Support

Report a Problem

Something broken, unsafe, or wrong? Tell us here and we'll investigate. For general questions, contact us instead.

In an emergency, contact your local authorities first. For urgent safety issues involving a minor, please also email info@vaultmomento.com with the word URGENT in the subject.

Please include steps to reproduce, the device/browser you were using, and any relevant links or IDs.

Support & response times

Vault is supported by a real person, not a bot queue. Support runs Monday to Friday, 9am to 6pm ET, excluding U.S. holidays. Messages sent outside those hours are answered the next business day.

Urgent safety reports

Illegal content, a minor at risk, or an active security vulnerability. Email info@vaultmomento.com with URGENT in the subject.

Within 24 hours
Account access & billing

Sign in problems, payment failures, refunds, and subscription changes.

1 business day
General questions & bugs

How to questions, upload or playback issues, and feature requests.

1 to 2 business days
Data export & deletion requests

We confirm your identity first, then export or permanently delete as requested.

Acknowledged in 2 business days, completed within 30 days

These are target response times, not a contractual guarantee. If you have not heard back within the window above, reply to your original message and we will prioritize it.