MintwhaleSupport
Passnest by Mintwhale. We usually reply within 2 working days.
Write to us at mintwhale.apps@gmail.com. Please mention the app name (Passnest) in your email, as this address handles all Mintwhale apps. If something isn't working, also include your iPhone model and iOS version. Never send us your documents, passcode or backup password.
Email mintwhale.apps@gmail.comCommon questions
I forgot my vault passcode.
Nobody else has your passcode, including us, so it can't be recovered. On the lock screen, tap Forgot passcode? to erase the vault, then choose Restore from a backup if you made one.
How do I move Passnest to a new iPhone?
Your vault is not in iCloud backups. In Passnest, open Settings › Back up vault, save the file somewhere like iCloud Drive or your Mac, then install Passnest on the new iPhone and choose Restore from a backup. You'll need your backup password.
Face ID stopped working in Passnest.
If a new face or fingerprint is added to your iPhone, Passnest turns Face ID off for safety. Unlock with your passcode, then turn it back on in Settings.
Some details weren't filled in after scanning.
Passnest reads what it can from the photo. Use a clear, flat, well-lit photo of the whole page, then tap Read the photo again, or type in what's missing. Always check the details against your document.
Choose from Photos doesn't show my ID photo.
Passnest shows only photos that look like documents. Tap Check older photos to look further back, or tap All photos to pick it yourself. If you gave Passnest access to only some photos, it can only look through those (Settings › Passnest › Photos).
I'm not getting expiry reminders.
Check that notifications are on in iPhone Settings › Passnest › Notifications, and that reminders are on in Passnest's Settings. Reminders come 6 months, 3 months, 1 month and 2 weeks before a document expires, and on the day.
Is this a subscription?
No. Passnest Pro is paid once and is yours for as long as you use the app. It's shared with your Family Sharing group.
I bought Pro but it's locked on my new iPhone.
Open Passnest's Settings and tap Restore purchase while signed in with the same Apple Account.
How do I get a refund?
Apple handles all App Store refunds. Request one at reportaproblem.apple.com.
Can Passnest replace my real passport or ID?
No. Passnest keeps copies for reference, reminders and sharing. Border control and official checks need your original document or an official government digital ID.
Does Passnest upload my documents?
No. Everything stays encrypted on your iPhone unless you share it or make a backup. See the Privacy Policy.