Help Center

Need help with ShieldFive?

Bookmark this page for onboarding tips, troubleshooting steps, and the fastest ways to reach us.

Onboarding checklist

  1. Complete the encryption onboarding to learn how passphrases work.
  2. Use strong, unique passphrases per sensitive file or folder.
  3. Store passphrases offline or in a password manager.
  4. Share download links and passphrases over separate channels.

Troubleshooting

  • Cannot decrypt files? Verify the exact passphrase, character case, and that the file wasn't renamed after encryption.
  • Uploads stuck? Keep the tab focused or switch to the dedicated encryption modal from the Files dashboard.
  • Billing questions? Visit the Billing tab inside Settings to refresh plan details or update your payment method.

Secure sharing reminders

  • Always send passphrases via a different channel than the download link (for example, link via email, passphrase via Signal/phone).
  • Set max downloads + expiration dates when creating share links to limit exposure.
  • Revoke share links from the Files dashboard once recipients confirm receipt.

Still need help?

Use the in-app chat (bottom-right), or send us a note with the form below. We respond within 24 hours.

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Hybrid vault master key

Need per-file isolation sometimes but productivity other times? Toggle the “Use my vault master key” option inside the encryption modal. The remembered key stays only on your device—clear it via the “Clear stored key” link whenever you rotate keys or move to a new machine.

Supporting teammates can instruct customers to open the modal from the Files dashboard, enter their master key, and optionally store it for the session. If the modal cannot read the stored key, ask the user to re-enter it or use the browser clear-storage controls.