Common Issues
Can't Access Vault
Solution: Ensure you have at least 3 valid fraction keys. Check that security question answers match exactly (case-sensitive). Verify vault ID is correct.
Invalid Fraction Keys
Solution: Fraction keys must be in correct format. Copy them exactly as provided, without extra spaces or characters. Use the backup file if available.
Security Question Verification Failed
Solution: Answers are case-sensitive and must match exactly. Check for typos and ensure you're using the original answers provided during vault creation.
Payment Issues
Solution: Contact support if payment was processed but vault wasn't created. Include transaction ID and email used.
Beneficiary Can't Access
Solution: Verify trigger conditions are met. Ensure beneficiary has correct fraction keys and security question answers.
Technical Support
If issues persist, contact our support team with:
- Vault ID (if available)
- Error messages received
- Browser and device information
- Steps already attempted
Prevention Tips
- Store fraction keys in multiple secure locations
- Test access periodically with beneficiaries
- Keep security question answers documented securely
- Update beneficiary information regularly