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Can't Login on Desktop

Kira Mar 01, 2015 10:18PM PST

I've been using Splash ID on my Samsung Galaxy for a while and just downloaded the Windows version to my laptop. When I try to log in on the laptop, I get a popup that my password is incorrect. My password works just fine on my Galaxy. What am I doing wrong??

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Justin Cepelak Mar 02, 2015 03:32PM PST SplashData Inc Representative

Thanks for contacting us. First locate and rename the SplashID Data folder:

1) open the file explorer
2) browse to Documents\SplashData\
3) you may find both a “SplashID” and a “SplashID.8” folder
4) click each folder name, to make it editable, and add .old to the end, so it’s SplashID.old, and SplashID.8.old, respectively.

Now make sure you update to the latest version of the app.

https://splashid.com/downloads

Then launch the SplashID Desktop again, and go through the guided setup.

Now to get your data back:

- If you have good data on the cloud, it will download automatically.

- If you have good data on the Android app, use the Backup command found in Settings on the SplashID Android app. Then do a WiFi sync with the SplashID Desktop (you may wish to set the sync setting to handheld overwrites desktop first).

- If you have good data on the iPhone / iPad app, use the Send Records command in the Settings screen to send yourself all records as a vID file via email. Then do a WiFi sync with the SplashID Desktop (you may wish to set the sync setting to handheld overwrites desktop first).

- If you need to restore a backup vID file, you can just find the backup file you want to import and double-click it. You will need to enter the password that was set at the time the backup file was exported.

Auto-backup files are saved here:

\Documents\SplashData\SplashID.old\Backup\

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Kira Mar 03, 2015 12:43PM PST
I tried that and it didn't work. I can't get the Windows desktop app to open. I enter my email just fine, but when I enter the same password that works on my Android phone I get a pop up error on the desktop app that says, "The password you entered is incorrect. Please try again." The password is NOT incorrect. Why can't I open this desktop app????
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Justin Cepelak Mar 03, 2015 12:44PM PST SplashData Inc Representative

Can you login with that same email and password on the website:

https://splashid.com/login

If so, I think there is still a local database on your Windows machine that has a different password. You need to delete that.

First locate and rename the SplashID Data folder:

1) open the file explorer
2) browse to Documents\SplashData\
3) click the folder name, to make it editable, and add .old to the end, so it’s SplashData.old.

Then launch the SplashID Desktop again, and go through the guided setup.

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Kira Mar 04, 2015 12:39PM PST
Do I have to have the Pro version to use the desktop app?
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Justin Cepelak Mar 04, 2015 12:40PM PST SplashData Inc Representative

No, you can stay with a free license if you only use one version of the app, such as the desktop app. But if you use more than one version, or want to sync, or use pro features, then you need a SplashID Pro license.

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Kira Mar 05, 2015 11:57AM PST
Ok, then that's probably the problem. I already have Splash ID on my phone, so that means I can't also access it from my computer unless I buy the Pro version, right?
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Justin Cepelak Mar 05, 2015 11:59AM PST SplashData Inc Representative

That’s correct. You need SplashID Pro to use SplashID on more than one platform.

With SplashID Safe 8, any kind of sync – WiFi or cloud – requires a SplashID Pro license.

Pro features include – automatic cloud backup, security dashboard, secure sharing, and more.

As a courtesy, I’m going to extend your SplashID Pro trial for a year from today. That’s a $19.99 value, and it should give you plenty of time to decide if subscribing to SplashID Pro in the future is the right choice for you.

You don’t have to use Cloud sync, but you will need a SplashID Safe Pro license at (or before) the end of the 1 year Trial to continue using the service.

Please let me know if you have any other questions.

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Joseph Sep 25, 2015 06:15PM PDT SplashData Inc Representative

We have had an outage with our server that we are working to resolve immediately.

Once that is resolved you should be able to use the app. Sorry for the inconvenience.

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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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