Face ID, locks and passcodes

Paperwise has two locks: the app lock, which asks for Face ID to open Paperwise, and Hidden, which is encrypted and always needs Face ID (plus your Hidden passcode or pattern, if you set one). Here’s what to do when either gets in your way.

The app lock

What if Face ID doesn’t work on “Paperwise is locked”?

Tap Unlock with Face ID to try again. If Face ID keeps failing, iOS offers your iPhone’s passcode instead; entering it opens Paperwise too. See The app lock.

What if I can’t turn the app lock on?

Paperwise says “To lock Paperwise, set up Face ID in the Settings app.” The app lock needs Face ID (or Touch ID, or at least a passcode) set up on the iPhone. Set it up in iOS Settings, then go back to Account → Lock and privacy and turn the lock on. Paperwise asks for Face ID once to confirm.

What if Paperwise opens without asking for Face ID?

The app lock is off, or you came back within your Lock after time.

The lock is offered at first run on new installs, including when you restore your iCloud backup during the first run. If you skipped it, turn it on in Account → Lock and privacy.
With the lock off, the vault opens without Face ID. Hidden still always needs Face ID.

What if turning the app lock off asks for Face ID?

That’s on purpose, so someone holding your unlocked iPhone can’t switch the lock off. If Face ID doesn’t succeed, the lock stays on.

What if Paperwise locks too often, or not often enough?

Change Lock after in Account → Lock and privacy (it shows while the lock is on). The choices are Immediately, 1 min, 5 min and 15 min. The time counts from when you leave Paperwise. It’s measured on a clock that keeps running while the phone sleeps and can’t be fooled by changing the date.

What if a document asks for Face ID even though Paperwise is unlocked?

It’s protected: its type is ID, Medical, Bank statement or Tax. A protected document asks for Face ID when you open, share or export it, whether or not the app lock is on, unless you unlocked in the last minute. If it isn’t really one of those, change its type with ••• → Change type…. See Protected documents, Never send to AI and Hidden.

What if the app switcher shows a blank cover instead of Paperwise?

That’s on purpose: with the app lock on (and whenever Hidden is open), the app switcher shows a cover instead of your documents. When you come back, the cover stays for a moment while Paperwise decides whether to lock.

Hidden and Face ID

What if Face ID fails when I open Hidden?

Tap Unlock with Face ID on “Hidden is locked” to try again. See Unlock options.

What if Hidden asks for my recovery key after I changed Face ID?

Hidden’s Face ID secret is tied to the faces enrolled on this iPhone. Adding a new face (or fingerprint) in iOS Settings invalidates it, so Hidden says that Face ID on this iPhone changed and asks for the recovery key you saved when you set it up.

Type your Hidden recovery key (32 letters and numbers in 8 groups) and tap Unlock.
If your space has a Hidden passcode, choose a new code or pattern and tap Save and open.
Hidden opens and saves its key again under your current Face ID. Next time, Face ID opens it as before.

If you have more than one space (Pro), each space needs its own recovery key after the change. Lock Hidden, tap Forgot passcode? and enter the next space’s key. Emergency passcodes set before the change no longer work; set them again.

If you think the change was a mistake, tap Try Face ID again first.

Note: Without the recovery key, what’s in Hidden can’t be opened, and Paperwise can’t recover it. Keep the key somewhere other than your iPhone.

Hidden passcodes

What if I typed the wrong Hidden passcode or pattern several times?

After 5 wrong tries, Paperwise makes you wait before the next one (“Too many wrong tries. Try again in …”). The wait starts at a minute and grows, up to an hour per try. This protects Hidden against someone guessing.

The count is kept in the iPhone’s Keychain, so closing, restarting or reinstalling Paperwise doesn’t reset it.
Restarting the iPhone starts an unfinished wait again; it never shortens it.
Opening another space doesn’t give you fresh tries.

Wait it out, then try carefully. If you’ve forgotten the passcode, use the recovery key instead (below).

What if my code isn’t accepted as I type it?

Codes don’t unlock by themselves when they reach a certain length. Type the whole code and tap Unlock (or Return). If you set a pattern, tap Use pattern; for a code, tap Use code.

What if I forgot my Hidden passcode or pattern?

Open Hidden and tap Forgot passcode? on “Hidden is locked”.
Type your Hidden recovery key and tap Unlock.
Choose a new code or pattern and tap Save and open.

Each space has its own recovery key: the key you type opens the space it belongs to. See Recovery key and Forgot passcode.

What if I lost the Hidden recovery key too?

Then what’s in Hidden can’t be opened, by you or by us. Paperwise can’t show the key again because it never stores it. To start over, tap Erase Hidden on this iPhone… on the recovery screen. It asks for Face ID first, then deletes every space, hidden item, passcode and recovery key on this iPhone. Copies already synced or in your encrypted backup stay encrypted and can be restored only with their recovery keys. This can’t be undone.

What if the recovery key “doesn’t match”?

Paperwise says “That recovery key doesn’t match. Check it and try again.” Check for mixed-up characters (such as 0 and O) and that you’re using Hidden’s key, not your account’s or the backup’s. If the key belongs to a space synced from another iPhone and you use a Hidden passcode, Paperwise offers to restore that space here (Pro).

What if Hidden locked while I was using it?

Hidden locks when you leave Paperwise and after 5 minutes without use. Open it again with Face ID (and your code or pattern).