Support
Need help?
Write to contato@nublify.com.br. We answer within 2 business days, in Portuguese or English. The answers below cover what comes up most often — worth a look first, as they usually solve it right away.
Talk to a person
contato@nublify.com.brAnswer within 2 business days
If the problem is in the desktop program, attach the log file: in NubliVault, ••• menu → See what happened. It contains no file names and no content — only dates, sizes and error messages.
Windows says "Unknown publisher" during install
This is expected and does not mean the file is dangerous. The installer is not code-signed yet — a certificate that costs a lot and that we are arranging. Click More info, then Run anyway. To check you downloaded the right file, the download page publishes the file hash.
On the Mac the backup finishes too fast and copies few files
macOS most likely was not granted permission to read your folders. It asks once, on first run, and clicking Don't Allow blocks access silently.
- Open System Settings → Privacy & Security → Files and Folders
- Find NubliVault and enable the folders you want protected
- Or grant Full Disk Access, which covers everything at once
- Quit and reopen NubliVault, then run the backup again
The backup failed with a network error
From version 0.4.8 on, the program retries on its own when the connection wobbles, with growing waits. If it still fails, running the backup again is safe: backups are incremental and resume where they stopped, without re-sending what already went up.
I changed computers — how do I get my files back?
Install NubliVault on the new machine and sign in with the same Google account. Your backups appear under Restore. There is no kit to keep and no password to remember.
- One caveat remains: if you lose access to that Google account and the computer at the same time, we have no way to give your files back
I asked to restore and it said "up to 12 hours"
Files kept for longer live in a cheaper storage tier that must be prepared before download. That is what keeps the price low. You request the preparation, you can close the program, and NubliVault tells you when it is ready.
The mobile app shows nothing
It is a companion: it must be paired with a computer that already has NubliVault installed and at least one completed backup. The pairing code is shown in the desktop program.
- The phone does not hold your key and cannot open any file — it shows only dates, sizes and the state of the backup
I want everything deleted
Write to contato@nublify.com.br asking for deletion. We remove the packs, the manifests, the protected copy of your key and the identity record, and confirm by e-mail. It takes up to 15 days and the process is manual on purpose: deleting customer data is the worst possible event in a backup product, so it does not happen from one click.