Contact Support
Get help from the Torvus Security support team.
Support Channels​
Email Support​
General Support: support@torvussecurity.com
- Response Time: Within 24 hours (business days)
- Best For: Account issues, billing, general questions
Technical Support: tech@torvussecurity.com
- Response Time: Within 12 hours (business days)
- Best For: API issues, integration help, technical problems
Security Issues: security@torvussecurity.com
- Response Time: Within 1 hour (24/7)
- Best For: Security incidents, suspicious activity, vulnerabilities
Billing Support: billing@torvussecurity.com
- Response Time: Within 24 hours (business days)
- Best For: Subscription, payments, invoices, refunds
Live Chat (Pro & Above)​
Available for Pro, Business, and Enterprise customers:
- Hours: Monday-Friday, 9 AM - 5 PM PST
- Access: Click chat icon in bottom-right corner
- Response: Immediate during business hours
Phone Support (Enterprise Only)​
Available for Enterprise customers:
- Phone: 1-800-XXX-XXXX
- Hours: Monday-Friday, 9 AM - 5 PM PST
- Emergency: 24/7 emergency hotline for critical issues
Response Times by Plan​
| Plan | Email Response | Live Chat | Phone | Priority |
|---|---|---|---|---|
| Free | 48 hours | L | L | Low |
| Pro | 24 hours | L | Medium | |
| Business | 12 hours | L | High | |
| Enterprise | 4 hours | Critical |
Business Days: Monday-Friday, excluding US holidays
Before Contacting Support​
Check Documentation​
Save time by checking our documentation first:
=� User Guide: Step-by-step guides for all features S FAQ: Common questions and answers =' Troubleshooting: Fix common problems = API Docs: For developers
Check System Status​
Is the service down or is it just you?
=� Status Page: Real-time system status
- Current incidents
- Scheduled maintenance
- Historical uptime
What to Include in Your Request​
Help us help you faster by including:
Account Information​
- Email address associated with account
- Username (if applicable)
- Account ID (Settings � Account)
Problem Description​
- What you were trying to do
- What happened instead
- Error messages (exact text or screenshot)
- Steps to reproduce the issue
Technical Details​
- Browser and version (Chrome 120, Safari 17, etc.)
- Operating system (Windows 11, macOS 14, etc.)
- Device type (Desktop, mobile, tablet)
- Time the issue occurred (include timezone)
Screenshots/Videos​
- Screenshots of error messages
- Screen recordings of the problem
- Console logs (for technical issues)
Example Good Support Request:
Subject: Cannot upload document to vault
Account: john.doe@example.com
Vault ID: vault_abc123xyz
Issue: When I try to upload a PDF to my vault, I get error:
"Upload failed: File size exceeds limit"
But the file is only 5MB, which should be under the 100MB limit.
Browser: Chrome 120.0.6099.109
OS: macOS 14.1
Time: Oct 8, 2025 at 2:30 PM PST
Screenshot attached.
Common Issues - Quick Solutions​
Cannot Log In​
Solution:
- Verify email address is correct
- Try "Forgot Password" to reset
- Clear browser cache and cookies
- Try incognito/private browsing mode
- Check if MFA codes are correct (time-synchronized)
Still stuck? Email support@torvussecurity.com
Forgot Password​
- Go to app.torvussecurity.com
- Click "Forgot Password"
- Enter your email address
- Check email for reset link (check spam folder)
- Click link and create new password
No email received? Check spam folder or contact support@torvussecurity.com
Lost MFA Device​
If you have backup codes:
- Log in with username/password
- When prompted for MFA, click "Use backup code"
- Enter one of your backup codes
- Go to Settings � Security � reset MFA
If you don't have backup codes:
- Contact support@torvussecurity.com
- Provide government-issued ID for verification
- We'll reset MFA within 24 hours after verification
Cannot Upload Documents​
Common causes:
- File too large (max 100MB per file)
- Unsupported file type
- Storage quota exceeded (Free plan: 1GB)
- Network connection issue
Solutions:
- Check file size (compress if needed)
- Verify file format is supported
- Check storage usage (Settings � Usage)
- Try different network/VPN
Billing Issues​
Charge not recognized:
- Check if subscription renewed automatically
- Verify charge is from "Torvus Security" or "TORVUS"
- Check billing@torvussecurity.com for invoice
Want to cancel:
- Settings � Billing � Cancel Subscription
- Takes effect at end of current billing period
- No partial refunds for monthly plans
Update payment method:
- Settings � Billing � Payment Method � Update
Emergency Support​
Security Incidents​
If you suspect unauthorized access to your account:
- Immediately: Change your password
- Email: security@torvussecurity.com
- Include:
- Suspicious activity description
- Time of suspected breach
- Any unusual emails or notifications received
Response: Within 1 hour (24/7)
Critical Service Issues​
If the service is completely down:
- Check status page: status.torvussecurity.com
- If no incident reported: Email support@torvussecurity.com
- Enterprise customers: Call emergency hotline
Support for Developers​
API Support​
Documentation: API Reference
Technical Questions:
- Email: tech@torvussecurity.com
- Include: API endpoint, request/response, error message
Rate Limit Issues:
- Check response headers (
X-RateLimit-Remaining) - Upgrade plan for higher limits
- Contact sales@torvussecurity.com for custom limits
Integration Help​
Need integration assistance?
- Email tech@torvussecurity.com
- Business/Enterprise: Dedicated integration support
- Include: Tech stack, use case, specific questions
Feedback & Suggestions​
Product Feedback​
We love hearing your ideas!
Feature Requests: Submit Feature Request Product Feedback: feedback@torvussecurity.com
Documentation Feedback​
Found an error in our docs? Help us improve!
Email: docs@torvussecurity.com Include:
- Page URL
- Issue description
- Suggested correction (if applicable)
Business Inquiries​
Sales​
Interested in Business or Enterprise plan?
Email: sales@torvussecurity.com Phone: 1-800-XXX-XXXX Schedule Call: calendly.com/torvus-sales
Partnerships​
Interested in partnering?
Email: partnerships@torvussecurity.com
Partnership Opportunities:
- Reseller programs
- Technology integrations
- Referral partnerships
Press & Media​
Email: press@torvussecurity.com
Legal & Compliance​
Legal Questions: legal@torvussecurity.com Privacy Questions: privacy@torvussecurity.com Compliance: compliance@torvussecurity.com DMCA Takedowns: dmca@torvussecurity.com
Office Hours​
Pacific Standard Time (PST):
- Monday-Friday: 9 AM - 5 PM
- Saturday-Sunday: Closed
- US Holidays: Closed
Emergency Support: 24/7 for security incidents and Enterprise customers
Mailing Address​
Torvus Security [Street Address] [City, State ZIP] United States
Last Updated: October 8, 2025