Contact support
Email: xqing4049@gmail.com
To help us investigate without exposing secrets, include the app version, iOS/iPadOS version, device model, language, the screen involved, and exact steps that reproduce the issue.
Codes are not accepted
- Confirm the issuer/account and imported secret are correct.
- Enable automatic date and time in iOS Settings; TOTP codes depend on accurate device time.
- Check whether the service expects TOTP or HOTP, and whether its algorithm or digit count differs.
- Use the service’s recovery codes or account-recovery process if access is urgent.
iCloud Sync
- Confirm the same Apple Account is signed into iCloud on each device.
- Confirm Authenticator Pro is active and iCloud is available.
- Enter the same separate sync password on every device.
- The sync password is never saved or uploaded and cannot be recovered by Cosine Studio or Apple.
- Turning sync off stops synchronization but does not delete local or iCloud data.
Subscriptions and purchases
- Use Restore Purchases in the upper-right of the Pro screen.
- Manage or cancel subscriptions at Apple Account Subscriptions.
- Request eligible refunds at Apple’s Report a Problem.
- A three-day weekly trial appears only when StoreKit reports both the offer and Apple Account eligibility.
- Deleting the app does not cancel a subscription.
Backups and device changes
Create a password-protected encrypted backup before replacing, resetting, or deleting a device. Store the backup password separately. Cosine Studio cannot recover an encrypted backup password. Verify a restore on the destination device before removing the old copy when possible.
App Lock or lost credentials
Support cannot bypass the app’s security controls, recover a local encryption key, reveal a secret, or recover a sync/backup password. Use configured system authentication and independent account recovery materials. Avoid uninstalling until you have confirmed that you possess usable backups or synchronized data.
Delete data or exercise privacy choices
See Privacy Choices and Data Deletion for local data, private iCloud records, exported backups, and support correspondence.