If your SplashID Safe 8.4.x Mac Desktop app is not working properly (crashes, won’t accept your password, or shows the wrong email ID), you can restore your data from the mobile app by performing a clean reinstall of the Mac Desktop app and then syncing via WiFi.

Step 1: Backup Data from Mobile App

1. Open the SplashID Safe 8.4.x app on your iPhone, iPad, or iPod touch.

2. Navigate to Settings > Share > Send Records.

3. Select all records and choose "Email as vID". Send the file to your email and save it securely.

4. For extra safety, also back up using:

   • iTunes (via File Sharing)

   • Dropbox (available in the app)

   • On Android: export to Dropbox, SD card, or Mass Storage

Keep these backups safe; they are your insurance before reinstalling.

Step 2: Completely Uninstall the Mac Desktop App

1. Quit SplashID Safe 8.4.x if it is running.

2. Go to your Applications folder.

3. Drag SplashID Safe to the Trash.

4. Remove any Dock icons for SplashID.

The SplashID Desktop app stores data inside system folders. These need to be renamed so the app does not reuse them.

• For most macOS versions: Library > Containers > com.splashdata.splashidmac → rename to com.splashdata.splashidmac_old

• On macOS Big Sur or later: Library > Containers > SplashID Safe → rename to SplashID Safe_old

• If you see additional SplashID folders inside Library > Containers, rename them in the same way by adding "_old" to the end.

• In Finder, click Go in the menu bar while holding the Option key, then select Library.

• Alternatively, use Shift + Command + G and paste ~/Library/Containers/

To ensure a completely clean reinstall, delete the preference files:

• ~/Library/Preferences/com.splashdata.splashidmac

• ~/Library/Preferences/com.splashdata.splashid

• Any other files beginning with “splashid”

Step 3: Reinstall the Mac Desktop App

1. Download the latest version of SplashID Safe 8.4.5 for Mac (January 2025) from: https://www.splashid.com/downloads

2. Open the downloaded file and drag SplashID Safe into the Applications folder.

3. Launch the app. Since the old folders were renamed, the app should open in setup mode.

4. Log in with your SplashID Safe email and password.

   • If you use 2-factor authentication, enter the code sent to you by email or SMS.

Important: If the app still opens to a login screen instead of setup mode as shown below, it means not all old data was cleared. Repeat Step 2 and confirm all SplashID folders and preferences were renamed or deleted.

Step 4: Sync Data from Mobile to Mac

1. On the Mac Desktop app, go to Settings > Sync Settings.

2. Under Local WiFi Sync, select "Mobile Device Overwrites Mac".

3. On your mobile device, run WiFi Sync with the desktop app. This will copy your data from mobile back to desktop.

4. After the data is restored, switch the sync mode back to "Synchronize" for normal use.

Known Issues

• On iOS 14–18, WiFi Sync may fail with a "Connection Refused" error. You must allow SplashID to access your local network in iOS system settings. See details here: SplashID Safe 8.4.x -- WiFi Sync troubleshooting suggestions

• On macOS, if Gatekeeper blocks installation, see: SplashID Mac Key Safe/Desktop app – bypass macOS Gatekeeper.

Alternative Method

If your good data is stored in the cloud instead of your mobile app, follow this guide instead: How to sync data back from 8.4.x Cloud/Web app via CLEAN reinstall - Mac Desktop (Cloud Sync)?

Need Help?

If you run into issues with these steps, or if the reinstall does not solve the problem, please contact SplashID Support:

• Submit case form in our Help Center.

• Send an email to support@splashid.com with all the relevant details.