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      FAQ: Desktop Application

      Explore our comprehensive FAQ section to find answers to common inquiries about the SecureSafe desktop application.

      How do I change the language in the SecureSafe desktop application?

      Will my files still be saved in my SecureSafe if I delete them from the local folder?

      Why are there elements in my SecureSafe folders that are not synced?

      What are conflicted copies?

      How do I enable and use iOS' Touch ID on my desktop application?

      How do I activate local encryption in SecureSafe on iOS?

      How do I configure my Mac to activate Deep Links in the Finder?

      Is your question not listed above? Find more answers under our dedicated FAQ pages on the following topics:

      How do I change the language in the SecureSafe desktop application?

      The language chosen for the SecureSafe desktop application is determined by the language setting of your operating system.To change the language used in the desktop application, simply follow these steps:

      1. Uninstall the desktop application from your device.
      2. Adjust the language setting of your operating system.
      3. Reinstall the SecureSafe desktop application.

      Will my files still be saved in my SecureSafe if I delete them from the local folder?

      Any changes you make on your PC/Mac will automatically sync with your online SecureSafe account. If you accidentally delete a file, you can easily restore it through the trash feature in your SecureSafe web app: When the desktop app syncs, the deleted file will be moved to the SecureSafe web app trash. You may need to refresh your browser window to see the file in the trash. Deleted files in SecureSafe will remain in the trash until you choose to empty it.

      Why are there elements in my SecureSafe folders that are not synced?

      If files or folders are not synced, this might be due to the use of an incompatible character in the files or folder name(s). Look for any of the following special characters in the file or folder names and rename them if found:

      • / (forward slash)

      • \ (backslash)

      • < (less than)

      • > (greater than)

      • : (colon)

      • " (double quote)

      • | (vertical bar or pipe)

      • ? (question mark)

      • * (asterisk)

      • Dot at the end of the file name (.)


      Furthermore, please be aware that the SecureSafe Client ignores certain file types, which means they will not be synchronized to your SecureSafe:

      • Name starts or ends with space or tab
      • Empty files (with size 0 bytes)
      • File and folder names with more than 128 characters
      • desktop.ini
      • thumbs.db
      • .ds_store
      • .thumbnails
      • Temporary Items
      • .trashes
      • .Document Revision-V100
      • .fseventd
      • .apdisk
      • .svn
      • .htaccess
      • .securesafe.*
      • .*conflicted copy.

      Please note: If you exceed the storage limit for your SecureSafe, any files you add to your local SecureSafe folder afterward will not be backed up to your safe.

      What are conflicted copies?

      When multiple individuals are working on the same file simultaneously, it can be challenging to determine which version is the most up-to-date. To prevent any edits from being lost, the SecureSafe desktop application will save both versions but only synchronize one. The alternate version will be labeled with a name, timestamp, and the extension "conflicted copy," and it will be stored locally on the computer of the user who created it. If you come across a file with the "conflicted copy" extension on your computer, it is your responsibility to merge the two files. Alternatively, you can rename the file, and it will sync normally.

      A conflicted copy is created if:

      • Two individuals are working on the same document at the same time.

      • Two individuals create a file with identical names in the same directory.

      • One person leaves a document open in a program with autosave enabled, and another person starts working on it simultaneously.


      To avoid conflicted copies, it is recommended to set up a designated "Currently under edit" folder. Prior to making any changes to a document, follow these steps:

      1. Sync all files to ensure that no one else is working on the document.

      2. Move the file to the “Currently under edit” folder.

      3. Sync this change so your team members know someone is working on the document.

      4. Edit the document as desired.

      5. After completing your edits, move the file back to its original folder and synchronize all changes.

      How do I enable and use iOS' Touch ID on my desktop application?

      Please note: Touch ID must be activated both on your Mac and in the SecureSafe settings.

      Set up Touch ID in your SecureSafe App by following these steps:

      1. Configure Touch ID on your Mac.
      2. Access the settings in the SecureSafe Desktop App.
      3. Select Use Touch ID in the SecureSafe Desktop App settings.
      4. The setup process will be finished once you re-enter your password the next time you log in.

      Utilize Touch ID for logging in and unlocking your password Safe:

      1. Log in to your Desktop App.
      2. When prompted with the message to log in with Touch ID, simply place your finger on the Touch ID sensor on your device to access your account securely.
      3. Alternatively, you can still log in with your password by selecting Use password in the pop-up and entering your password manually.
      4. If you prefer to enter your login and password manually, you can also select Cancel the Touch ID pop-up. This is useful if you have multiple SecureSafe accounts linked to the same Mac user account.
      5. To access your password safe, you now have the option to either use your fingerprint on the Touch ID sensor or manually enter your password.

      Important: Make sure to download the recovery code for your SecureSafe account. This 36-digit code is a crucial document that grants you access to your account in case you forget your username or password. You can locate the recovery code within your SecureSafe. For more details on how to recover your SecureSafe account, refer to the guide on recovering your SecureSafe account.

      How do I activate local encryption in SecureSafe on iOS?

      Apple released the innovative M1 chip architecture in November 2020, leading to limitations for apps that rely on virtualization. As a result, the SecureSafe DesktopApp cannot function properly in this environment. When encryption is activated, the SecureSafe DesktopApp utilizes a virtual file system. Another software that operates on a virtual file system is Parallels Desktop.

      To address this issue, SecureSafe utilizes FUSE, a system extension created by Benjamin Fleischer. In macOS 11.2.x, there is a bug that hinders the execution of third-party kernel extensions like FUSE. Benjamin Fleischer, the developer of FUSE, has indicated that this issue will be resolved in future updates. If you are using an M1 Mac and encounter this problem, there is a workaround available. By following the instructions provided, you can continue to use your preferred applications on an M1 Mac seamlessly.

      How do I configure my Mac to activate Deep Links in the Finder?

      With the release of macOS Monterey, it is now necessary to explicitly enable quick actions in Finder, including the SecureSafe function deep links. To do this, follow these steps:

      1. Open your System preferences.

      2. Navigate to Extensions.

      3. Select Finder.

      4. Now activate Share SecureSafe Link.