If you cannot access your SplashID records and can only sign in to the SplashID Safe iOS/iPadOS app while in Airplane mode, this may be due to a failed password change or an undetected issue. You can still recover your data by exporting it to a vID file and restoring it through iTunes (or Finder on newer macOS versions).

Step 1: Export Records to a vID File

1. Open the SplashID app and go to Settings > Export SplashID vID to iTunes.

2. When prompted, set a password for the vID file and tap OK.

   • Make sure to remember this password, as the exported data cannot be accessed without it.

Step 2: Retrieve the vID File Using iTunes or Finder

1. Connect your iOS/iPadOS device to your PC or Mac with a USB/Lightning cable.

2. Launch iTunes on Windows/macOS, or use Finder on newer versions of macOS where iTunes is no longer available.

3. Select your device in iTunes/Finder and go to the File Sharing option.

4. Locate the SplashID app and access the exported vID file(s).

5. Select a file and click Save at the bottom of the screen.

   • Repeat the process for additional files if needed.

Step 3: Create a New SplashID Account

1. Register a new SplashID account with a different email address.

2. Contact SplashID tech support to request a temporary 30-day Pro license for your new account.

3. Import the exported vID file into your new account.

4. If your records import correctly, support can help delete your old account and allow you to set up a new one using your preferred email address.

Note: The Export to vID via iTunes works in both Airplane mode and normal mode on iPhone, iPad, and iPod touch devices.