# Support · Prompt Core

Source: https://promptcoreapp.com/support

> Help with iCloud sync, Privacy Lock and its recovery key, the Prompt Core keyboard, pasting on Mac, restoring purchases, and backups.

Support

# How can we help?

Answers to the questions that come up most. For anything else, write to [support@promptcoreapp.com](mailto:support@promptcoreapp.com). A person reads every message.

## iCloud sync

Prompt Core syncs through your private iCloud database. There is no separate account: every device signed in to the same Apple Account sees the same library.

If a change does not show up on another device:

1.  Check that both devices are signed in to the same Apple Account, with iCloud available.
2.  Open **Settings › Sync & Data** in Prompt Core on each device and check that iCloud sync is on. Turning sync on or off takes effect the next time the app starts.
3.  Keep Prompt Core open for a minute on the device that made the change. A large first sync can take longer.

Turning sync off on one device stops mirroring there. It does not delete anything already in your iCloud. If you plan to import a backup, wait until sync has finished first, so the import does not create duplicates.

## Privacy Lock and the recovery key

Privacy Lock asks for Face ID or Touch ID before the library opens. You can let it fall back to your device passcode or Mac password, use biometrics only, or set a PIN or password that belongs to Prompt Core alone. Set it up in **Settings › Privacy & Security**.

An app PIN or password is never stored. Prompt Core keeps only a one-way verifier, so neither the app nor we can tell you what it was. That is why there is a **recovery key**:

-   It is off by default. Turn it on in **Settings › Privacy & Security**, then save the key somewhere safe. It is shown once.
-   If you forget your app PIN or password, choose to use your recovery key on the lock screen. Prompt Core then lets you pick a new unlock method, or turn Privacy Lock off.
-   A used key is replaced; turning Privacy Lock off discards it.

Lock settings apply to one installation only and never sync. If you are locked out without a recovery key, write to us before deleting anything, so we can look at your options together.

## The Prompt Core keyboard

To add the keyboard on iPhone or iPad:

1.  Open **Settings › General › Keyboard › Keyboards**.
2.  Tap **Add New Keyboard** and choose Prompt Core.
3.  To insert prompts from your library, tap **Prompt Core** in the same list and turn on **Allow Full Access**.

**What Full Access does.** iOS asks for Full Access before any keyboard can read data from its own app. Prompt Core needs it for two things only: reading your prompts from Prompt Core’s storage on the same device, and checking your Pro access with the App Store.

**What it does not do.** The keyboard does not record what you type in other apps, keeps no typing history, and sends nothing you type or store to us or to anyone else. Typing works without Full Access. The prompt library in the keyboard is part of Pro.

## Pasting on Mac

Quick Access (Pro) opens with Control-Command-P and pastes the prompt you choose into the app in front. To type the paste for you, macOS requires the Accessibility permission:

1.  Open **System Settings › Privacy & Security › Accessibility**.
2.  Turn on Prompt Core. If it is not listed, add it with the + button.

Without the permission, Prompt Core copies the prompt instead and tells you so; press ⌘V to paste. If the switch is already on but pasting stops working after an update, turn it off and on again. The shortcut itself can be changed in Prompt Core’s settings.

## Restoring purchases

Pro is tied to the Apple Account that bought it, and one purchase covers Mac, iPhone and iPad. If Pro does not show as active, open **Settings › Prompt Core Pro** and choose **Restore Purchases**, signed in with the same Apple Account.

Subscriptions are managed by Apple: change or cancel yours in [your Apple Account settings](https://apps.apple.com/account/subscriptions). Refunds are requested from Apple at [reportaproblem.apple.com](https://reportaproblem.apple.com). If Pro ends, nothing in your library is hidden or locked.

## Backups, export and import

Everything is in **Settings › Sync & Data**.

-   **Back Up Now** saves a snapshot of your whole library. With Pro, automatic backups run on a schedule you choose; they are off until you turn them on.
-   Backups go to Prompt Core’s private folder in your iCloud Drive, or stay on the device if you turn off **Store in iCloud**. Review and delete them in **Manage Backups**.
-   Export creates a `.promptcore` file with your complete library, or Markdown and plain text files you can read anywhere.
-   Import merges a backup into your library: items that are missing come back, and existing items and newer edits are not overwritten.

Backups contain your library, not your Privacy Lock PIN, password or recovery key. Exported files are plain documents: keep them as you would anything else with your data in it.

## Still stuck?

Tell us which device and version you use (Settings › About) and what you expected to happen. Please do not send your recovery key or the contents of private prompts.

[Email support](mailto:support@promptcoreapp.com?subject=Prompt%20Core%20support)[How we handle your email](https://promptcoreapp.com/privacy)