How to get help
Email [email protected]. If it’s about a licence or a payment, write from the email address you bought with, so we can find your order.
What to include
- Your FaceLock version. It’s shown under the FaceLock name in the app’s sidebar, for example v0.2.1.
- Your operating system and its version, for example Windows 11 or macOS 15, and your laptop model if the camera is involved.
- What happened. What you did, what you expected, and what you saw instead, with the exact wording of any message. A screenshot helps.
- For a licence or a payment: your licence key or the payment reference from the confirmation page.
We’ll never ask for them, and we don’t need them to help you.
Help yourself
- Download and installStep by step for Windows and Mac, including the SmartScreen prompt.
- FAQCamera trouble, uninstalling, Strict mode, the Safe and more.
- Renew a licenceSee when your licence expires and add a year.
- Licence movesMoving FaceLock to a new laptop, and how many moves you get.
- Security modelWhat FaceLock protects against, and where it stops.
- BillingPrice, payment and what happens when a licence ends.
Common questions
I’ve lost my licence key.
If FaceLock is activated on your laptop, open Licence in the app to see and copy it. Otherwise email [email protected] from the address you paid with.
I have a new laptop.
Install FaceLock on the new laptop, choose Enter licence key and paste your key. FaceLock asks whether to move the licence there, which switches it off on the old laptop. You can do that yourself three times a year; for more, email us. To open files you locked on the old laptop, use your recovery key with the recovery kit file.
The camera doesn’t recognise me.
Unlock with Windows Hello or Touch ID, your PIN or your recovery key instead. The FAQ covers a broken camera too.
Windows says “Windows protected your PC”.
That’s SmartScreen, which warns about new apps that aren’t code-signed yet. The install steps show exactly what to click.
My payment failed, or I was charged twice.
See problems with a payment and the refund policy.
What we can’t do
We can’t recover a vault without your recovery kit. FaceLock is built so that nobody else holds your keys, including HONCO Private Limited. Your recovery key opens your vault on your laptop; with the recovery kit file, it opens it on any laptop. If you can no longer unlock with your face, Hello / Touch ID or PIN, and you’ve lost your recovery key and kit, nobody can open your locked files. The Safe works the same way: without its recovery code and kit, nobody can open it.
So keep your recovery key, code and kit somewhere safe, away from the laptop.