SplashData Help Desk

PROBLEM: My SplashID Safe mobile app is not logging in as of September 10th 2019, Tuesday and shows a "Secure connection cannot be established" error. Why does this happen and what can I do to fix this, please?

ANSWER and solution: We have released mandatory mobile app updates on the 10th and 27th of August 2019 (namely on the 10th for SplashID Safe Android app and 27th for SplashID Safe iOS app. This is a mandatory update we do annually every September for our mobile apps - new version is 8.2.4.
Previous/older versions such as 8.2.3 or older may not work on and after September 10th 2019.

To fix this issue, please quit the mobile app first. Then update your iOS app to latest version from App Store — Updates (or Play Store on Android).
If you do not see the update listed in App Store — Updates on your iOS device, please drag the Updates view to refresh it.
(If you still do not see it, then the app may have already updated automatically.)
Then the mobile app should work fine again.
You can find the apps here:
https://play.google.com/store/apps/details?id=com.splashidandroid (Android app)
https://itunes.apple.com/us/app/splashid-safe-for-iphone/id284334840?mt=8 (iOS app - link is to USA App Store, if you are located elsewhere please use your local App Store and not USA one)

Note: Our SplashID Safe PC/Mac Desktop apps are not affected so you can keep using those without any updates.
Note #2: As of middle of September 2019, latest version for Android is now 8.2.5, 8.2.4 being old. The new version has fixes for a possible Cloud Sync losing data issue so it is strongly recommended to get that if you use Cloud Sync.

IF you have any questions about the above and/or still have the above issues or any other issues with using SplashID Safe apps please do not hesitate to contact us for help HERE or via emailing us to one of our contact email addresses listed HERE.

About SplashData

SplashData has been a leading provider of security applications and services for over 10 years. The company's secure password and record management solution SplashID Safe has over 1 million individual users worldwide as well as hundreds of business and enterprise clients. SplashData was founded in 2000 and is based in Los Gatos, CA.

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