Support

Because for most accounts it is the only way back in if you lose your devices.

Your notes are locked with a key that exists only on your devices. That key is wrapped separately by each thing that can open it: your password (if you have one), your recovery code, each of your devices' secure hardware, and a passkey where your authenticator supports it. Signing in with Apple or Google proves who you are — it does not produce a key. So an Apple- or Google-only account with no recovery code and no second device has no offline way back to its notes.

The code is 26 characters, shown as CNDI-XXXXXX-XXXXX-XXXXX-XXXXX-XXXXX. Setup asks you to re-type two of its groups before it will finish. Save it in a password manager.

Sign in on the new device, then choose Approve from another device. Both screens show the same six-digit code; check they match, then approve on the device you already have. It takes under a minute and you never type the recovery code.

If no other device is to hand, choose Use your recovery code instead.

On Apple devices, a second Apple device usually finds the key in your iCloud Keychain and needs no approval at all. On Android, the equivalent (Google Block Store) is on by default and can be switched off in Settings.

If you still have a device that is signed in, or you know your account password, nothing is lost. Do this now, from that device:

1. Open Settings → Security and create a new recovery code.
2. Save it somewhere you will find it.

Creating a new code replaces the old one — the old one stops working immediately. There is no "view my code" anywhere, on your device or on our servers: the code was shown once and never stored, so the only option is to make a new one.

If you have no unlocked device and no password either, read the next two answers.

What you can do depends on what you still have:

The fourth row is the one that surprises people. Resetting your password lets you sign in again, but a new password cannot unwrap a key that was wrapped with the old one. Your old notes stay on the device as encrypted items, shown as "N notes locked", and the app keeps them rather than deleting them. If your recovery code turns up in a drawer six months later, they all come back.

No. This is not a policy we could be persuaded to bend — the capability does not exist. There is no database query, no admin setting and no identity check that produces a readable note, because we have never held a key that opens one. Anyone who tells you otherwise, including someone claiming to be us, is not us.

If every way in is gone, the app offers to start a fresh vault: it keeps your account, sign-in and email address, and discards the old encrypted data, which nobody could have read anyway. It asks you to type a confirmation first, and it gives you a new recovery code.

In the app: Settings → Account → Delete account. You can keep your notes on that device (they move into a vault of their own, with a new recovery code), then you type DELETE and confirm with the way you sign in.

Without the app: https://api.condei.app/account/delete. It emails you a link to confirm.

What is erased and when is in Delete your account.

Deleted notes sit in Trash for 30 days and can be restored from there. After 30 days your app removes them for good, and the record of the deletion is kept on our server for another 30 days only so that your other devices learn about it. Once that passes, the note is unrecoverable.

If the same note is edited on two devices before they have synced with each other, Condei keeps both. The newer edit stays as the note, the older one is filed beside it with (conflicted copy — <device>, <date>) in the title, and you decide what to keep. Nothing is silently overwritten.

Our server cannot merge the two, even in principle — it only ever sees ciphertext. Any merging has to happen on your device, after decryption. A conflicted copy your apps have not picked up is held for 90 days.

When you hit your storage quota, new uploads are refused with a quota error and everything already synced stays exactly as it is — nothing is deleted to make room. Free space by deleting notes or attachments. A note that is too large to sync is rejected on its own, and the rest of that sync still succeeds; move the bulk of it into an attachment.

Condei Nor is the optional subscription that syncs across Apple and Android together and gives your account 5 GiB. You buy, cancel and get refunds through the App Store or Google Play, wherever you bought it — see the Refunds and Cancellation page for exactly how. If it ends, nothing is deleted: your account carries on as a free account, and devices of the other platform can download your notes for 90 days. The details are in section 6 of the Terms of Service and on the pricing page.

So you can spot a session that isn't yours. Under Settings → Security activity you can see each sign-in, the device it came from and an approximate place like "near London". We store only a truncated network address — never the full one — and the place is looked up from a database on our own server, so nothing about you is sent to a third party to produce it.

From the same screen you can sign out a single session, sign out everything else, or remove a device.

Removing that device from Settings → Security revokes its sessions and its ability to unlock in future. But removing a device does not reach back and erase the key from a device that already has it. If you think a device was genuinely compromised, rotate your master key from a device you trust: it re-keys the account, signs every other device out, and gives you a new recovery code. Anyone holding the old key can still read what they already had, and nothing new.

Do the same if your recovery code has leaked.

Condei emails you when something changes how your account is secured — a device added, your master key rotated, your recovery code used or replaced, a device signed out to be safe, too many code attempts — and when our staff change something on your account. Security alerts come from security@condei.app; everything else, including the rare service notice sent to every account, comes from account@condei.app. Replies go to support@condei.app.

To see what happened, open Condei on a device you trust and go to Settings → Security activity: every event is there with the device and an approximate place. If it wasn't you, remove the device from Settings → Security, change your password, and if you think a device was compromised, rotate your master key (see above).

