Help with your LUV vault
Plain English answers for connecting, using and looking after your 300GB Low Use Vault. Two scheduled six-hour access windows per week, identity-locked, encrypted at hardware level.
enable port [number]What do you need to do?
How to connect your vault
Your credentials and commands were sent to you by SMS at sign-up. You should have five messages with your vault number, commands, answers, vault link, username and password.
-
1Text
enable port [your port number]to the number from your sign-up message. -
2You will be asked a question. Reply with the correct answer from the three you were given at sign-up.
-
3Your vault connects. You will receive a confirmation reply.
-
4Open your vault link and log in with your username (
user.name) and password. -
5Your vault disconnects automatically after 120 minutes, or text
disable port [your port number]to disconnect early.
Your file manager
Browser-based, no software to install. Open your vault link once your vault is connected, then log in with your username and password.
Vault is connected but the login page is not loading
The most common reasons, and how to fix them.
-
1Did you get a confirmation reply? Check your messages. If you did not receive confirmation that your vault connected, it may not be live yet. Send the enable command again and wait for the reply before opening your link.
-
2Check your vault link. Your vault link was sent to you when you signed up. Copy and paste it directly from that message. Do not type it by hand. Even a small difference in the URL will stop it from working.
-
3Try again after the confirmation. Your vault needs to be connected before the link will work. Wait a moment after the connection confirmation, then try the link again.
-
4Try a different browser or clear your cache. If the link looks right and your vault is connected, try opening it in a different browser, or clear your cache and reload.
-
5Still not working? If your link appears wrong or you no longer have it, contact hello@fire-vault.com. Vault links can be triaged.
Something not working?
user.name, and your password. Contact support if needed. Passwords can be triaged.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 legacyStill 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.