Common issues
Encryption & account access
I lost my recovery phrase. What do I do?
First, check whether any device where you have previously signed in still has Maskifi installed. If it does, sign in on that device — Maskifi stores the recovery phrase in the OS keychain and will retrieve it automatically, restoring your access to encrypted profile data.
There is no UI to view or copy your recovery phrase again after the initial setup screen. The phrase is shown only once, when you first set up encryption. If the keychain entry is still valid on another device, your access is restored automatically — but you cannot retrieve the phrase text from the app.
If no device with a valid keychain entry remains and you no longer have your phrase, your encrypted profile data is unrecoverable. You will need to set up encryption again (generating a new recovery phrase) and accept that previously encrypted profiles cannot be decrypted.
Maskifi keeps asking for my recovery phrase even on a device I've used before.
The app loads the recovery phrase from the OS keychain on sign-in. If that lookup fails, the phrase screen appears. Common causes:
- macOS: The keychain entry may have been deleted or the app's keychain access was revoked. Check Keychain Access for an entry related to Maskifi and ensure the app is allowed to access it.
- Windows: The Windows Credential Store entry may have been removed by a system clean-up tool or OS reinstall. Enter your phrase to restore it.
- After a reinstall: Reinstalling Maskifi can remove the keychain entry. Enter your phrase once; Maskifi will save it again for future sign-ins.
I entered my recovery phrase three times and was signed out.
Three incorrect attempts trigger an automatic sign-out as a security measure. Sign in again and try entering your phrase more carefully — copy and paste it from your password manager to avoid typos, making sure there are no leading or trailing spaces and the words are in the original order.
Profiles
A profile won't launch.
Try the following in order:
- Check the browser core — Maskifi uses a separate browser binary (Maskifox). If it was not downloaded or is corrupted, profiles cannot launch. Check Settings > Engine for the download status.
- Check for a stuck "Stopping" state — if a previous session ended abnormally, the profile button may show "Stopping" indefinitely. Restart the Maskifi app to clear transient state.
- Check available disk space — decrypting a profile requires temporary disk space. If your disk is full, launch will fail.
- Check the proxy — if the profile has a proxy assigned that is unreachable, the browser may open but immediately fail to load pages. Test the proxy separately (see proxy issues below).
- Check the execution log — any error from the launch process is shown in the app. Look for a specific error message that narrows the cause.
A profile shows "Local cache invalid" or similar and downloads again every time.
The app re-fetches your encrypted profile from the server and decrypts it locally. This is normal and safe. If it keeps happening on every launch, try signing out and back in. If the issue persists, contact support.
I imported profiles but they are not showing up.
Profile imports are processed asynchronously. Wait a moment then refresh the Profiles list. If they still do not appear, check whether the import file format is supported and whether the import completed without an error message.
Proxies
The proxy test fails.
When a proxy test fails, the most common causes are:
- Wrong credentials — verify the username and password in the proxy settings.
- Wrong host or port — double-check the host address and port number.
- Proxy is offline or at capacity — contact your proxy provider.
- Firewall or network restriction — your local network may block outbound connections on the proxy port. Try a different network.
- Protocol mismatch — confirm whether the proxy is HTTP, HTTPS, SOCKS4, or SOCKS5 and select the matching type in Maskifi.
Test results are cached briefly. If you have updated proxy credentials, wait a moment and test again.
A proxy tests successfully but pages won't load in the profile.
The proxy test checks connectivity but does not validate that the proxy routes all traffic correctly. Some proxies block specific sites or have bandwidth limits. Try navigating to a simple page (e.g. a plain IP-check site) to confirm the proxy is routing traffic before testing the target site.
Team features
I don't see the team or shared profiles.
Team features require:
- A subscription plan that includes team support.
- Being a member of an active team in Maskifi.
- Your encryption keys being set up and valid (you must have completed the encryption setup flow).
If you have been invited to a team but do not see it, sign out and sign back in. If the team still does not appear, ask the team owner to verify your invitation was accepted.
I can see team profiles but cannot launch them.
Launching a team profile requires the team key, which is held in memory after you successfully sign in and unlock your encryption. If the key is not loaded (for example, if encryption setup was interrupted), profile launch will fail.
Sign out, sign back in, and complete the encryption setup or recovery phrase entry fully before trying to launch team profiles.
Scenarios
A scenario run fails immediately after starting.
Check the execution log in the run view. The most common causes are:
- A required variable was not provided a value before the run.
- The selected profile is not in a stopped state — a profile that is already open or stopping cannot be used for a new scenario run.
- The scenario has no blocks — an empty scenario cannot run.
Blocks are failing because elements are not found.
The default timeout for element lookups is 30 seconds. If a page is slow or an element does not exist, the block will time out and fail. Try:
- Increasing the
timeoutvalue on the failing block. - Adding a Wait block before the action to wait for a visible indicator that the page has loaded.
- Wrapping the block in a Try/Catch block if the element is optional.
- Verifying the CSS selector is correct for the target page.
General
Maskifi is not responding or is very slow.
Close and reopen the application. If the issue persists, check for multiple open browser profiles consuming system resources — each open profile runs a separate browser process.
I see a macOS Keychain Access prompt when starting Maskifi.
On unsigned (developer) builds, Electron's safeStorage API can trigger a macOS Keychain Access prompt asking for permission to access keychain items. This does not occur on production (signed, notarised) builds. If you are running a development build, allow access when prompted.
Where are my profile files stored on disk?
Profile data is stored encrypted in Maskifi's application data folder. The exact path depends on your operating system:
- macOS:
~/Library/Application Support/maskifi/profiles/ - Windows:
%APPDATA%\maskifi\profiles\ - Linux:
~/.config/maskifi/profiles/
The files are encrypted and cannot be read without your Maskifi account and encryption keys.