>With the recovery key</strong> — if you have forgotten it. This issues a <strong>new recovery key</strong>, again shown only once, so write it down there and then</li>
      </ul>
      <p>Afterwards:</p>
      <ul>
        <li><strong>The PIN and biometrics keep working</strong> and need no re-setup</li>
        <li>Other devices need the new master password to unlock</li>
      </ul>

      <h2>Deleting your account</h2>
      <p>On the My tab, tap your profile card to open <strong>Edit profile</strong>; <strong>Delete account</strong> is at the bottom.</p>

      <h3>🔴 Cancel the subscription first</h3>
      <p><strong>Deleting the account does not cancel a store subscription.</strong> On an auto-renewing plan, the store <strong>keeps charging</strong> after deletion.</p>
      <p>The right order:</p>
      <ol>
        <li>Cancel auto-renewal where you bought it (App Store, Google Play and so on)</li>
        <li>Once renewal has stopped, come back and delete the account</li>
      </ol>

      <h3>The process</h3>
      <p>Two deliberate steps:</p>
      <ol>
        <li><strong>Risk disclosure</strong> — read the three consequences and confirm</li>
        <li><strong>Double verification</strong> — enter the master password <strong>and type the phrase "Delete my account"</strong>; both are required</li>
      </ol>

      <h3>Consequences</h3>
      <ul>
        <li>Cloud data, backups and subscription records are permanently deleted and <strong>cannot be recovered</strong></li>
        <li>Local data (passwords, codes, attachments) is wiped and the app restarts</li>
        <li>Other devices signed into the account are signed out immediately</li>
      </ul>
      <p>If you want to keep any of it, <strong>export first</strong>.</p>

      <h2>Related</h2>
      <ul>
        <li><a href="/help/export-backup">Export and backup</a></li>
        <li><a href="/help/sync-setup">Setting up multi-device sync</a></li>
        <li><a href="/help/recovery-key">What the recovery key is, and what happens if you lose it</a></li>
      </ul>
    

Account, Membership and Deletion


      <h2>First: which HarmonyOS are you on?</h2>
      <p>This determines most of what follows, and <strong>the two are very different</strong>:</p>
      <table>
        <thead><tr><th></th><th>HarmonyOS 4.x and earlier</th><th>HarmonyOS NEXT (5.0+)</th></tr></thead>
        <tbody>
          <tr><td>Underneath</td><td>Built on Android</td><td>Pure HarmonyOS; no Android app compatibility</td></tr>
          <tr><td>Autofill</td><td><strong>Works</strong></td><td><strong>Not available</strong></td></tr>
          <tr><td>Which build you install</td><td>The Android one</td><td>The HarmonyOS one</td></tr>
        </tbody>
      </table>
      <p>Check under Settings → About phone. <strong>Most Huawei phones in use today are 4.x or earlier</strong>, where autofill works normally.</p>

      <h2>Autofill</h2>

      <h3>HarmonyOS 4.x and earlier: works, with one extra step</h3>
      <p>Set it up the Android way — see the <a href="/help/autofill">autofill guide</a>. Two things specific to Huawei:</p>
      <ul>
        <li><strong>The background pop-up permission must be on.</strong> Without it, tapping to fill does nothing at all. It lives under Settings → Privacy → Permission manager → background pop-up; the quickest way there is to <strong>search settings</strong> for 后台弹窗. See <a href="/help/autofill-troubleshooting">troubleshooting autofill</a>.</li>
        <li><strong>Huawei's secure keyboard covers the suggestion popup.</strong> On password fields the system may force its secure keyboard, which hides the fill prompt. Turn the secure keyboard off in keyboard settings, or use accessibility-based recognition instead.</li>
        <li><strong>Suggestions do not appear above the keyboard.</strong> Chinese Android systems generally do not support inline suggestions, so KeyMe Pass falls back to a floating panel — a different position, the same function.</li>
      </ul>

      <h3>HarmonyOS NEXT: not yet supported</h3>
      <p>HarmonyOS NEXT <strong>has not opened the system APIs autofill depends on</strong>, so no password manager can fill across apps there. This is a platform limitation rather than something specific to KeyMe Pass.</p>
      <p>Until then, copy from the app and paste. We will follow once the APIs open up.</p>

      <h2>Passkeys</h2>
      <p>Support comes down to the <strong>Android version, not whether Google services are present</strong> — a common misconception.</p>
      <table>
        <thead><tr><th>Your device</th><th>Create and sign in?</th></tr></thead>
        <tbody>
          <tr><td>Android 14 or later with the system credential framework</td><td>Yes</td></tr>
          <tr><td><strong>Android 13 or earlier</strong></td><td><strong>No</strong></td></tr>
          <tr><td>HarmonyOS NEXT</td><td>No</td></tr>
        </tbody>
      </table>
      <p>The reason: for a third-party app to act as a passkey provider it needs a <strong>system framework introduced in Android 14</strong>. Below that version the mechanism simply does not exist.</p>
      <p>Most Huawei models today run an Android base below 14, so <strong>creating and signing in with passkeys is not available</strong> on them.</p>

      <h3>Synced passkeys are still visible</h3>
      <p>Passkeys you created elsewhere — on an iPhone or a newer Android phone — appear in the list on your Huawei device once sync is on. You <strong>can view and manage them; you just cannot sign in with them here</strong>. The app says so at the top of the list.</p>

      <h2>Membership and subscriptions</h2>
      <ul>
        <li>The <strong>HarmonyOS build</strong> purchases through Huawei's in-app payment.</li>
        <li>⚠️ <strong>Cancelling has to happen in Huawei's own account area</strong>, not in our app: AppGallery → Me → Manage subscriptions.</li>
        <li>If you have purchased on more than one platform, those subscriptions are independent and <strong>each has to be cancelled separately</strong>.</li>
      </ul>
      <p>For current plans and prices, see the Membership screen in the app or the <a href="/pricing">pricing page</a>.</p>

      <h2>Other</h2>

      <h3>Network errors while the phone is clearly online</h3>
      <p>Huawei systems gate network access per app. Check Settings → Apps &amp; services → App management → KeyMe Pass → Data usage, and allow both mobile data and Wi-Fi.</p>

      <h3>App updates</h3>
      <p>The HarmonyOS build updates through <strong>AppGallery</strong>; there is no in-app update check.</p>

      <h3>These all work normally on Huawei</h3>
      <p>So you are not left wondering:</p>
      <ul>
        <li>Fingerprint and face unlock</li>
        <li>Local encrypted storage and every vault feature</li>
        <li>Multi-device sync and cloud backup</li>
        <li>Import and export</li>
        <li>The browser extension (it runs on your computer, independent of the phone)</li>
      </ul>

      <h2>Related</h2>
      <ul>
        <li><a href="/help/autofill">Autofill guide</a></li>
        <li><a href="/help/autofill-troubleshooting">Troubleshooting autofill</a></li>
        <li><a href="/help/passkey">Using passkeys</a></li>
        <li><a href="/help/account-subscription">Account, membership and deletion</a></li>
      </ul>
    