# Troubleshoot opening, saving and locking

> Match the symptom to its access layer and preserve your vault while checking the cause.

Document ID: phantom-help:phantomvault/troubleshooting
Product: PhantomVault
Platforms: macOS and iOS
Updated: 2026-11-02
Availability: Preview-build instructions.
Tested app version: Not recorded
Tested build: Not recorded
Tested OS version: Not recorded

Source: https://llms.phantomsecure.app/phantomvault/troubleshooting.md
Human guide: https://phantomsecure.app/help/phantomvault/troubleshooting/
Agent guide: https://llms.phantomsecure.app/phantomvault/troubleshooting/
Documentation index: https://phantomsecure.app/llms.txt
Full handbook: https://phantomsecure.app/llms-full.txt

## The calendar appears instead of my vaults

PhantomCal opening mode is enabled. Open **Go to Date**, enter the separate calendar credential, then choose **Go to Date** on Mac or **Go** on iOS. A normal valid date navigates the calendar. Follow [the opening-mode guide](https://phantomsecure.app/help/phantomvault/phantomcal-opening.md).

If the private interface then asks for app authentication or a vault password, that is a separate access step. The calendar credential does not satisfy it.

## My password is rejected

Check that you are using the vault's password in the vault unlock screen, not an app password, calendar secret or device passcode. Check the selected vault and exact characters. A security-key vault requires its registered key rather than a password.

If the message shows an attempt delay, wait for it to finish before trying again. PhantomVault has no vault-password reset. Keep the file and any device that can still open it while reviewing your saved credentials.

## The file arrived, but another device cannot open it

Check that the complete current file arrived and that iCloud Keychain has synchronized. A missing custody key or freshness checkpoint can prevent opening even when the file is present. A **This Mac** vault remains bound to its original Mac.

Do not replace a newer file with an old snapshot or clear Keychain items. See [backup and transfer](https://phantomsecure.app/help/phantomvault/backup-transfer.md).

## Mac asks for filesystem setup

Use the app's **Open File System Extensions** or **Open Login Items & Extensions** button, then enable **PhantomVault** under File System Extensions. Standalone PhantomVault has its own extension; a permission for the PhantomSecure suite does not enable it. Return to the app to resume automatically, or choose **Continue** if it was already enabled.

The current native Mac app requires Apple silicon and macOS 27. An unsupported system cannot be fixed by renaming the vault file.

## Mac will not lock or eject

Save and close files using the mounted volume, finish Finder copies, then retry **Lock & Eject**. If shown, use **Retry Locking Vaults**. Check that the volume actually disappears; hiding the app or closing a Finder window does not by itself prove a volume is locked.

## iOS says changes are waiting to save

Keep the app's local data. Restore access to the Files provider and choose **Try Saving Again**. If the file moved, use **Reconnect Files Location**. If another device changed it, export an encrypted copy of this device's version before resolving the conflict. Details are in [Files locations](https://phantomsecure.app/help/phantomvault/files-locations-ios.md).

## A file or movie will not import

Make sure its provider can download the file and that the destination has space. For a movie carrier, use the whole original file instead of a link, preview or converted video. On Mac, the cover chooser accepts MP4, M4V and MOV. Try another name or destination if creation reports a file collision.

## Plans or restored access do not appear

Use **Restore Purchases** with the Apple Account that made the Apple purchase. A website subscription is separate. If plans are unavailable, use **Try Again** where offered and check connectivity. See [subscriptions](https://phantomsecure.app/help/phantomvault/subscriptions.md).

## Still need help

Contact [PhantomVault Support](https://littleguydev.com/contact.html) with your app version, OS version, device, exact error and the step that failed. Remove private filenames from screenshots. Keep passwords, calendar secrets, security-key PINs and private file content out of the report.