Our emails never contain a link that signs you in, and never ask for your password, recovery code or keys. If an email claiming to be from Condei does, it isn't from us: don't click it, and forward it to support@condei.app.

Yes. Your notes live on your device; syncing is what happens on top. Edits made offline sync when you reconnect.

Check status.condei.app. It shows whether signing in, sync, sharing, notifications and the website are working, and any problem we are fixing. Your notes stay on your device and keep working while something there is down; they sync once it is fixed.

From another app's share sheet you can send a web page or link, some text, or up to ten pictures or files (each up to 100 MB) into Condei, as a new note or added to the end of a note you already have.

• iPhone and iPad: tap Condei in the row of apps, or Create Note in the list of actions to go straight to a new note.
• Mac: choose Condei from the Share menu.
• Android: choose Condei in the share sheet.

Choosing Condei lets you pick Add to Note instead of a new note.

On iPhone, iPad and Mac, what you save waits on that device, sealed so that only Condei can open it, and is in your notes the next time Condei opens. If the sheet says Open Condei First, open Condei with your notes once on that device, then share again. On Android, it goes into your notes as soon as you unlock Condei.

On iPhone, iPad and Mac, Add to Note lists your pinned and recent notes, not every note. A locked note is never listed. Condei never fetches the page you shared; if you have link previews on, the app makes the preview later.

On iPhone, iPad and Mac, Spotlight and Siri can find your notes if you turn on Show Notes in Spotlight in Condei's settings, next to the app lock. It is off unless you turn it on, and you choose separately on each device.

When it is on, the titles and text of your notes go into that device's own search index. That copy is outside Condei's encryption: your device's passcode or Mac login protects it, not Condei's lock, so results can be found while Condei is locked, and opening one asks you to unlock Condei first. Locked notes show by title only. Turning the setting off, or signing out, removes everything Condei put in the index. Condei never sends it to us or to Apple.

Android has no equivalent: your notes do not appear in the phone's own search.

Available for email-and-password accounts: an authenticator app (TOTP) plus ten single-use backup codes. A passkey sign-in already counts as two factors, so it does not ask for a separate code.

Backup codes are not your recovery code. They get you past the two-factor prompt at sign-in. They do not unlock your notes. The recovery code does the opposite — it unlocks your notes and is not a sign-in code. Keep them apart.

Open the note or folder's menu and choose Share Note… or Share Folder…. Type the person's @username if they have a Condei account, or their email address if they don't, and choose whether they can edit or only view. An email invitation carries a link that is good for 14 days; if it expires, send a new one.

Tap the button in the email, or open Shared with me in the app. You can Accept, Decline, or Block @username. If you do not have Condei yet, install it, then come back to your email and tap the button again. You need a Condei account to accept, and a name and username so the other person can see who you are. Accept on any of your devices and it appears on all of them.

Can view lets someone read the note and watch changes as they happen. Can edit lets them write. Sharing is part of Condei Nor: the person who shares needs it, and so does anyone who edits. Anyone you invite can read on a free Condei account, even if you invited them to edit; the app shows them "Viewing only" until they have Condei Nor of their own. If the owner's Condei Nor ends, the note becomes read-only for everyone in it, the owner included, until they resubscribe or stop sharing. Nothing you shared is deleted when that happens.

• Leave (in People) takes you out of the share. Keep a Copy, on by default, saves what you could see as an ordinary private note in your own notes.
• The owner can Remove someone at any time. They lose access at once and the note is locked with a new key they do not have.
• The owner can Stop Sharing. The note comes back into the owner's own notes, and everyone else gets 7 days to Keep a Copy. Stop Sharing does not need the share's key, so it still works if your devices can no longer open the note.

Block @username (under any invitation, or in Settings → Account → Profile → Blocked) stops their invitations reaching you and makes your profile look like it does not exist to them. You can undo it in the same place.

Report @username tells Condei staff about that account, for harassment, impersonation, spam or something else. A report holds the reason you choose and anything you add. It never contains a note; we cannot read them. We do not tell the person who reported them. See the Terms (section 5) and the Privacy Policy (section 2.4).

The first time you share with someone, Condei remembers their key, like Signal and WhatsApp do. If their key ever changes, the app says so in one line. For a stronger check, open their profile card → Encryption details and compare the safety code with theirs, in person or on a call. If the codes match, nobody is in the middle.

If you lose every way to unlock your notes and start a fresh vault, the shares you created before can't be opened on your devices any more: only the person who started a share can hand out its key, and that key is gone with the old vault. The app says "You started a fresh vault, so shares you created before can't be opened here." The people you shared with can still read them, and any of them can Keep a Copy. Ask one to do that. You can still choose Stop Sharing to end the share.

Go to Settings → Account → Profile. Your name and photo change whenever you like. A username can change once every 30 days; your old one is held for 30 days and then released, and shares and mentions follow you, because they follow your account, not the name. Your profile is not end-to-end encrypted, because the people you share with need to see it. A few usernames, such as condei, support and admin, are reserved. If a name, username or photo breaks the Terms, we may reset it and we will email you.