Support

Answers to the questions that come up most. If yours isn't here, email us - a real person reads it.

Get in touch

support@carrythetotem.com

We'll usually reply within two business days. Tell us your iOS version and what you were doing when the problem happened - it saves a round trip.

Please never send us a setup key, a recovery kit, or a backup passphrase. We will never ask for one, and we can't use it to help you.

Common questions

I got a new phone. How do I get my codes back?

If you turned on iCloud sync, sign in to the same iCloud account, install Totem, and your accounts appear automatically.

If you exported an encrypted backup, open Totem, go to Settings → Import from backup, choose the file, and enter your passphrase or recovery kit.

If you did neither, the codes cannot be recovered - not by you and not by us. Use each service's own account recovery process, then set them up again in Totem and turn on a backup.

How do I move my codes over from another authenticator?

Most authenticators can export your accounts as a QR code. In Google Authenticator, for example, use the menu → Transfer accounts → Export.

In Totem, tap Add and scan that code. You'll see every account it contains and can choose which to bring over. If the export spans several QR codes, Totem tracks your progress and assembles them.

You can also add accounts one at a time by scanning, importing a screenshot, or typing a setup key manually.

My codes are being rejected. What now?

Almost always this is a clock problem. TOTP codes depend on your device's time being accurate. Go to iOS Settings → General → Date & Time and turn on "Set Automatically".

If the codes still fail, check that you scanned the code for the right account, and that the service expects a 6-digit time-based code.

Does Totem work without an internet connection?

Yes. Codes are generated on your device using the current time, with no network involved. Totem works on a plane, in a tunnel, and in airplane mode. Only iCloud sync needs a connection.

iCloud sync isn't working

Check, in order:

• You're signed in to iCloud on both devices, same account.
• Sync is switched on in Totem → Settings. It is off by default, including for subscribers - paying for it doesn't switch it on.
• iCloud Drive is enabled in iOS Settings.
• Both devices have a working connection. Sync isn't instant.

What's free, and what's paid?

Unlimited accounts, unlimited codes, Face ID app lock, and encrypted backup export are free, forever. No ads, no tracking, no account required.

Totem Premium adds automatic iCloud sync across your devices and a recovery-codes vault. It's an annual subscription with a 7-day free trial, or a one-time lifetime purchase.

How do I cancel my subscription?

Subscriptions are managed by Apple, not by us. Open iOS Settings, tap your name, then Subscriptions, and choose Totem. You can also reach it from Totem → Settings → Manage subscription.

Cancelling stops future renewals. You keep premium features until the end of the period you've paid for.

I paid but Totem says I'm on the free plan

Open Totem → Settings and tap Restore purchases. Make sure you're signed in with the same Apple ID you bought with. If that doesn't fix it, email us with the date of purchase and we'll sort it out.

What happens if I delete an account in Totem?

The secret that generates its codes is destroyed. There is no undo and no trash - keeping a 2FA secret alive after you've deleted it would defeat the point. Make sure you have another way into that service first.

Can you see my accounts or codes?

No. There is no Totem server. Your secrets are encrypted on your device, and if you enable sync they're encrypted before they reach your own private iCloud - as data we cannot read. We collect no analytics and no personal information. See the Privacy Policy for detail.