This is rare but if it does happen, it means that the database on your phone has been corrupted and needs to be redownloaded from the secure cloud. If you haven’t set up SamePage sync and don’t have your data in the secure cloud, contact us here. If you do have a sync account set up, it is relatively easy to get back up and running:

  1. Allow Passwords Plus to “self destruct” on the device where it’s not working. To do this, enter in a wrong password 5 times (the default for self destruct). If you don’t have self destruct turned on or if it’s set to a very high number of missed passwords, you will need to uninstall and reinstall the app.
  2. When you see the welcome screen, enter in the Master password that you believe to be correct (even if it wasn’t working prior to this).
  3. Enter in the email address that you used to set up the account. Note that the email address is case sensitive.
  4. You will be asked for your Sync ID. You can find your Sync ID by having it emailed to you OR by looking in your Sync Settings on another device that is syncing to the same Passwords Plus account.

Once you enter in the sync settings, Passwords Plus will sync and your data will come from the secure cloud onto your device.