Support
How can we help?
Setup, moving devices, sync and security questions. If none of this answers yours, get in touch.
Support articles
Getting started
How do I set up NexKey for the first time?
Install NexKey, choose whether to protect the app with your device biometric, then add your first account. NexKey works entirely offline from that point on — you only need a connection if you later turn on encrypted sync.
Do I need a NexKey account?
No. Generating codes never requires an account. An account is only needed if you want encrypted synchronization between trusted devices.
Does NexKey work without an internet connection?
Yes. One-time codes are computed on your device from the stored secret and the current time, so they work in airplane mode.
Adding an authenticator
How do I add an account by QR code?
Open NexKey, choose Add Account, and scan the QR code the service displays. On macOS you can capture the QR code directly from your screen instead of using a camera.
Can I enter a setup key manually?
Yes. Choose manual entry and type the Base32 secret the service gives you, along with the issuer and account name. NexKey supports SHA-1, SHA-256 and SHA-512 digests and both 6- and 8-digit codes.
Which services work with NexKey?
Any service that supports a standard authenticator app. NexKey implements TOTP (RFC 6238) and HOTP (RFC 4226), so if a service offers "authenticator app" as a two-factor method, NexKey can hold it.
Moving to a new device
How do I move my accounts to a new phone?
If encrypted sync is enabled, enroll the new device as a trusted device and your encrypted vault becomes available on it. If sync is off, re-enroll each account with its service, or restore from an encrypted backup.
What happens if I lose a device?
Revoke it from the trusted device list on any of your remaining devices. Revoking stops that device from receiving further synchronized data. Because a lost device may still hold data locally, also rotate the two-factor secrets at the services you consider sensitive.
Can I use NexKey on several devices at once?
Yes. Each device is enrolled explicitly, and you can review or revoke any of them at any time.
Sync problems
My devices are showing different accounts.
Check that both devices are enrolled as trusted and that sync is enabled on both. A device that has been revoked stops receiving updates until it is enrolled again.
Is my data readable by NexKey's servers?
No. Vault data is encrypted on your device before it is uploaded, and the backend stores ciphertext. Decryption happens on your trusted devices.
Can I turn sync off?
Yes. Sync is opt-in and can be disabled at any time, which keeps your authenticator data local to each device.
macOS app
How does the Menu Bar app work?
The Menu Bar companion shows your most-used accounts and their current codes, so you can copy one without leaving the sign-in page. It can be locked again with a single click.
How long does a copied code stay on the clipboard?
Copied codes are short-lived: NexKey clears the clipboard entry after a short interval so a code does not linger there.
Does the Mac app support Touch ID?
Yes, on Macs with Touch ID. The app can require a biometric check before revealing codes.
Mobile app
Can I hide codes until I authenticate?
Yes. Enable biometric protection so codes are only revealed after Face ID, Touch ID or the Android biometric prompt succeeds.
How do I organise a long list of accounts?
Use search to jump to an issuer, and group work and personal accounts into separate authenticators.
Security questions
Where are my OTP secrets stored?
In platform secure storage — Keychain on Apple platforms and the Android Keystore on Android — rather than in plain application files.
Does NexKey generate codes in the browser?
No. This website is a marketing site only. It contains no OTP generation code and stores no authentication secrets. Codes are only ever generated inside the NexKey apps on your devices.
How do I report a security issue?
Email the security address listed on the security page with the details and any steps to reproduce. Please give us a reasonable window to investigate and ship a fix before disclosing publicly.
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Contact
Contact support
Tell us what you were doing and what happened. Please never include an authenticator secret, a QR code, a recovery code or a one-time code in your message — we never need them.
You can also email us directly at support@nexkey.app.