Encountering issues with your Deheritance vault? This guide covers common problems and their solutions to help you access your digital inheritance.
Access Issues
Can't Access Vault
Symptoms: Invalid vault ID, incorrect password, or access denied errors.
Solutions:
- Verify vault ID is copied exactly (no extra spaces or characters)
- Ensure you have at least 3 valid fraction keys
- Check that security question answers match exactly (case-sensitive)
- Try refreshing the page and clearing browser cache
Invalid Fraction Keys
Symptoms: "Invalid share format" or "Key reconstruction failed" errors.
Solutions:
- Copy fraction keys exactly as provided (no extra spaces)
- Ensure complete key strings are copied (not truncated)
- Use the backup file if individual keys fail
- Check for special character encoding issues
Security Question Verification Failed
Symptoms: "Answer doesn't match" or "Verification failed" errors.
Solutions:
- Answers are case-sensitive - match exact capitalization
- Remove leading/trailing spaces from answers
- Check for typos in original answers provided
- Try alternative answers if multiple were set up
Payment Issues
Payment Processed but Vault Not Created
Symptoms: Payment confirmed but no vault creation email or access.
Solutions:
- Wait 5-10 minutes for processing to complete
- Check spam/junk folders for confirmation emails
- Contact support with transaction ID and email used
- Verify payment wasn't flagged for fraud review
Stripe Payment Errors
Symptoms: "Payment declined" or "Card processing error".
Solutions:
- Verify card details are correct and not expired
- Try a different payment method or card
- Check with your bank about potential holds
- Ensure billing address matches card records
Beneficiary Issues
Beneficiary Can't Access Vault
Symptoms: Heirs report they cannot unlock the vault.
Solutions:
- Verify trigger conditions are met (time-based or event-based)
- Ensure beneficiary has correct vault ID and fraction keys
- Confirm security question answers were shared correctly
- Check that beneficiary is using correct unlock URL
Trigger Not Activating
Symptoms: Dead man's switch not releasing vault to beneficiaries.
Solutions:
- Verify inactivity period has elapsed
- Check that trigger conditions were properly configured
- Ensure backup verification methods are in place
- Contact support for manual trigger if needed
Technical Issues
Browser Compatibility Problems
Symptoms: Pages not loading, buttons not working, display issues.
Solutions:
- Try a different browser (Chrome, Firefox, Safari)
- Clear browser cache and cookies
- Disable browser extensions temporarily
- Ensure JavaScript is enabled
- Update browser to latest version
File Upload Issues
Symptoms: Files not uploading, size limit errors, format not supported.
Solutions:
- Check file size limits for your plan
- Verify file formats are supported
- Compress large files before uploading
- Try uploading files individually
- Check internet connection stability
Getting Support
If issues persist, contact our support team with:
- Vault ID (if available)
- Error messages (exact text shown)
- Browser and device information
- Steps already attempted
- Screenshots of error messages (if possible)
Prevention Tips
Avoid future issues with these best practices:
- Store fraction keys securely in multiple locations
- Test access periodically with beneficiaries
- Keep security question answers documented safely
- Update beneficiary information regularly
- Create backup copies of all important information
- Use strong, unique answers for security questions