How do I contact York Vault support?

Two ways to reach us

• The support form: yorkvault.com/support. It opens in your browser, outside the app.
• Email: support@yorkvault.com.

Both reach the same people. A person reads every message and replies within 1 business day. If you tell us that items may be lost, an engineer sees your message the same day.

The Contact support link in York Vault settings opens the same web form in your browser. That way it works even if York Vault crashes or will not open past the lock screen.

If York Vault does not open

Your items are still on this phone. Before you write to us:

1. Do not delete York Vault. Items that are only on this phone can be lost with the app.
2. Do not reset or erase the phone.
3. Restart the phone once and try again.
4. If York Vault still does not open, write to us through the support form.

What to include

The more of these you send, the faster we can help:

• What happened, in your own words, and what you did right before.
• The error code, if York Vault showed one. Codes have one letter and 4 digits, for example I-3107. You can copy the code with one tap, and the error codes page says what each one means. The letter shows the area: B for backup, I for adding items, R for restore, S for storage, P for purchases and L for the lock.
• Your York Vault version, from Settings in the app, or from the App Store or Google Play page.
• Your phone model and system version. On iPhone, open Settings, tap General, then tap About. On Android, the model and the Android version are in Settings.
• The backup row, if you can open York Vault. For example, “Backed up · 1,198 of 1,204 items”.

What not to send

• Your code or your recovery key. We never ask for them, and we could not use them.
• Photos or files from your library. We do not need them to help.
• Screenshots that show private items. Crop them first.

We hold no account for you, so we cannot open your library, reset your code or recover your key. What we can do is help you read the backup state, find the right restore path and fix bugs on our side.

Billing questions

Apple and Google handle payments, cancellations and refunds for York Vault, through the App Store and Google Play. See Cancel a subscription for the steps. Write to us anyway if a purchase does not show as active in York Vault, and we will look into it.

If we made a mistake

If a York Vault update caused your problem, we say so, say sorry once, and tell you what we fixed. You do not need to prove it was our fault before we help.