Frequently Asked Questions

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Password Safe (Lite)

Copies of apps that are no longer available to download from the usual channels can now be found here:

Discontinued Apps

Note that all software listed here is no longer supported and it is recommended that you update to more current apps.

License files will only work if you purchased them in Play Store.

You have stored large images in the database and your device is unable to load them.

Image storage was intended for small thumbnails not multi megapixel photos.

Delete the image fields from your data and try again.

You have to wait a whole minute (at the default settings) WITHOUT EXITING THE APP.

There is a progress bar on screen that counts down although it is rather small so you may not realised that it is a progress bar.

If you close the app, open another app or allow the screen to turn off the countdown will begin all over again next time you open the app.

This is a problem installing the app and not a problem with the app itself.  Because of this, support is available directly from Google who are responsible for supply and installation of all apps from Play Store. The error number may change but the effect is the same. The app does not install.

Possible quick fixes:

1. Uninstall the old version and then reinstall the new one. This resolves it for 99% of folks. 

Please remember to backup your data to a safe place before uninstalling. If you backup Dropbox, ensure the backup file is safely there before uninstalling the old version. Check your file in Dropbox so that you know which folder it is in (the default is Apps\Password Safe Pro) and that the date of the backup file matches the date you just made the backup. (See highlighted in the image below)

2. Install manually (avoiding Google Play). The apk is available from here:



5. Contact Google Support directly at as it is they who support Play Store.

I attempted to get an answer from Google Developer Support as to what causes this error but they were unable to help me and simply gave me this stock response.

Thanks for contacting Google Play Developer Support. We’re happy to help with issues that Android Developers experience while using the tools and services needed for distribution of apps through Google Play, however we don’t support Play Store error messages.

To provide users with the best help, please direct them to contact Google Play User Support at

I’m sorry we couldn’t help you any further, though if you have any issues distributing Android apps through the Google Play Developer Console, please feel free to let me know.

Are you sure you are using the correct password?

Are you using the correct password for the wallet you are attempting to open? Each wallet has an independent password.

Have you recently restored your data from a backup? Your password will revert to the one that was in use at the time of the backup.

Do you have data wipe turned on? You may have mistyped your password and unwittingly wiped your data.

A query that sometimes arises is “I recently update the app in Play Store and now my password does not work\my data is gone“.  If the update process proceeds normally, your data files remain untouched. It can happen sometimes whereby the update procedure malfunctions and removes your data. On one occasion I am aware of the phone corrupting the data files making them inaccessible to the app.  For this reason, you should always backup your data before updating.

If you are sure you are using the correct password but the app does not accept it, your database may have been corrupted. You should restore your data from a backup but remember that the password that was in use at the time of the backup will also be restored.

Another common mistake is to use the wrong backup. Make sure the backup file you have restored is the one you think it is and not a different one that was made at a different time with a different password that you only ever used as a test. (It has happened).

It is not possible to recover a lost password or to find out what password was used to encrypt your data.

The only absolute certainty is that if the app tells you you have entered an incorrect password then you really have.

Refunds for Android apps are available by following the instructions here:

If your request falls outside the 2 hour limit, you should contact Google directly.

Developers do not know your details so supplying your Google account details does not help.

Refunds for Windows applications are not available. Sales are final because there is a 14 day trial period which you can use to decide if the product meets your needs. After a license is issued, there is no way to cancel it.

There is nothing that can be done to make the app work as it once did on a pre-KitKat device.

Please read this article.

Password Safe already requests the WRITE_EXTERNAL_STORAGE permission which gives it access to any public folder on the internal storage and read permissions for any folder on external storage.

What you have to do is only attempt to save backups to the apps accessible private folders on your SD card which is locatedcan be created on your SD card at :

Please see here for more technical information:

In summary, you are now restricted to a specific folder and can only save backups in that folder. There is now no way that any KitKat device can have unrestricted access to the entire SD card (root capable apps on rooted devices excepted of course)

The likely cause is that the file you are restoring does not contain the data you think it does.

Possibly you have multiple backup files and are restoring the wrong one or you have overwritten your backup file with an empty wallet by accidentally backing up instead of restoring.

Restoring a database only replaces your current data file with the backup file. It does not change the contents of either file and can never display data it does not contain.

If you store your data in Dropbox, you can recover earlier versions of the file using the Dropbox web site.

There is no guarantee that the backup folder is in the same place on a different phone. Your new phone is most likely looking in a different location to the old phone.

This article mentions this fact.

This article gives a full description of how SD storage work.

