Some users of SplashID Safe 8.4.x Mac Desktop app may encounter a problem where most or all local data appears missing, corrupted, or duplicated while using Cloud Sync. In most cases, the Web app and mobile apps still show complete and uncorrupted data.

This is a known issue affecting versions of the Mac Desktop app between March 2020 and February 2025. Corruption can occasionally happen, but once fixed, the app should function properly for years.

Step 1: Verify Data in the Web App

Before applying any fix, confirm whether your data is safe in the Web app:

• Go to https://www.splashid.com/login

• Log in using your SplashID account credentials.

• Check that all your records are present and not corrupted.

If your Web app has the correct data, proceed with the steps below.

Step 2: Logout and Relogin on Mac Desktop App

1. Make sure you are running the latest version of the Mac Desktop app (8.4.5). If not, update using this guide: How to Update SplashID Safe 8.x Mac Desktop App to the Latest Version?

2. Open the Mac Desktop app and go to the File menu in the top bar.

3. Select Logout.

4. Confirm by clicking Yes.

5. Reopen the app and log in again. Your data should now be refreshed from the Web app.

Step 3: Perform a Clean Reinstall (If Needed)

If logging out and back in does not resolve the issue, try a clean reinstall:

• Follow this guide: How to sync data back from 8.4.x Cloud/Web app via CLEAN reinstall - Mac Desktop (Cloud Sync)?

• After reinstalling, sign in to your account. The Mac Desktop app will pull data from the Web app and should work correctly.

Step 4: Contact Support if the Issue Persists

If you continue to face missing or corrupted data, please contact our support team for assistance:

• Submit a case via the Support Form

• Or email us directly using one of our support@splashid.com