What is a Vault

A Vault is a secure, one-time file upload link that a support agent sends you when they need documents or files to help resolve your support request.

How it works

  1. You receive a link — When an agent needs files from you, they'll send a unique upload link in your support conversation.

  1. Review and accept — Before uploading, you'll see a brief terms notice explaining how your files will be handled.

  1. Upload your files — Drag and drop or click to select the files you want to share. You'll see which files are allowed and any size limits.

  1. Files are delivered securely — Once uploaded, your files go directly to the support team handling your request. The link expires and cannot be reused.

Why use a Vault?

Vault provides a safer alternative to email attachments:

  • Encrypted in transit and at rest — Your files are protected using industry-standard encryption.

  • One-time use — Each link works only once and expires automatically, reducing the risk of unauthorized access.

  • No email size limits — Upload larger files that wouldn't fit in an email.

  • Audit trail — The organization can track who accessed your files for security purposes.

What you can upload

The agent who sent you the link may have set restrictions on:

  • File types — Only certain formats may be accepted (e.g., PDFs, images, documents).

  • File size — Each file has a maximum size limit, typically shown on the upload page.

  • Number of files — There may be a limit on how many files you can upload at once.

These limits are displayed on the upload page before you submit.

What you should NOT upload

Unless specifically requested, please avoid uploading:

  • Passwords or login credentials

  • Full payment card numbers (PAN)

  • Highly sensitive personal information (e.g., government ID numbers, medical records)

If you're unsure whether a file is appropriate, ask the support agent before uploading.

After you upload

Once your files are submitted:

  • You'll see a confirmation that your files were received.

  • The upload link becomes inactive — it cannot be used again.

  • The support team will review your files and continue assisting you.

Questions?

If you have concerns about a Vault link you received, reply to your support conversation and ask the agent for clarification. Legitimate Vault links always come from within an existing support thread.

Last updated Jan 28, 2026