You can test this by creating a new uniquely named folder in your backup folder using your old phone and then trying to find that folder in your new phone. Another test would be to see if you can remove your SD card from your old phone yet still see your backup files on it.

The backup files will be visible when you navigate to the correct folder. If no backup files are displayed then it means you do not have any backup files in the folder you are currently viewing.

Password Safe Lite is identical to Password Safe Pro except for:-

  • No desktop application is available for Lite
  • Lite does not have WiFi or Dropbox Backup.
  • Lite does not have Remote wipe by SMS (Version 3 and above now does)
  • Password Safe Pro requires Password Safe License to unlock the trial.
  • Password Safe Lite is not a trial.

Both apps use the same database format so to move data between apps, you should perform an SD card backup from one app and then restore the same database to the other app.

You can enable 256Bit by choosing the option from the menu on the “Change Password” Screen. After changing the password, the selected encryption strength will be in use.

New wallets will use 256Bit by default.

Turn off “Auto Sort” in the preferences.

You should now see a new “Sort” option in main menu.

Auto sort can be turned on and off separately for folders\cards and fields.

No. You are the only person who ever knew your password. If you cannot remember it, you need to uninstall\reinstall the app and start all over again.

Your data is NOT recoverable without the password.

You do not need to buy the app again. Your purchase is stored in your Google account. You can re-install apps you have purchased at any time.

Your data is not automatically saved. You must use the “Backup” feature to save your data.

Any problem which causes data to be lost can be resolved by reinstalling the app from Google Play and then restoring your data from your latest backup.

If you failed to use any of the backup features of the app in the time you have been using it then you have permanently lost your data.

There are a number of reasons an app can Force Close.

If the app force closes as soon as you start it then it is likely been damaged. Apps are simply files on a small computer and if the computer crashes, the files can be damaged just like on their full size computer counterparts.

Uninstalling the app and then reinstalling should resolve the issue in this case. You can then restore your data from your latest backup.

If the app force closes when a specific operation is performed then it is likely that something unexpected is contained within the data and it does not know how to handle it or the data file is damaged.

Again, try restoring your data from a backup.

If the problem still occurs after you have restored, please fill in a support ticket giving as much detail as possible about the problem such as when it occurs, what you are doing/pressing at the time etc. Please also detail what steps you have taken so far to try to resolve the problem.

Some versions of our apps have a “Send Log” feature which will allow you to email the app log directly to us.

To re-install the paid version of the app without paying again, please see this link.

This depends on what you have a problem with  but always include the version number and Support number if you have one.

winver The Windows application displays the version number at the bottom right of the screen when you open your wallet.
 andver Android apps display the version number on the bottom of the login screen or in the “About” section of the app.
 andlic The support number (previously called the license details) are displayed on the “About” page of the Android app. It is a sequence of 15 characters separated into 5 groups of 3 characters each.

Password safe by it’s nature is a single user app but it can be made to work for more than one user if some care is taken.

If the users require only access via the Android app then there is no issue as they can simply use a common Dropbox account.

Care must be taken to avoid overwriting each others changes. It would be better if one user was given the responsibility for updating or changing data but using a common Dropbox account and turning on “Auto Backup” and “Auto Notify” could help if both users wanted to make changes.

If the users want to use the Windows application also then it gets a little more complicated as each Windows license will only work with the gmail address it was purchased for but you could create a common gmail account and add it to each phone and then use this account when purchasing the Windows license.

Each user would install the application normally and use Dropbox to keep their data in sync like they would with the Android app.

It is unlikely as it simply is not my area of expertise and the user base would be very small.

I wrote the apps for myself then it grew from there so I wrote what I already knew.

I would be happy to share the database specifications if anybody wanted to take on the task.

Reinstall your app license if required:

How to move your data from your old phone to your new phone.

If you are using Dropbox, ensure that both phones have the same settings for “Dropbox access Mode”.

On your old phone:

Upgrade to the same version of the app you have on your new phone if necessary.
Choose “Backup\Restore” from the menu.
Choose the backup method you wish to use. Dropbox is easiest. SD card requires that you manually copy the backup to your new phone.
Press “Backup” button

On your new phone:

Install app from Google Play Store
Set up an empty wallet using the same password (this is only so you can log in and access the backup menu)
Choose “Backup\Restore” from the menu.
If you chose SD card backup, copy your database to the same location on your new phone as it was on your old phone. Note this
Choose the same method you chose in the previous step.
Press “Restore” button
All your data is now on your new phone.

Note that the password will be also be restored with your data so if your backup used a different password then you will need to log out and then back into the app.

This method can also be used to copy your data to multiple devices. Dropbox backup is recommended for ease of use.

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