Contact us
The fastest way to reach us is email. Write to [email protected] from the address on your account, describe what you were trying to do and what happened, and attach a screenshot if you have one. We answer in the order received, usually within one business day.
Reset 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.
Recover 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. Email [email protected] and we will help you with everything we can still reach, but encrypted files without a key cannot be opened by us.
Delete 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, email [email protected] from the address on your account and we will help.
Billing & 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? Email [email protected] with the date and amount and we will sort it out.
More help
Still stuck? We would rather hear from you than have you guessing.
- Email [email protected] and a person will read it.
- 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.
- Check system status if something looks down.