Troubleshooting & FAQ

Clicking 'Refresh' on the update banner sometimes results in a white screen on Windows.

Solutions (try in order):

1. Close and reopen the app
2. Clear WebView2 cache: Settings then About then Clear Cache
3. Uninstall and reinstall the app (your vault is preserved)

If you forget your PIN, you can unlock the vault using your 24-word recovery phrase.

Reset PIN with recovery phrase:

1. Open the Desktop App
2. Click 'Forgot PIN?' on the lock screen
3. Enter your 24-word recovery phrase

If you lost your recovery phrase and cannot remember your PIN, vault recovery is not possible.

If the vault is still unlocked:

1. Open the app (do not close it)
2. Go to Settings then Safeguards then Recovery Phrase
3. View and write down your phrase immediately
4. Store it safely

If your file fails to analyze or anonymize, check the following.

Check these common causes:

• File is too large (PDF: 50 MB, DOCX: 30 MB, XLSX: 20 MB)
• File format is not supported (try PDF, DOCX, TXT, CSV, JSON, XML)
• Insufficient token balance — see pricing page
• Internet connection issue — check your network

If the browser authentication flow fails or the app does not register the sign-in.

Try the following:

1. Check your internet connection
2. Ensure your default browser is not blocking local redirects (localhost)
3. Try a different browser as your default
4. Contact support if the issue persists

If your presets do not appear or fail to sync after sign-in.

Solutions:

• Click the sync button in the app to force a manual sync
• Sign out and sign back in to reset the session
• Check anonym.legal/app/presets in the browser to verify your presets exist

Yes. Only plain text is sent to our servers (not your original file). Text is processed in memory and never stored. The vault is encrypted with AES-256-GCM and Argon2id. See the Security documentation for details.

The vault, history, and app UI work offline. However, PII analysis and anonymization require an internet connection to reach our Presidio-based API.

If you lose your recovery phrase and cannot remember your PIN, the vault is permanently inaccessible. This is by design — we have no backdoor. Always store your phrase safely.

Short inputs hit a floor of ~4 tokens for analyze (base cost plus ~0.1 token per selected entity type). Above 1 000 characters at GUI defaults the cost scales at roughly 1 token per 312 characters. A typical 5 000-character page uses ~32 tokens at dense PII or ~10 tokens at light PII. Check your usage in Settings then Account. Upgrade at pricing for more details.

Yes. Your account, presets, custom entities, and encryption keys (metadata) sync across all devices. The vault itself is local to each device.

PII detection uses our Presidio-based NLP engine running on EU servers. This requires an API call. The processing is stateless — no content is stored.

The app checks for updates on startup. When an update is available, a banner appears. Click 'Install Update' to download and install in one click. You can also download the latest version from our website.

Windows 10 and later (64-bit) is fully supported. macOS and Linux builds are in development and will be released in a future version.