How to get help

The fastest answers are usually on the FAQ. For anything more specific:

Email support

Email info@glenvault.com. Free-plan users get a reply within two working days; paid users within one working day; Family Office customers get priority queueing.

Account & security

• Forgot password. Sign in with your recovery code (Settings → Recovery on the sign-in page).
• Lost recovery code AND password. Unfortunately your vault is unrecoverable. We can't override this — it's the same property that keeps a Glenvault staffer from reading your files.
• Lost your authenticator (TOTP). Use one of the recovery codes you saved when you set up MFA.
• Changing your email. Settings → Account → Change email. You'll need to verify the new address.

Documents

• Supported formats. PDF, images (JPG/PNG/HEIC/WebP), plain text. Other types upload but won't be AI-tagged.
• Maximum file size. 50 MB per file.
• How tagging works. See FAQ.

Family & succession

• Adding a family member. Settings → Family → Invite. They get an email; once they accept they show up in your Family list with the permissions you chose.
• Switching off the check-in switch. Settings → Succession → Check-in → pause. We'll email you the day before any pending escalation.

Billing

• Update card. Settings → Billing → Manage payment & invoices (opens the Stripe customer portal).
• Cancel. Same portal. Cancellation takes effect at the end of the current period.
• Refunds. Email info@glenvault.com. We refund on a case-by-case basis for the unused portion of the current period.

Status & outages

See status for current operational state.