Vaulty Support Center
Plain-language answers, deep guides, and a real human on the other end when you still need help. Search anything below.
- 🛡️Where should I store my recovery phrase?
Two physical copies in two trusted locations: a fireproof safe, a safety deposit box, with a trusted family member. Use metal seed plates (Cryptosteel, Billfodl) for fire and water resistance. Never: a screenshot, a Not…
Best practice & staying safe
- 📖What is a recovery phrase (seed phrase)?
A list of 12 or 24 ordinary English words that mathematically encode your wallet keys. Anyone who has this list can recreate the wallet — so treat it like the master key to a safe. Vaulty generates it on your device, en…
Glossary — plain-English
- 🗝️I don't have my phrase and I never enabled backup — anything I can do?
Honestly: very little. Self-custody means the keys belong to you alone, and without a phrase, a Google Drive copy, an Arweave envelope or an emergency cosigner there is no backdoor — not even for us. What to try: check …
Recovery for every wallet type
- 🔐Is my seed phrase stored in plain-text anywhere?
No. Your recovery phrase is encrypted on your device with AES-256-GCM (the same authenticated cipher used by 1Password, Signal and modern banking apps) before it is ever written to disk, synced to Google Drive, or uploa…
Permanent Backup & Arweave
- 🗝️How does passkey recovery work?
Passkeys are bound to your platform (Apple, Google or Microsoft) and synced across your devices by the OS. On a new device, sign in with the same passkey — your auth-seed is regenerated deterministically from the passke…
Recovery for every wallet type
- 🛡️Should I do a recovery drill?
Yes — once. On a spare device or a fresh browser profile, recover from your phrase or Permanent Backup and confirm the balances match. Then wipe the spare. You'll know your backup actually works, which is the whole poin…
Best practice & staying safe
- 🛡️Typical recovery scenarios — what really happens?
SCENARIO A · Phone lost, same city. You get a new phone. From home Wi-Fi you open /recover, type your public address, answer your 3 secret questions and allow location. GPS + IP + secret answers all match. Device factor…
Automated Account Recovery
- 🗝️Which wallets can I recover, and how?
Every wallet Vaulty creates has a recovery path. The path depends on the wallet type: • Signer / Trader — recover from your seed phrase, Google Drive copy, or Arweave permanent backup. • Shield / Zone (multisig) — recov…
Recovery for every wallet type
- 🛡️What are the verification factors and what does each one prove?
You choose which factors to enable. Each one is a different kind of proof, so combining them makes impersonation exponentially harder. • Secret questions / phrases — things only you would answer the same way. Stored as …
Automated Account Recovery
- 🛡️What happens if I lose my device?
Restore from your recovery phrase, your Google Drive copy, or your permanent Arweave backup. Vaulty cannot recover the phrase for you — that's what keeps it non-custodial.
Security & Custody
- ⚙️What is 'the vault'?
Your vault is an encrypted container on your device that holds your wallet keys, recovery phrase and settings. It only opens when you unlock it with biometrics or your PIN, and it locks again automatically after a short…
How Vaulty Works
- ⚙️How do I set up Vaulty for the first time?
1) Create a wallet — your recovery phrase is generated locally and encrypted before it touches disk. 2) Set your PIN and enable biometrics. 3) Enable Permanent Backup so a copy of your encrypted envelope is written to A…
How Vaulty Works
- 👥Can I use Vaulty on more than one device?
Yes. Restore the same recovery phrase on a second device and enable biometrics there too. Each device keeps its own encrypted vault — there is no central session that can be hijacked.
Account & Devices
- 🗝️How do I recover a Signer or Trader wallet?
Signer and Trader wallets are single-seed wallets. You have three independent recovery paths — any one of them is enough: 1. Recovery phrase — type the 12 or 24 words you wrote down at setup. 2. Google Drive copy — sign…
Recovery for every wallet type
- 🛡️The 5-minute safety checklist
Do these once and you're in the top 1% of self-custody hygiene: 1) Write your recovery phrase on paper. Two copies, two locations. Never a photo, never a cloud note. 2) Enable biometric unlock and set a memorable PIN yo…
Best practice & staying safe
- 🛡️How do I avoid phishing scams?
The biggest risk in self-custody is being tricked into approving a transaction. Rules of thumb: • Vaulty staff will never DM you. Not on Telegram, not on Discord, not on X. Ever. • Never type your recovery phrase into a…
Best practice & staying safe
- 🤝What information should I include in a ticket?
Help us help you fast: • A short description of what you tried and what happened. • Wallet address (public, safe to share). • Approximate time of the issue and your timezone. • Browser / device (e.g. iPhone 15, Safari).…
Vaulty Support — how to reach us
- 🤝Can support recover my wallet for me?
No — and that is a feature, not a limitation. Vaulty is non-custodial: we cannot decrypt your envelope, we cannot reset your password, we cannot move your funds. The same architecture that stops us also stops every atta…
Vaulty Support — how to reach us
- 🛡️What data is actually stored — and where?
Only three things ever leave your browser: 1. Salted SHA-256 hashes of your secret answers, GPS grid cells, IPs and device tokens. Hashes are one-way: even Vaulty engineers cannot reverse them. 2. The plaintext of the Q…
Automated Account Recovery
