XIUSoft
LiveSSHSupport
Write to us at contact@xiu.kr. We reply within 2 business days. Please do not send passwords, private keys or your recovery key by email; we never need them.
Last updated: 2026-10-09
Related: Privacy Policy · Terms of Service
The English text is the original of this document. If a translation differs from it, the English text is used to interpret the meaning only where the law of your country allows this; otherwise the version in your own language is the binding one. Your mandatory rights never depend on the language you read.
Summary
| I want to | Go to |
|---|---|
| Ask a question or report a bug | Section 1 |
| Fix a sign-in or connection problem | Section 2 |
| Delete my account and data | Section 3 |
| Cancel my subscription or get a refund | Section 4 |
| Exercise a privacy right | Section 5 |
| Report a security vulnerability | Section 6 |
| Find out who runs the service | Section 7 |
1. Contact us
Email: contact@xiu.kr. For faster help, include the app version (Settings), your device and operating system, the steps that lead to the problem and the exact error message. Do not include passwords, keys or private server details.
2. Frequently asked questions
More answers are in the FAQ on the home page and on the Security page (links below).
I forgot my master password.
Open the vault with your recovery key in the Cloud screen of the app and set a new master password. If you have lost the recovery key as well, the data cannot be recovered by anyone, including us. You can delete the account and start again.
I cannot connect to my server.
Check the host address, port and user name, that SSH is running and that a firewall allows the connection. If the app warns that the host key changed, the server may have been replaced or someone may be intercepting the connection: check with the server’s administrator before continuing.
Notifications do not arrive.
Check that LiveSSH Cloud is active, that notifications are allowed in the device settings, that the hook is installed on the server (python3 is required there) and that the app is signed in. In mainland China, Android push depends on Google’s service, which may be unreachable there.
See also: the Security page for how the vault and notifications work, and the Privacy Policy and Terms of Service.
3. Delete your account and data
In the app: Settings > LiveSSH Cloud > Delete account. After a fresh sign-in and a typed confirmation, your account and the data stored for it on our server are deleted immediately. This cannot be undone; copies in our encrypted backups, which exist only for disaster recovery, disappear within 7 days. Local data stays on your device until you uninstall the app. The only exceptions are two hash-only records that cannot identify you (see Privacy Policy, section 6): the deletion record (up to 3 years) and the trial claim (1 year, only for accounts that had the former automatic free trial).
Deleting the account does not cancel a store subscription: cancel it first in your store (section 4).
No access to the app? Write to contact@xiu.kr from your account email with the subject “Delete my account”. We will confirm that the account is yours and delete it within the period required by applicable law and in any case within 30 days.
Step by step: step-by-step guide to deleting your account.
4. Subscriptions and refunds
Subscriptions are managed by the store you bought from: Apple (Apple ID > Subscriptions), Google Play (Payments and subscriptions) or Microsoft Store. Cancel there; deleting the app does not cancel it. Refund requests go to the store (Apple: reportaproblem.apple.com). Write to us if a purchase does not unlock LiveSSH Cloud and include the store, the date and the email of your account; “Restore purchases” in the app is the first thing to try. Free trials, when offered, are introductory offers of the store and are shown with the price before you subscribe; the store’s rules for trials and cancellation apply (see the Terms of Service, section 8).
5. Privacy requests
To access, correct, delete or export your data, to withdraw consent, or to ask a question about the Privacy Policy, write to contact@xiu.kr. We answer within the period required by applicable law and in any case within 30 days. See the Privacy Policy, section 7, for what to expect.
6. Report a security problem
If you find a vulnerability or behaviour that differs from what the Security page describes, write to contact@xiu.kr with the subject “SECURITY”. Please do not publish details until we have had a reasonable chance to fix the problem. We do not run a bug bounty and do not pay rewards.
Please include:
- what you found and the impact you believe it has;
- the app version, platform and operating system;
- steps to reproduce, proof-of-concept or logs (without real user data);
- whether you want to be credited by name (optional) and how to reach you.
We acknowledge reports within 5 business days and tell you the outcome. Please test only against your own accounts and servers, do not access other users’ data, and do not disrupt the service. If you act in good faith and in line with this request, we will treat your report as security research and will not take legal action against you for it.
7. Who runs the service
LiveSSH is operated by XIUSoft (시우소프트), Republic of Korea. Representative: Ga Ram Jung (정가람). Business registration number: 752-41-01398. Address: 901-401, 33 Dongtanjungsimsangga 1-gil, Dongtan-gu, Hwaseong-si, Gyeonggi-do, 18455, Republic of Korea. Telephone: +82 507-1432-9182. Email: contact@xiu.kr.