Knowledge base · Help

Getting help

How to reach support, what to include, and what never to send.

Email support@vaultkeep.dev. A person on the team reads every message; Team-plan customers get priority.

What to include

• Your organization name and the project name.
• What you expected, what happened, and when (UTC helps).
• The message from the Activity tab or the verification report, copied as text.

What never to send

• Your database connection string, Storage keys or destination credentials. We cannot see the ones you stored (they are sealed), and we don't want copies in email. If we need you to re-validate, we'll ask you to do it in the app.

Security reports

Put "Security" in the subject. See Security overview.

Status

If the app is unreachable, check Cloudflare's status page first: VaultKeep runs there. Backups that could not run during an outage are retried by the scheduler when it returns.

Still stuck? Email support@vaultkeep.dev with your project name (never your connection string) and we'll take a look.