myVault's encrypted document vault is designed for secure file uploads with per-document access logging. Here's how to resolve common issues with document uploads and account security.
Document Vault Overview
Every myVault account includes a drag-and-drop document vault where you can securely upload financial documents, receipts, and contracts. All files are protected with:
- 256-Bit AES Encryption at rest and in transit
- Per-document access logs — Track who viewed each file and when
- Per-user data isolation — Your files never touch another client's data
Multi-Factor Authentication (MFA) Issues
MFA is mandatory on every myVault account. If you're having trouble with MFA:
- Can't access your authenticator app — Use your backup codes provided during MFA setup. If you don't have backup codes, contact support at support@myvault.work.
- Locked out of your account — Contact our support team by phone at (888) 602-2848 during business hours (Mon–Fri, 8am–5pm Arizona time) for identity verification and account recovery.
- MFA prompt not appearing — Clear your browser cache and cookies, then try logging in again. If the issue persists, try a different browser or device.
File Upload Issues
PDF Upload Fails in Traveler Pay Auditor
If your contract PDF won't parse in the Traveler Pay Auditor:
- Ensure the file is a valid PDF (not a scanned image without OCR text).
- Only PDF files are supported — other formats will be rejected.
- If parsing fails, enter your contract terms manually instead.
Large File Uploads
For very large files, ensure your internet connection is stable. If an upload times out, try again or contact support for an alternative upload method.
Account Access Issues
- Forgot password — Use the Forgot Password link on the login page to reset your password via email.
- Can't log in after onboarding — If you just completed onboarding, your account may still be provisioning. Wait for the welcome email, or contact support if you don't receive it within 24 hours.
- Session expired — Simply log in again. Your data is always saved securely in the vault.
Data Security Concerns
If you suspect unauthorized access to your account:
- Change your password immediately from your account settings.
- Review the per-document access logs in your vault for any unusual activity.
- Contact our support team at support@myvault.work to report the incident and request a security review.
Our infrastructure is hosted in SOC 2 Type II compliant data centers with 24/7 intrusion detection and automated anomaly response.