If you cannot log in to ShareRing Me, try these steps in order.
Update the app to the latest version. If the app shows "New Version Available", tap the button to open the App Store or Play Store.
Check your internet connection. The app shows "No internet connection" when you are offline. Logging in with a code or a face check needs a connection.
Use the account you created with the same email or phone number. Typing a different email or phone number does not sign you in to your old account. It starts a new, empty account.
If you changed phones or reinstalled the app, restore your account as described below.
Restore your account on a new phone or after a reinstall
On the Welcome screen, tick "I have read and agree to the Terms and Privacy Policy". Under Already have a Vault?, choose one of these two options.
Option A: Use Recovery Phrase
You need your 12 or 24 recovery words.
Tap Use Recovery Phrase.
On Your recovery phrase, type or paste the words in order, or tap Scan QR code. Tap Continue.
Set your PIN, then confirm it.
On Import your vault, choose Import vault backup file, Sync from Google Drive, or Sync from iCloud (iPhone only) to bring your documents back. If you tap Skip this step, you are signed in without your documents.
Your recovery phrase restores your account only. Your documents come back only from a backup file or a Google Drive or iCloud sync.
If you see "Invalid recovery phrase", check that the words are correct and in the right order.
Option B: Log in with Vault Backup File
You need your vault backup file on your phone.
Tap Log in with Vault Backup File and choose your file.
Complete the face check when the camera opens. Allow camera access for ShareRing Me, and use the account where you already completed a face check.
Set your PIN, then confirm it.
If you see "Vault backup file not compatible", the file is from an older version of the app. Tap Select another backup file or Log in with recovery phrase.
If you see "Account already exists"
This means your email or phone number is already registered. Choose Use recovery phrase or Log in with Vault Backup File to get back in.
Do not tap Reset account unless you want to start again. Reset account creates a new, empty account. It does not recover your old one.
Still stuck?
If you have no recovery phrase and no backup file, there is no way to recover the old account in the app. Contact support and we will go through your options with you.
Send us a screenshot of the error, your app version, your phone model, and whether you signed up with an email or a phone number. Never share your recovery phrase or private key with anyone, including support.