One channel.Inside the app.
Every Vaulnox support conversation happens through the Vaulnox app. It’s the only place we’ll talk to you about your vault — and the only place you should ever talk to anyone claiming to be us.
We will never email you. We will never ask outside the app.
For security reasons, all customer communications are conducted exclusively through the Vaulnox app. This is a firm policy, not a guideline.
- Vaulnox does not send unsolicited emails about your account, your vault, or your wallets.
- Vaulnox will never ask for your vault or wallet information outside the app — not by email, not by phone, not by text message, not on social media.
- Vaulnox staff cannot see your seed phrase, your key shares, your AEGIS answers, or your SENTINEL configuration — so anyone who claims to need them is not us.
- Anything that looks like Vaulnox arriving by email, SMS, DM, or phone call should be treated as a phishing attempt. Do not click. Do not reply. Report it from inside the app.
If we can’t see your secrets, we don’t need to ask for them. Anyone who does — isn’t us.
Five steps, inside the app.
Every Vaulnox account has support built in. Opening a ticket takes less than a minute and routes your message directly to the Vaulnox customer service team.
- 1
Open the Vaulnox app
Launch the app on your phone and sign in. Support is available from any authenticated session.
- 2
Tap Settings
Open the Settings screen from the main navigation.
- 3
Find the Support section → Contact Us
Scroll to the Support section and tap Contact Us — “Get help from our support team.”
- 4
Choose a subject and write your message
Pick a subject from the dropdown — Account Issue, Transaction Help, General Question, or Other— then describe what you need in the message field. Your name and account email are attached automatically; you don’t need to retype them.
- 5
Tap Send
Submit the ticket. You’ll see a confirmation in the app, and our customer service team will respond. Replies arrive in your in-app Notifications— not by email.
What to include. What not to.
- A clear description of the issue or question
- When it started and what you were doing
- Any error messages you saw, exactly as shown
- The chain or asset involved, if relevant
- Approximate timestamp of the event
- Your seed phrase or recovery phrase
- Any key share, encrypted or otherwise
- Your AEGIS answers or SENTINEL rule values
- Account passwords or 2FA codes
- Trusted-contact identities or inheritance details
Vaulnox staff do not need any of these to help you. Anyone asking for them — even someone who appears inside the app — is not Vaulnox. Close the conversation and report it.
Replies arrive where you sent them.
When our customer service team responds to your ticket, the reply lands in the Notificationsscreen of the Vaulnox app — the same place where every other authenticated account communication is delivered.
We do not reply by email. We do not reply by SMS. We do not call. If a message claiming to be a Vaulnox support reply arrives through any channel other than the app, it is not from us.
One channel. Always.
Help, in the place where your assets live.
Open the Vaulnox app, tap Settings, then Contact Us.
Read the FAQVaulnox — better than a bank.