MoatSupport
We're happy to help. Most questions are answered below.
Email us anytime — support@auth-2fa.cloud
Getting started
How do I add an account?
Tap + on the Codes tab, then either scan the QR code your service shows, import from a screenshot, paste an otpauth:// link, or enter the setup key by hand.
How do I move over from Google Authenticator?
In Google Authenticator, choose Transfer accounts → Export accounts to display a QR code. Scan it with Moat — or save a screenshot and use Import from file. All your accounts come over at once.
Does it work offline?
Yes. Codes are generated entirely on your device using the standard TOTP/HOTP algorithms — no internet connection is needed to view or use them.
Security & backup
Can you see my codes or passwords?
No. They're encrypted in your device's Keychain, and any cloud backup is end-to-end encrypted before it leaves your phone. We only ever store ciphertext we cannot read.
What is the recovery key, and why does it matter?
Your recovery key encrypts your backup. It stays on your device and is never sent to us, which means only you can restore your data. Keep it somewhere safe — if it's lost, no one (including us) can recover your encrypted backup.
What happens if I lose or replace my phone?
If you enabled encrypted backup, install Moat on your new device, sign in, and enter your recovery key to restore everything. Without a backup and recovery key, you'll need to re-enroll two-factor authentication with each service directly.
Subscription & billing
What's free, and what's premium?
You can use Moat for free to protect up to 10 accounts, with full on-device encryption and offline codes. Premium unlocks unlimited accounts, an encrypted password vault, and end-to-end encrypted backup & sync for $12.99/month or $59.99/year. See the full pricing page for a side-by-side comparison.
Is there a free trial?
Yes — Premium starts with a 3-day free trial. You won't be charged until the trial ends, and you can cancel anytime before then at no cost. If you don't cancel, it converts to your chosen plan automatically.
How do I manage or cancel my subscription?
Subscriptions are billed via Apple (iPhone) or Paddle (web). For App Store plans, manage or cancel in Settings → your name → Subscriptions on your iPhone; for web plans, use the link in your Paddle receipt email. Cancel at least 24 hours before renewal to avoid the next charge.
How do I restore a purchase?
Open Moat → Settings → tap the upgrade banner → Restore Purchases. App Store purchases are tied to your Apple ID; if you bought on the web, sign in with the email you registered at checkout and Premium activates automatically.
How do I get a refund?
App Store refunds are handled by Apple at reportaproblem.apple.com; web (Paddle) purchases have a 14-day refund window. Full details are in our refund & cancellation policy.
Still need help?
Email support@auth-2fa.cloud and we'll get back to you. Please don't include any secret keys or passwords in your message.