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Common Issues & Solutions

Quick solutions to frequently encountered problems

Troubleshooting guide for common issues with Torvus Security, organized by category with step-by-step solutions.

Account & Authentication​

Cannot Log In​

Symptoms: Login fails with "Invalid credentials" error

Common Causes:

  • Incorrect password
  • 2FA code incorrect or expired
  • Account locked (too many failed attempts)
  • Email not verified

Solutions:

  1. Reset Password:

    • Click "Forgot Password"
    • Check email for reset link
    • Create new password

  2. 2FA Issues:

    • Ensure system time correct on device
    • Try using backup code instead
    • If lost 2FA device, contact support for account recovery

  3. Account Locked:

    • Wait 30 minutes
    • Try again
    • Contact support if still locked

  4. Email Not Verified:

    • Check spam folder for verification email
    • Click "Resend Verification Email"

2FA Not Working​

Symptoms: 6-digit code rejected

Solutions:

  1. Time Synchronization:

    • Verify device time is correct
    • Enable automatic time sync
    • Try again with new code

  2. Wrong 2FA Method:

    • Ensure using correct 2FA app (not different account)
    • Try SMS code instead
    • Use backup code if available

  3. Code Expired:

    • Wait for new code (codes refresh every 30 seconds)
    • Don't reuse old codes

Vaults​

Cannot Create Vault​

Symptoms: "Create Vault" button grayed out or error on creation

Common Causes:

  • Plan vault limit reached
  • Account not fully activated
  • Payment issue

Solutions:

  1. Check Vault Limit:

    • Navigate to Settings → Subscription
    • View current vault count vs. plan limit
    • Delete unused vaults or upgrade plan

  2. Verify Account Status:

    • Check email verification complete
    • Verify payment method valid (if paid plan)

  3. Browser Issues:

    • Clear browser cache
    • Try different browser
    • Disable extensions

Vault Not Appearing​

Symptoms: Created vault doesn't show in list

Solutions:

  1. Check Filters:

    • Clear all search filters
    • Select "All Vaults" view
    • Sort by "Recently Created"

  2. Refresh Page:

    • Hard refresh (Ctrl+F5 or Cmd+Shift+R)
    • Log out and back in

  3. Verify Creation:

    • Check email for vault creation confirmation
    • Vault may not have been created successfully - try again

Documents​

Upload Fails​

Symptoms: Upload stalls, fails, or shows error

Common Causes:

  • File too large for plan
  • Storage quota exceeded
  • Network issues
  • Browser incompatibility

Solutions:

  1. Check File Size:

    • Free: Max 100 MB per file
    • Standard: Max 250 MB
    • Professional: Max 500 MB
    • Compress large files or upgrade plan

  2. Check Storage:

    • Navigate to Vault Settings → Storage
    • View storage used vs. limit
    • Delete unnecessary files or upgrade

  3. Network Issues:

    • Check internet connection
    • Disable VPN temporarily
    • Try wired connection instead of WiFi

  4. Browser Issues:

    • Try different browser (Chrome, Firefox recommended)
    • Disable ad blockers
    • Clear browser cache

Cannot Download Document​

Symptoms: Download button doesn't work or download corrupted

Solutions:

  1. Browser Issues:

    • Allow pop-ups for torvussecurity.com
    • Check download location has space
    • Try different browser

  2. Verify Permissions:

    • Ensure you have download permission
    • Contact vault owner if member

  3. File Integrity:

    • Document may be corrupted
    • Try downloading again
    • Contact support with document ID if persists

Document Not Visible​

Symptoms: Uploaded document doesn't appear

Solutions:

  1. Check Upload Completed:

    • Look for upload confirmation message
    • Refresh page
    • Upload may have failed - try again

  2. Check Filters:

    • Clear search terms
    • Remove tag filters
    • Check all folders (if using folders)

  3. Verify Permissions:

    • If vault member, check you have view permission
    • Contact vault owner

Recipients​

Recipient Not Receiving Notifications​

Symptoms: Recipient reports no notification received

Common Causes:

