--- title: "ClientOS Support | ClientOS" description: "Help with ClientOS: getting started, backups and recovery keys, and how to contact the support team." url: https://clientoscrm.com/support --- # ClientOS Support Help, troubleshooting and direct contact for ClientOS users. ## Get in touch The fastest way to reach us is email. We read every message, and you will hear back from a real person. [Email Support](mailto:support@osandmac.com?subject=ClientOS%20Support) Please include your iOS version, device model and a short description of the issue. Never send real client data. We do not need it to help. ## One-to-one onboarding with OS 'N MAC Want ClientOS set up properly from day one? Book a remote training session with the team that builds it. We sit down with you on a video call, set the app up around the way you actually work, and show you the routine that keeps it useful. ### Training session 1 to 3 people One fixed fee for the session, whether it is just you or you and up to two people from your practice. Fixed fee for the session, sent once you book [Book training session](mailto:support@osandmac.com?subject=ClientOS%20training%20session%20(1%20to%203%20people)) ### Group training 4 or more people For a practice or team. We plan the session around your group and how you will share the work. Fee for your group size, sent once you book [Book group training](mailto:support@osandmac.com?subject=ClientOS%20group%20training%20(4%20or%20more%20people)) ### What we cover - Your profession, pipeline stages, labels and service catalogue, tuned to your practice - Bringing your clients in from a spreadsheet, a CSV file or your Contacts - Your password, Face ID, recovery key and encrypted backups, including a test restore - Calendar sync, and branded invoices and statements - The daily routine: who to call next, logging a call, recording a payment, reading your reports - The Learn tab, and any questions you bring ### How it works 1. Choose a session below and email us with your profession and a few times that suit you. 2. We reply with a time and send the fee. Nothing is booked until you agree. 3. We meet on a video call. You share your screen only when you choose to. We never ask for your password or recovery key, and we never take a copy of your data. If you would rather not show real clients, we work through it with the sample data and you add your own afterwards. Sessions are run by [OS 'N MAC Consultants](https://osandmac.com). * * * ## Account and Backup ### I forgot my password. What now? You need your 32-character recovery key. From the lock screen, tap Reset with recovery key, paste the key and set a new password. Your data is preserved. If you have lost the recovery key too, the data cannot be recovered. There is no ClientOS server with a copy. That is the deliberate trade-off of offline encryption: nobody at OSandMac can recover your data, because nobody at OSandMac has it. ### How do I back up my data? Go to Settings › Backup and choose iCloud Drive (your own) or Local Backup. The .clientosbackup file is encrypted, and restoring it on a new device needs your recovery key. ### Can I move ClientOS to a new device? 1. On the old device: Settings › Backup › Backup Now. 2. Save the .clientosbackup file somewhere the new device can reach (iCloud Drive is easiest). 3. On the new device: install ClientOS, complete onboarding, then Settings › Backup › Restore from File. 4. Enter your recovery key to decrypt the backup. * * * ## Security and Privacy ### Where does my data live? On your device. ClientOS makes no network calls. Data leaves your device only when you export it (CSV, PDF or encrypted backup) or turn on calendar sync, and you choose where it goes. ### Does ClientOS use cloud AI? No. AI features run on your device through Apple's Foundation Models. Lesson prompts include only your role and the lesson topic, never client data or anything decrypted. ### What happens if my phone is lost? Your data is encrypted with AES-256-GCM under a key derived from your password (PBKDF2, 600,000 iterations). Without the password or the recovery key, the data cannot be read, even if the file system is extracted. ### How do I delete all my data? Settings › Security › Reset App. After you confirm with your password it wipes the app's data and keychain entries, and the app returns to a fresh setup. * * * ## Troubleshooting ### The app will not unlock with Face ID or Touch ID Try your password first. If Face ID keeps failing, go to Settings › Security and turn the biometric setting off and on again. This recreates the keychain item behind biometric unlock. If you have added a new face or fingerprint to iOS since setting up ClientOS, biometric unlock switches off on purpose, so a newly enrolled face cannot open your data. Turn it back on in ClientOS Settings. ### The Learn tab says Preparing your lessons for a long time Check that Apple Intelligence is on (iOS Settings › Apple Intelligence) and has finished downloading. Devices without Apple Intelligence use a simpler lesson generator. If it is still waiting after a minute on a supported device, close ClientOS and open it again. ### Events I created in ClientOS do not show in Apple Calendar Allow ClientOS to access your calendar in iOS Settings › Privacy & Security › Calendars. Without permission, events stay inside ClientOS and still work there, but cannot sync to Apple Calendar. ### I want to clear the sample data and start fresh More › Data › Remove Sample Data. This removes only the demo entries and leaves your own clients untouched. ### I have found a bug or want a feature Email us a clear description and, if you can, the steps to reproduce it. [Send Feedback](mailto:support@osandmac.com?subject=ClientOS%20Feedback) * * * [Privacy Policy](https://clientoscrm.com/privacy)·[Terms of Use](https://clientoscrm.com/terms)·[Accessibility](https://clientoscrm.com/accessibility)