How can we help?
Session™ Vault is the encrypted vault and workspace for the whole music industry. If something is in your way, we want to clear it. Send us a message below, or scan the answers first.
Reach a human
- Send a message with the form below. A person reads it.
- Tell us what you were doing and what happened.
- Replies land within one business day.
- Security or abuse report? Start your message with the word "security" and it routes to the right desk.
01Reset your password
Forgot your password? On the sign-in screen, tap Forgot password (or go to the reset page). Enter the email on your account and we send you a link to set a new one. The link is single-use and expires, so use it soon after it arrives.
Already signed in and just want to change it? Open Settings → Account → Password and set a new password there.
One important note about encryption. If you turned on encryption for your content, your password and your recovery phrase are what unlock it. Resetting your password through email gets you back into your account, but if you have also lost your recovery phrase, files you encrypted may not be recoverable. Keep your recovery phrase somewhere safe. See the next section.
02Recover with your recovery phrase
When you set up encryption, Session™ Vault gives you a one-time recovery phrase. It is the backup key to your encrypted content. We never see it and we cannot reset it for you. That is the whole point: your content stays yours, and no one at Session™ can read it.
If you lose access to your account
Use your recovery phrase on the recovery screen to unlock your encrypted files again. Enter it exactly as it was given to you.
Keep it somewhere safe
- Write it down and store it where you keep other important documents.
- Save it in a trusted password manager.
- Do not store it as the only copy on the same device you use to sign in.
If you lose both your password and your recovery phrase, we are not able to unlock your encrypted content. Send us a message and we will help you with everything we can still reach, but encrypted files without a key cannot be opened by us.
04Delete your account
You can close your account at any time. Open Settings → Account → Delete account and confirm.
When you do, we start a 30-day grace period. If you change your mind during those 30 days, sign back in and cancel the deletion and nothing is lost. After the grace period ends, a scheduled purge removes your account data, library, share records, and active files from active systems. Some billing records may remain where the law requires.
Older backup snapshots age out on their own schedule and are not used to bring a deleted account back. The full detail is in the Privacy Policy and the Terms of Service.
If you cannot reach the setting for any reason, send us a message from the address on your account and we will help.
05Billing and plans
Manage your plan, payment method, and invoices at Settings → Account → Billing. You can upgrade, downgrade, or cancel at any time. Cancelling stops the next renewal and you keep access until the period you already paid for ends.
Questions about a charge, a refund, or a receipt? Send us a message with the date and amount and we will sort it out.
06More help
- Check system status if something looks down.
- Read the Privacy Policy to see exactly what we hold and how it is protected.
- Read the Terms of Service for the deal between you and us.
- Reporting a vulnerability? See the security disclosure page.
07Contact us
Describe what you were trying to do and what happened. If it is about a purchase or your account, use the email on your account so we can find you. We answer in the order received, usually within one business day.