  • Email address incorrect
  • Notifications in spam folder
  • Email provider blocking

Solutions:

  1. Verify Email Address:

    • Navigate to Recipients tab
    • Check email address for typos
    • Update if incorrect

  2. Check Spam Folder:

    • Ask recipient to check spam/junk folder
    • Add torvussecurity.com to safe senders
    • Whitelist @torvussecurity.com domain

  3. Resend Notification:

    • Navigate to Recipients tab
    • Click recipient name
    • Click "Resend Notification"

  4. Try Different Email:

    • Update recipient email to different address
    • Test with personal email (not work email - may be blocked)

Cannot Add Recipient​

Symptoms: Error when adding recipient or button grayed out

Solutions:

  1. Check Plan Limit:

    • Free: 3 recipients
    • Standard: 10 recipients
    • Professional/Enterprise: Unlimited
    • Upgrade plan if limit reached

  2. Check Email:

    • Verify email address valid
    • Ensure recipient not already added
    • Try different email format

  3. Browser Issues:

    • Refresh page
    • Log out and back in
    • Try different browser

Policies​

Policy Not Triggering​

Symptoms: Policy conditions met but vault not released

Solutions:

  1. Check Policy Status:

    • Navigate to Policies tab
    • Verify policy is "Active" (not paused)
    • Check policy configuration correct

  2. Check Grace Period:

    • For inactivity policies, grace period must expire
    • Complete check-in during grace period cancels release

  3. Verify Recipients:

    • Ensure recipients added to policy
    • Check recipients have valid email addresses

  4. Contact Support:

    • If policy should have triggered but didn't
    • Provide policy ID and vault ID

Cannot Complete Check-in​

Symptoms: Check-in fails or button doesn't work

Solutions:

  1. Check Policy Active:

    • Policy must be active (not paused or deleted)
    • Navigate to Policies tab to verify

  2. Check-in Link Expired:

    • Email check-in links expire after 7 days
    • Log in to web interface and check in manually

  3. Browser/App Issues:

    • Try different check-in method (email, SMS, app, web)
    • Clear browser cache
    • Update mobile app

  4. Already Checked In:

    • Verify you haven't already completed check-in
    • Check Policies tab for next check-in date

Check-ins​

Missed Check-in​

Symptoms: Grace period started, urgent notifications received

Immediate Action:

  1. Complete Check-in NOW:

    • Use any available method (email link, SMS, app, web)
    • Opens browser or app
    • Click "Complete Check-in"
    • Release is canceled

  2. Verify Completion:

    • Check for confirmation message
    • Verify next check-in scheduled
    • Check grace period ended

Prevention:

  1. Set Calendar Reminders:

    • Add check-in due date to calendar
    • Set reminder 3-5 days before

  2. Enable Multiple Methods:

    • Email + mobile app + SMS
    • Ensures you receive reminders

  3. Check In Early:

    • Complete check-in when first reminded
    • Don't wait until due date

Check-in Reminders Not Received​

Symptoms: No reminders before check-in due

Solutions:

  1. Check Notification Settings:

    • Navigate to Vault Settings → Notifications
    • Verify check-in reminders enabled
    • Verify email address correct

  2. Check Spam Folder:

    • Reminders may be filtered as spam
    • Whitelist torvussecurity.com

  3. Verify Policy Active:

    • Paused policies don't send reminders
    • Check Policies tab for status

  4. Test Notifications:

    • Settings → Notifications → Send Test
    • Verify test notification received

Add-On Features​

Feature Not Appearing in Navigation​

Symptoms: Enabled Journalist Mode or Digital Legacy but navigation item doesn't appear in sidebar

Common Causes:

  • Browser cache issue
  • Session not refreshed
  • Feature still processing

Solutions:

  1. Wait a Moment:

    • Navigation should appear within 2-3 seconds after enabling
    • If not, refresh the page (Cmd+R or Ctrl+R)

