How can we help with your vault?
Plain English guidance for owners, users and admins across the full Offline Secure Storage range. Search the FAQ, follow a step-by-step, or contact our team.
enable port [number]Pick your starting point
How vault access works
Your credentials and access details are provisioned at sign-up. You will receive five SMS messages covering your vault number, commands, answers, vault link, username and password.
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1Connecting. Text
enable port [your port number]to the number you were given at sign-up. Reply to the question with the correct answer from the three you were given. Your vault connects. -
2Disconnecting. Text
disable port [your port number]to the same number and answer the question again. Your vault disconnects and goes offline. -
3Auto-disconnect. Your vault disconnects automatically after 120 minutes. You do not need to do anything.
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4Wrong answer. If you send the wrong answer, your vault ignores it. Wait a few seconds and try again.
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5Your vault link. Your vault link was sent to you at sign-up. It is unique to you. Open it once your vault is connected to reach your file manager.
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6Username and password. Your username is in the format
user.name. Your password was sent separately. You can change your password and enable MFA once logged in. If you have lost your password, contact support, it can be triaged.
Your file manager
Browser-based. No software to install. Open your vault link once your vault is connected and log in with your username and password.
The Firevault range
| Product | Capacity | Price | Access |
|---|---|---|---|
| LUV | 300GB | £62.49/mo + VAT | 2 × 6hr windows / week |
| Vault 2TB | 2TB | £300/mo + VAT | 24/7 on-demand |
| Vault 4TB | 4TB | £400/mo + VAT | 24/7 on-demand |
| Vault 8TB | 8TB | £500/mo + VAT | 24/7 on-demand |
| Storage | From 10TB | On request | Configurable |
| Enterprise | 300TB+ | On request | Configurable |
Vault is connected but the login page is not loading
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1Did you get a confirmation reply? If not, send the enable command again and wait for the reply before opening your link.
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2Check your vault link. Copy and paste it directly from your sign-up message. Do not type it by hand.
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3Try again after the confirmation. Wait a moment after the connection confirmation, then try the link again.
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4Try a different browser or clear your cache. Reload after clearing cache, or open the link in another browser.
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5Still not working? Contact hello@fire-vault.com. Vault links can be triaged.
Something not working?
Vault Buddy
Vault Buddy lets you name one trusted person, a data next of kin, who can access your vault if you die or become incapacitated. It is set up at sign-up. It cannot be added or changed afterwards.
Important: if you did not set up a Vault Buddy when you signed up, no one can add one later, including Firevault. Firevault has no access to your vault. If you skipped this step, contact support at hello@fire-vault.com for guidance on your options.
Your Vault Buddy is the person who physically receives your vault if you die or become incapacitated. When a legally defined trigger occurs and their identity is verified, the physical drive is released to them. They do not receive your credentials in advance, and Firevault never sees the contents of your vault. The appointment is legally documented and enforceable.
Read more about resilience and legacyUseful links
Still need a hand?
Open a ticket and we will reply within one working day. You can track every update in one place, no email thread to lose. Vault links, passwords and access credentials can be triaged by support. Firevault never sees the contents of your vault.