[Nikita BhosleParticipant]

We apologize for the inconvenience you are experiencing.

Could you please confirm which version of AxCrypt you are currently using? If you are using an older version, we kindly recommend updating to the latest AxCrypt 3.x version and then testing the issue again.
If the problem persists after updating, please send the complete error report to our support team at support@axcrypt.net so we can investigate further.

To generate and send the complete error report, please follow the detailed instructions provided in the link below:
https://www.axcrypt.net/blog/how-to-send-a-complete-error-report/
Once we receive the full error report, our team will analyze the issue and assist you accordingly.

Thank you for your cooperation.

[Nikita BhosleParticipant]

We apologize for the inconvenience.
We recommend updating to the latest version of AxCrypt and then trying again. We have tested this in our local environment using the latest version and were unable to reproduce the issue.

Please update to the most recent version and check if the problem persists. If you are still experiencing issues after updating, kindly contact our support team at support@axcrypt.net, and we will be happy to assist you further.

[Nikita BhosleParticipant]

We have stopped developing new features and fixing issues for the legacy version (AxCrypt 1.x). We are no longer actively developing version 1.x, and support for this version is very limited.

We strongly recommend upgrading to the latest version, AxCrypt 3.x.

You can download the latest version of the AxCrypt application from our official website:  https://axcrypt.net/download/

Please install the AxCrypt app on your system or laptop and log in with your account.
The application will automatically activate your subscription.

[Nikita BhosleParticipant]

If you would like to remove AxCrypt protection from your Dropbox folders, you will need to decrypt the encrypted files first. Please follow these steps:

Ensure your Dropbox files are fully synchronized to your local system.
Open AxCrypt and decrypt the files you no longer want protected.
Once decrypted, Dropbox will automatically sync the updated (decrypted) versions back to the cloud.
After all files are decrypted, they will no longer be secured by AxCrypt.

Regarding AxCrypt Cloud Storage Awareness, this feature simply detects installed cloud services (such as Dropbox), creates a “My AxCrypt” folder, and designates it as “Secured” (monitored for automatic encryption). If you no longer wish to use this feature, you can disable or stop using the secured folder within the AxCrypt application settings.
Please note: When encrypting or decrypting files stored in synchronized cloud folders (like Dropbox), an active internet connection is required for the cloud service to sync the updated files between your computer and the cloud.
For more information about encrypting files in cloud storage services, you may refer to our blog articles on cloud encryption on our website and Encrypt OneDrive & Google Drive Files with AxCrypt’s AES-256
Please let us know if you need any further assistance.

[Nikita BhosleParticipant]

To better understand the issue you’re experiencing with larger files (such as videos) stored on your external/mobile HDD, we would need a bit more information.
Could you please send an email to our support team at support@axcrypt.net? If possible, include:

A detailed description of the issue
The exact error message you are receiving
Screenshots of the error
Your AxCrypt version number
Your operating system details
This information will help us investigate the matter more efficiently and provide the appropriate solution.

[Nikita BhosleParticipant]

Merci de nous avoir contactés, et nous sommes désolés d’apprendre que vous rencontrez des difficultés pour vous connecter au forum AxCrypt.

Nous vous invitons à envoyer un e-mail à notre équipe d’assistance à l’adresse support@axcrypt.net afin qu’elle puisse vous aider davantage. Si possible, merci d’inclure des captures d’écran des messages d’erreur que vous voyez, car cela nous permettra d’examiner le problème plus rapidement.

Nous vous recommandons également de vérifier votre dossier spam/courrier indésirable au cas où l’e-mail de réinitialisation du mot de passe s’y trouverait.

Notre équipe se fera un plaisir de résoudre ce problème pour vous dans les plus brefs délais.

[Nikita BhosleParticipant]

Merci pour vos questions — nous sommes heureux de vous apporter des précisions.

1. Mises à jour et maintenance macOS
Oui, AxCrypt pour macOS est activement maintenu. Nous avons publié la nouvelle version macOS 3.x en août 2025.

Cette mise à jour comprend une interface utilisateur entièrement repensée, offrant une expérience plus moderne, intuitive et fluide, ainsi que diverses améliorations destinées à renforcer votre flux de travail en matière de chiffrement.

