UNKEY

Help &
support.

Answers to common questions, and how to reach a person.

Email [email protected]. You'll usually hear back within two days. Please don't attach the PDF itself; a description of what happened is enough.

UnKey says the password is wrong

PDF passwords are case-sensitive. Bank statements often use capital letters for the name part and a date of birth with no separators (for example RAVI1505 or ravi15051990, depending on the bank). The exact format is usually in the email the statement came with.

Can UnKey open a PDF if I've forgotten the password?

No. UnKey removes the password from files you can already open; it doesn't guess or crack passwords. Contact whoever sent you the file for the password.

Saved passwords aren't being tried

Saved passwords are tried with Face ID or Touch ID when you open a locked file. If Face ID is turned off for UnKey, turn it on in Settings › UnKey. Saved passwords are stored on one device only, so a password saved on your iPhone isn't on your Mac; save it there too.

Restoring UnKey Pro

Open UnKey, go to the Pro screen and choose Restore purchase, signed in with the Apple Account you bought Pro with. One purchase covers every iPhone, iPad and Mac using that account.

Redact can't find my text

Wait for "Reading the pages…" to finish after opening the file. UnKey then also reads the page images, which finds text in scans and in PDFs whose text can't be searched. Search ignores capital letters and spaces, so "priya k menon" finds "PRIYA K MENON".

Refunds

Purchases are handled by Apple. To request a refund, visit reportaproblem.apple.com.

Requirements

iPhone and iPad with iOS 17 or later. Mac with macOS 14 Sonoma or later.