  2. Check Feature Status:

    • Navigate to Settings → Add-On Features
    • Verify feature toggle is ON (blue/green)
    • If OFF, toggle it on again

  3. Clear Browser Cache:

    • Hard refresh page (Cmd+Shift+R or Ctrl+Shift+F5)
    • Or clear browser cache completely
    • Log out and back in

  4. Contact Support (if issue persists):

    • Provide your account email
    • Specify which feature (Journalist Mode, Digital Legacy, etc.)
    • We can manually verify your feature access

Cannot Enable Feature​

Symptoms: Error message when trying to enable feature, or toggle switches back to OFF

Common Error Messages:

  • "Failed to enable feature. Please try again."
  • "Too many requests. Please try again in X seconds."
  • "Feature not available on your plan."

Solutions:

  1. Rate Limit Error ("Too many requests"):

    • Wait the specified time (usually 60 seconds)
    • Don't repeatedly click the toggle
    • Try again after waiting

  2. Generic Error ("Failed to enable feature"):

    • Check your internet connection
    • Refresh the page and try again
    • Clear browser cache
    • Try different browser

  3. Plan Limitation:

    • Verify your subscription plan includes this feature
    • Navigate to Settings → Subscription to check
    • Upgrade plan if necessary

  4. Browser Issues:

    • Disable browser extensions (especially ad blockers)
    • Try incognito/private mode
    • Use Chrome or Firefox (recommended browsers)

"Feature Not Enabled" Error​

Symptoms: Trying to access feature pages shows error: "This feature is not enabled for your account"

Why This Happens:

  • Feature was disabled in Settings
  • You accessed feature URL directly without enabling it first
  • Feature was disabled while you were using it

Solutions:

  1. Enable the Feature:

    • Navigate to Settings → Add-On Features
    • Find the feature card (Journalist Mode, Digital Legacy, etc.)
    • Toggle the switch to ON
    • Complete onboarding wizard

  2. Verify Access:

    • After enabling, navigation item should appear in sidebar
    • Use navigation item to access feature (don't use direct URL)

  3. Feature Disabled Mid-Session:

    • If feature was disabled while you were using it
    • You'll see this error when trying to perform actions
    • Re-enable the feature to restore access

Feature Navigation Disappeared​

Symptoms: Was using feature successfully, now navigation item vanished

Common Causes:

  • Feature was accidentally disabled
  • Session expired
  • Account change or plan downgrade

Solutions:

  1. Check Feature Status:

    • Navigate to Settings → Add-On Features
    • Verify feature toggle is still ON
    • If OFF, someone disabled it - toggle back on

  2. Refresh Session:

    • Log out and log back in
    • This refreshes your account permissions

  3. Verify Subscription:

    • Check Settings → Subscription
    • Ensure subscription is active
    • Verify plan includes this feature

Payment & Billing​

Payment Declined​

Symptoms: Subscription payment fails, account downgraded

Solutions:

  1. Update Payment Method:

    • Navigate to Settings → Billing
    • Update credit card information
    • Retry payment

  2. Verify Card Details:

    • Check expiration date
    • Verify billing address
    • Ensure sufficient funds

  3. Contact Bank:

    • Card may be blocked for fraud protection
    • Authorize charge with bank

  4. Try Different Payment Method:

    • Use different credit card
    • Try PayPal (if available)

Cannot Upgrade Plan​

Symptoms: Upgrade button doesn't work or payment fails

Solutions:

  1. Clear Browser Data:

    • Clear cache and cookies
    • Try in incognito/private mode

  2. Try Different Browser:

    • Chrome or Firefox recommended
    • Disable ad blockers

  3. Contact Support:

Mobile App​

App Won't Install​

Symptoms: Cannot download or install mobile app

Solutions:

  1. Check Device Compatibility:

    • iOS: Requires iOS 14 or later
    • Android: Requires Android 8 or later
    • Update operating system if needed

