Help with Vault18.

Contact support

Email [email protected] from your Vault18 account address. Include your organization name, browser and version, extension version, and a description of the problem. Never email a master password, TOTP seed, recovery code, vault export, API key, or secret value.

Install and unlock the extension

1. Install Vault18 Vault from your browser’s official extension store, then reload any open Vault18 page.
2. At vault18.oronzo.io, unlock the vault, open Settings, and choose Sync encrypted vault now.
3. Open the extension and enter the corresponding master password. The saved envelope remains encrypted until this local unlock.
4. Open a saved login page. Vault18 offers credentials only when the saved and current origins match exactly.

If direct sync is unavailable, choose Download file instead and select that encrypted JSON file in the extension.

Autofill troubleshooting

• Confirm the extension says Unlocked; it locks after ten minutes of inactivity.
• Confirm the saved URL has the same scheme, hostname, and port as the login page.
• Reload pages that were already open when the extension was installed or updated.
• For login forms inside cross-origin frames, open the provider’s direct login page; Vault18 does not inspect child frames.
• If multiple logins match, open the extension and select the intended record.

Encrypted attachment help

• Save a new record once, reopen it, and then choose a file.
• Each record supports up to ten files of 10 MB each.
• Keep the page open until the encrypted upload finishes, then save the record to commit it.
• If a download fails, confirm the record is still assigned to you and try again; download links expire after 60 seconds.
• Attachments are not included in one-time public links or browser-extension sync.

Recover a forgotten master password

1. Before an emergency, unlock the vault and create a kit from Settings → Master password recovery.
2. Store the downloaded recovery key offline and separately from the device.
3. On the locked-vault screen, choose Forgot master password?.
4. Enter the complete recovery key and choose a new master password.

Vault18, Oronzo, support staff, and organization administrators never receive the recovery key and cannot replace a missing kit. If no kit exists, the recovery screen explains that the encrypted records cannot be restored and offers a separately confirmed empty-vault reset only as a last resort. Never email the kit or store it beside an encrypted vault export.

Account and data requests

Organization owners and administrators manage membership and record access from Settings. For correction, export, or deletion of personal information, email [email protected] from the account email. We will verify the requester and coordinate with the organization administrator where necessary.

Report a vulnerability

Send a concise report to [email protected] with the subject “Confidential Vault18 security report.” Do not include live customer secrets or publicly disclose an unresolved issue. We will acknowledge a valid report and arrange a secure channel for sensitive reproduction material.