2. Carte bancaire requise pour l’essai
Si vous préférez ne pas fournir les détails de votre carte, vous pouvez créer un compte Gratuit (Viewer) à la place. Lors de la configuration du plan, sélectionnez simplement l’option Gratuit/Viewer.

Lors de l’inscription à l’essai, nous demandons les informations de carte de crédit ou de débit à des fins de vérification. Un petit montant temporaire (variable selon la devise) est prélevé afin de vérifier la carte. Une fois la vérification effectuée, le montant est automatiquement remboursé.

Veuillez noter que, bien que nous initiions immédiatement le remboursement, celui-ci peut prendre environ 8 à 10 jours ouvrables pour apparaître sur votre compte, selon votre banque.

Si vous préférez ne pas fournir les détails de votre carte, veuillez nous en informer.

N’hésitez pas à nous contacter si vous avez d’autres questions — nous sommes là pour vous aider.

[Nikita BhosleParticipant]

Apologies for the inconvenience caused.
Please clear the AxCrypt app’s local cache and try again.
Long-press the AxCrypt app icon, then go to App info → Storage & cache, and select Clear cache. Also, please clear the user data.
Now, restart the AxCrypt app and check if the issue is resolved. If you still face any issues, please let us know.

[Nikita BhosleParticipant]

Thank you for contacting AxCrypt Support.

AxCrypt versions 2.x and 3.x use a single sign-on security model, which means the same account password is used both to sign in to our servers and to encrypt and decrypt your files.

At this time, AxCrypt does not support using different passwords for different files or folders.
You can read more about this decision in our blog post here:
https://www.axcrypt.net/blog/use-of-different-passwords-considered-harmful/

Currently, the AxCrypt account password is the only password used to protect your encrypted files when using the AxCrypt application.
Please note that support for additional password options has been added to our Wishlist for a version of AxCrypt 3.x, but there is no confirmed release timeline yet.

[Nikita BhosleParticipant]

Hello,

Thank you for being a long-time AxCrypt customer, and for explaining the issue in detail.

The verification step you’re encountering is related to your credit card and bank’s security process (such as 3D Secure), not your AxCrypt account. The one-time code is sent directly by your bank or card provider, which is why we don’t see or store a mobile number for this verification on our side. Your bank will be the best point of contact to help ensure these verification messages are delivered correctly.

That said, to make the upgrade easier, we also support alternative payment options. You’re welcome to try upgrading again using PayPal, or by reattempting the payment via Stripe with a different card if available.

We truly value your continued trust in AxCrypt and hope one of these options allows you to upgrade smoothly.
Please don’t hesitate to try again, and feel free to reach out if you need any guidance from our side.

[Nikita BhosleParticipant]

To recover the files encrypted with the old password, you can use AxCrypt Brute Force. You can click here to know about how you can use Brute Force to recover the file access.

 

Looking forward to your response, Please feel free to reach out for any assistance.

[Nikita BhosleParticipant]

Hello,

To recover the files encrypted with the old password, you can use AxCrypt Brute Force. You can click here to know about how you can use Brute Force to recover the file access.

Looking forward to your response, Please feel free to reach out for any assistance.

• This reply was modified 1 month, 2 weeks ago by  Nikita Bhosle.

[Nikita BhosleParticipant]

Hello,

You don’t need to disconnect from Axcrypt you can simply close the window.
As soon as the file is encrypted or decrypted, the password you entered will not be remembered – you can close the window directly.

Please let us know if you meant something else. Thanks!

[Nikita BhosleParticipant]

Hola,

Lamentamos las molestias. Por favor, póngase en contacto con nuestro equipo de soporte y comparta su comprobante de compra. Una vez recibido, activaremos su suscripción lo antes posible.
Correo de soporte: support@axcrypt.net

[Nikita BhosleParticipant]

Hello!

You can upgrade your files to AES-256 by using the ‘Upgrade files to AES-256’ option, which will re-encrypt them using the newer encryption standard and your current password.
Alternatively, you can enable auto-upgrade to AES-256, so that whenever you open a file, it is automatically upgraded to the newer encryption level using your current password.

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