Support

Need a hand with Arca? Most answers are below. If you're still stuck, email support@trilliwon.com and we'll help — without ever asking to see what's in your vault (we can't, by design).

Getting started

1. Download Arca from the App Store and open it.
2. Create a PIN that is private and memorable. It protects your vault's encryption keys.
3. Optionally enable biometric unlock in Settings. The available method depends on your device.
4. Tap “+” to import photos and videos. Arca encrypts the copy in your vault. Removing the original from your gallery requires a separate confirmation; some sources must be removed manually.

Common questions

I forgot my PIN. Can you reset it?

We cannot reset your PIN or decrypt your vault. If you have an encrypted backup and remember the PIN that protects it, you can restore. Otherwise, the vault cannot be opened. Please remember your PIN and keep a backup.

How do I set up the decoy vault?

In Settings, create a decoy PIN. Entering that PIN at unlock opens a separate, harmless vault while your real vault stays hidden and encrypted. Put a few innocuous photos in the decoy so it looks real.

How do encrypted backups work?

With Premium, use Settings to create a single encrypted .arcavault file containing your media, albums, and library metadata. Save it to Files, iCloud Drive, or any storage you trust — it's already encrypted and requires the PIN used when it was created. Device authentication settings must be configured again after restore. Generated transcripts are not included in the backup.

How do I move my vault to a new iPhone?

Install Arca on the new iPhone, then import your .arcavault backup and enter your PIN. Everything restores locally — no account or cloud needed.

What about the break-in report?

Arca can record failed unlock attempts, including the time and attempted PIN. If you enable break-in photos and grant camera permission, it can also take a front-camera photo. Your device may display a camera privacy indicator. This evidence is encrypted locally and is not uploaded by Arca.

Managing your subscription

For App Store purchases, open iOS Settings → tap your name → Subscriptions. For Google Play purchases, open Play Store → your profile → Payments & subscriptions → Subscriptions. Cancelling does not remove or lock photos you've already imported. Deleting Arca does not cancel a subscription.

I paid, but Premium is not active

Check that you are using the store account that made the purchase, then use Restore Purchases in Arca's Settings or purchase screen. A pending payment must complete before Premium activates. If the app closed during payment, check your purchase status before buying again. Contact support with the store and order reference if restoration still fails; do not send card details, your PIN, or vault files.