Support
Support is handled entirely inside your account. Response within 1 business day.
Many questions are answered in the Help Center. Don't have an account yet? Sign up — the in-app support page goes live the moment you do.
Frequently asked
Most common questions before you reach out. If the answer isn't here, file a ticket from your account and we'll add it.
- Any backup ZIP you've already downloaded stays in your possession, but it can't be restored into a new Vaultry account. Backups are cryptographically signed (HMAC-SHA256) against your tenant ID; deleting your account destroys that tenant ID and permanently invalidates the signature on every backup ZIP you hold. If you want to step back from Vaultry without losing the ability to restore later, the Keep Account Active tier ($1/month) preserves your tenant ID. See Terms of Service §4 for the full policy.
- No. Your inventory, photos, notes, and account information are yours. We host them so you can use Vaultry and we don't do anything else with them — no sale to data brokers, no AI model training, no marketing data products. See Privacy Policy for the binding version of this commitment.
- Open Settings → Plans & Pricing in the app. The Keep Account Active card sits above the tier picker — $1/month, no inventory access while paused, but your tenant ID and any backup ZIPs you've downloaded stay restorable when you resume on a paid plan. You'll need to delete your items and take a backup first; the confirm dialog walks you through it.
- No permanent free tier. We offer a 30-day free trial so you can put your real collection in and decide if Vaultry is the right system of record. After the trial, all four paid plans (Starter / Pro / Collector / Unlimited) include CSV import/export and backups so you can leave with your data intact at any time. See Pricing for tier details.
- We don't prorate refunds for partial billing periods (the standard SaaS approach). As a goodwill measure we honor refund requests within 14 days of your initial subscription — file a ticket in your account and we'll send the refund through Stripe. After that the cleanest move is usually Keep Account Active or to cancel at period end so you're not billed for the next cycle.