Wrong PIN.
Check whether you are unlocking the app or opening a backup: use the PIN belonging to that operation.
Why does this happen?
The entered PIN failed the current check. App lock uses the active profile’s PIN; an older encrypted ZIP can still require the PIN from when that file was created.
How do I check it?
Read the screen to identify app unlock, PIN change or backup preview. Check the selected ZIP’s date. Enter the app or backup PIN in HerdMobile; the phone’s screen-lock code belongs to the phone’s own authentication prompt.
For app lock, use the profile’s PIN and respect any displayed waiting time. If forgotten, tap Forgot PIN and Verify with biometrics or device lock when offered; complete the phone’s authentication, enter and confirm a new PIN, then Save. Keep records and the installation intact if authentication fails.
For a protected backup, use that ZIP’s original PIN, even after resetting the app PIN. Keep the old ZIP and source phone unchanged. If the old phone is accessible, use the backup guide to create a fresh export and keep earlier files separately.
How do I verify the result?
Check the intended result: app unlock or a readable Backup Preview. Review the preview and replacement warning before any restore. If recovery fails, contact Product support with the app version and message.
How do I keep my records safe?
Keep PINs, backup contents and current records private. Use the app’s controls for unlock and restore; preserve app data, the original phone and unchanged backups while checking the problem.