  2. Check Storage Space:

    • Free up device storage
    • App requires ~50 MB

  3. App Store Issues:

    • Sign out and back in to App Store/Play Store
    • Try different WiFi network
    • Restart device

App Won't Sync​

Symptoms: Documents or check-ins not syncing

Solutions:

  1. Check Internet Connection:

    • Verify connected to WiFi or cellular
    • Try different network

  2. Force Sync:

    • Pull down to refresh (swipe down gesture)
    • Log out and back in
    • Reinstall app

  3. Check App Permissions:

    • Settings → Apps → Torvus → Permissions
    • Enable all required permissions

Biometric Authentication Not Working​

Symptoms: Face ID/Touch ID/Fingerprint fails

Solutions:

  1. Check Device Settings:

    • Verify biometric authentication enabled in device settings
    • Re-register biometric data if needed

  2. Torvus App Settings:

    • App Settings → Security → Biometric Authentication
    • Disable and re-enable
    • May need to log in with password first

  3. Fallback to Password:

    • Use password if biometric continues to fail
    • Re-register biometric after successful login

Performance Issues​

Slow Loading​

Symptoms: Pages load slowly, interface laggy

Solutions:

  1. Check Internet Speed:

    • Test internet connection speed
    • Try different network if slow

  2. Browser Optimization:

    • Close unnecessary tabs
    • Clear browser cache
    • Disable resource-heavy extensions

  3. Large Vaults:

    • Vaults with 1000+ documents may load slowly
    • Use search/filters instead of viewing all
    • Archive old documents

Browser Crashes​

Symptoms: Browser crashes or freezes when using Torvus

Solutions:

  1. Update Browser:

    • Ensure latest version installed
    • Chrome, Firefox, Safari recommended

  2. Disable Extensions:

    • Disable ad blockers temporarily
    • Disable other extensions one-by-one

  3. Reduce Memory Usage:

    • Close other tabs and applications
    • Restart browser

Security Concerns​

Suspicious Activity Alert​

Symptoms: Email about unrecognized login or unusual activity

Immediate Actions:

  1. Verify Activity:

    • Log in to Torvus
    • Navigate to Settings → Security → Activity Log
    • Check for unrecognized logins

  2. If Unauthorized Activity:

    • Change password immediately
    • Revoke all sessions (Settings → Security → Active Sessions → Revoke All)
    • Enable 2FA if not already enabled
    • Contact support immediately

  3. Review Recipients:

    • Check Recipients list for unauthorized additions
    • Remove any suspicious recipients

  4. Check Policies:

    • Verify no unauthorized policy changes
    • Pause policies if concerned

Lost 2FA Device​

Symptoms: Cannot access account, lost phone/authenticator

Solutions:

  1. Use Backup Codes:

    • Enter one of your saved backup codes
    • Each code single-use
    • Generate new backup codes after login

  2. Contact Support for Recovery:

    • Email security@torvussecurity.com
    • Provide: account email, last successful login date, recent activity
    • Identity verification required
    • Recovery takes 3-7 business days (security measure)

  3. Prevention:

    • Save backup codes in multiple secure locations
    • Use authenticator app that supports cloud backup (Authy)
    • Register multiple 2FA methods if plan allows

Getting Help​

When to Contact Support​

Contact support@torvussecurity.com for:

  • Account recovery (lost 2FA device)
  • Payment/billing issues
  • Technical problems persisting after troubleshooting
  • Security concerns
  • Feature requests
  • Bug reports

Include in Support Request:

  • Account email
  • Detailed problem description
  • Steps you've tried
  • Screenshots (if applicable)
  • Browser/device information
  • Error messages (exact text)

Response Times​

  • Free Plan: 24-48 hours
  • Standard Plan: 12-24 hours
  • Professional Plan: 2-4 hours
  • Enterprise Plan: 1 hour (or SLA-defined)

Additional Resources​

Last Updated: October 7, 2025