Support
How to get help with PulsVault — self-serve resources, what to have ready when you ask for help, what support can and cannot do, and how to reach the sales team.
Where to go when you need help, from the fastest self-serve answers to the contact paths that exist today.
Start with self-serve#
Most questions are already answered here:
- Troubleshooting — fixes for the most common problems
- FAQ — short answers on security, recovery, plans, and usage
- The docs search — press ⌘K / Ctrl+K anywhere in the documentation
Contact us#
The console has no ticket form or in-app knowledge base yet, so write to the address for what you need. For anything about your organization's plan or access, ask your organization's administrator first — your Account → My Organization page names who to ask.
| Write to | For |
|---|---|
| support@pulsvault.com | Help using PulsVault — accounts, billing, bugs, guided recovery |
| security@pulsvault.com | A vulnerability you have found, or access to your account you did not make |
| privacy@pulsvault.com | Privacy questions and data requests |
| legal@pulsvault.com | Questions about the terms or a contract |
| leads@pulsvault.com | Plans, seats and Enterprise — or use the Talk to Sales form |
| hello@pulsvault.com | Anything else |
What to include when you ask for help#
The more of this you can say up front, the faster the resolution:
- What you did, what you expected, what happened — step by step
- The exact error message, if any
- Where it happened — page or feature, and your browser/OS
- When it happened (with timezone) — this lets admins correlate with the audit log
- Your plan (Free, Premium, Family, Team, Business, Enterprise)
- Screenshots — with secrets and personal data cropped or redacted
Support will never ask for your master password, Access Key, or Recovery Key. Anyone who does is not PulsVault. Don't include them — or any decrypted secret — in any message or screenshot.
What support can and cannot do#
Because PulsVault is zero-knowledge, support can help with accounts, billing, bugs, and guided recovery — but can never decrypt your secrets, reset your master password to reveal them, or restore access if you lose both your password and your Emergency Kit.
Sales & larger plans#
For Business and Enterprise inquiries, use the Talk to Sales form on the website or write to leads@pulsvault.com.
Already a customer? Organization owners and administrators — the people who can manage the organization's configuration — can ask for instructor-led team training or a security maturity assessment from Tools → Security Academy in the console, using Request an enablement session. The request is sent from your account, so there is nothing to fill in but what you need. See Security Academy. Other members do not see this option. See also Sales inquiries for how platform admins handle them.