Troubleshooting
Fixes for the most common PulsVault problems — sign-in and unlock failures, lost Emergency Kit, 2FA lockout, blocked IPs, and sync issues.
Quick fixes for the issues we see most often. If none of these help, see Support.
I can sign in but can't unlock my vault#
Signing in and unlocking are two separate gates. After signing in you still need to open a vault session with one of:
- Access Key — from your Emergency Kit
- Recovery Key — last resort, also in the Emergency Kit
- Trusted device — if this device was previously registered as trusted
If the unlock prompt keeps reappearing, your vault session likely timed out — sessions expire on inactivity by design. Adjust the auto-lock delay in the vault's settings (Vaults overview).
I forgot my master password#
Use your Recovery Key to regain access and set a new master password. See Recovery & Emergency Kit.
If you lose your master password and your Recovery Key, the account cannot be recovered. PulsVault is zero-knowledge — no one, including support, can decrypt your secrets without your keys.
I lost my Emergency Kit#
- Still signed in and unlocked? Re-download your Emergency Kit from the Security Center right away, and store it offline.
- Lost the kit but know your password? Sign in, unlock (a trusted device helps here), then regenerate your recovery credentials from Recovery & Emergency Kit.
- Lost everything? See the warning above — recovery is impossible by design.
I'm locked out of two-factor authentication#
If you can't produce a TOTP code (lost phone, wiped authenticator app):
- Use one of the backup codes generated when you set up 2FA. Each code works once.
- After signing in, go to Two-factor authentication to re-enroll your authenticator and choose Generate new codes — every previous code stops working, used or not.
If you have no backup codes left, contact Support — identity verification will be required, and support still cannot decrypt any vault data.
"Too many attempts" or my IP is blocked#
Repeated failed sign-ins or unlock attempts trigger automatic abuse protection. Blocks are temporary and expire on their own; wait before retrying rather than repeating attempts. Organization admins can review blocking activity under Network & security.
Changes aren't syncing between devices#
- Check you're online — changes made offline sync when the connection returns. See Sync & offline.
- Make sure the vault is unlocked on the device that looks stale; locked vaults don't show fresh data.
- Verify the session on the other device hasn't been revoked under Active sessions.
- Sign out and back in as a last resort — this forces a clean session.
Still stuck?#
Check the FAQ, then open a ticket via Support with the details listed there.