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Frequently Asked Questions (FAQ)

Common questions about Torvus Security

Quick answers to the most frequently asked questions about vaults, policies, security, and more.

General Questions​

What is Torvus Security?​

Torvus Security is a platform for storing sensitive documents with automated release mechanisms. It ensures your important information reaches designated recipients under conditions you define—even if you're unavailable.

Key Features:

  • End-to-end encrypted vaults
  • Automated release policies (inactivity, manual, date-based, death certificate)
  • Regular check-ins to prove activity
  • Secure recipient notifications

See What is Torvus? for detailed overview.

How does Torvus Security protect my data?​

Encryption:

  • End-to-end encryption (AES-256-GCM)
  • Data encrypted on your device before upload
  • Zero-knowledge architecture (Torvus cannot access your data)

Security:

  • SOC 2 Type II certified
  • ISO 27001 certified
  • Regular penetration testing
  • Two-factor authentication required

See Security Overview for technical details.

Can Torvus employees see my documents?​

No. Torvus uses zero-knowledge architecture.

What Torvus Can See:

  • Your email address
  • Vault metadata (name, creation date, size)
  • Recipient list
  • Check-in activity

What Torvus Cannot See:

  • Vault contents (documents)
  • File names (encrypted)
  • File contents (encrypted)
  • Your master password (hashed)

Even under legal compulsion, Torvus cannot provide your document contents because we don't have access to them.

What happens if Torvus Security goes out of business?​

Emergency Access Protocol:

  1. All users receive 90-day advance notice
  2. Export tool provided to download all vault contents
  3. Recipient contact information exported
  4. Source code for client-side decryption released (open source)

Data Deletion:

  • After 90 days, all encrypted data deleted from servers
  • You retain your exported vault contents
  • Recipients can still be contacted manually

Professional/Enterprise Plans: SLA guarantees longer notice period and dedicated migration support.

Is Torvus Security available internationally?​

Yes. Torvus Security is available worldwide.

Supported Languages:

  • English (primary)
  • Spanish
  • French
  • German
  • Japanese (Professional/Enterprise)

Data Residency (Enterprise):

  • US (default)
  • EU (GDPR compliance)
  • Custom regions available

Vaults & Documents​

How many vaults can I create?​

PlanMax Vaults
Free1
Standard5
ProfessionalUnlimited
EnterpriseUnlimited

See Create Vault for details.

What file types can I upload?​

All file types are supported.

Common Types:

  • Documents: PDF, Word, Excel, PowerPoint
  • Images: JPG, PNG, HEIC, RAW
  • Videos: MP4, MOV, AVI
  • Archives: ZIP, RAR, 7Z
  • Other: Any file type

Maximum File Size:

  • Free: 100 MB per file
  • Standard: 250 MB per file
  • Professional: 500 MB per file
  • Enterprise: 2 GB per file

See Upload Documents for details.

Can I share vaults with others before release?​

Yes. You can add "Vault Members" for real-time collaboration.

Vault Members vs Recipients:

  • Vault Members: Collaborate now (while you're active)
  • Recipients: Receive access when policies trigger (when you're unavailable)

Vault Member Permissions:

  • Viewer: Read-only access
  • Operator: View and upload documents
  • Admin: Full access (except vault deletion)

See Key Concepts for details.

How do I organize documents in a vault?​

Organization Methods:

  • Tags: Add descriptive tags to documents
  • Descriptions: Add context to each document
  • Folders: Create folder structure (Professional plan)
  • Search: Full-text search across all documents

Best Practices:

  • Use consistent tagging system
  • Add descriptions to important documents
  • Create logical folder structure

See Document Management for details.

Can I delete documents from a vault?​

Yes. You can delete documents anytime.

Deletion is Permanent:

  • Documents cannot be recovered after deletion
  • Consider downloading before deleting
  • Professional plan: Version history allows recovering previous versions

To Delete:

  1. Navigate to vault
  2. Select document
  3. Click "Delete"
  4. Confirm deletion

Recipients & Policies​

How many recipients can I add?​

PlanMax Recipients Per Vault
Free3
Standard10
ProfessionalUnlimited
EnterpriseUnlimited

See Add Recipients for details.

Do recipients have access to my vault immediately?​

No. Recipients only receive access when a release policy triggers.

Before Release:

  • Recipients have no access to vault
  • Recipients don't know vault exists (unless you told them)

After Release:

  • Recipients receive notification
  • Recipients verify identity
  • Recipients gain access based on permission level

See Key Concepts for details.

Can I have multiple policies per vault?​

PlanMax Active Policies
Free1
Standard3
ProfessionalUnlimited
EnterpriseUnlimited

Common Combinations:

  • Inactivity + Manual Release
  • Inactivity + Death Certificate
  • Date-Based + Manual Release

See Configure Policies for details.

What happens if I miss a check-in?​

Step 1: Grace Period Begins

  • 24-72 hours extra time (depending on plan)
  • Urgent reminders sent

Step 2: Complete Check-in During Grace Period

  • Check in anytime during grace period
  • Release is canceled
  • Next check-in scheduled normally

Step 3: If Grace Period Expires

  • Vault releases to designated recipients
  • Recipients receive notification
  • Recipients gain access

See Manual Check-in for details.

Can I cancel a release after it's triggered?​

During Grace Period: Yes

  • Complete check-in to cancel release

After Grace Period (Professional/Enterprise): Yes

  • Revoke recipient access manually
  • Only if recipients haven't claimed access yet

After Recipients Claim Access: Limited

  • Cannot automatically revoke access
  • Must contact recipients directly
  • Professional/Enterprise: Can disable access manually

Can I test my policies?​

Yes (Professional/Enterprise only).

Test Release Feature:

  1. Trigger test release
  2. Recipients receive test notification
  3. Recipients practice accessing vault
  4. Test access expires after 24 hours
  5. Vault returns to normal state

Best Practice: Test policies annually to ensure recipients know how to access vault.

See Configure Policies for details.

Security & Privacy​

Is two-factor authentication required?​

Yes. Two-factor authentication (2FA) is required for all accounts.

Supported 2FA Methods:

  • TOTP authenticator apps (Authy, Google Authenticator)
  • SMS (text message codes)
  • Hardware keys (YubiKey, Titan) - Professional/Enterprise

When 2FA is Required:

  • Login
  • Manual emergency release
  • Changing security settings
  • Adding/removing recipients

What happens if I lose my 2FA device?​

Recovery Options:

Option 1: Backup Codes

  • Use backup codes generated during 2FA setup
  • Each code is single-use
  • Store backup codes securely (not in Torvus vault!)

Option 2: Account Recovery

  • Contact Torvus support
  • Provide identity verification
  • Support initiates account recovery process
  • Recovery takes 3-7 business days (security measure)

Best Practice: Store backup codes in multiple secure locations.

What if I forget my password?​

Password Reset:

  1. Click "Forgot Password" on login page
  2. Receive password reset email
  3. Create new password
  4. Re-authenticate with 2FA

Important: Password reset does NOT bypass 2FA. You still need access to your 2FA device.

If You Lose Both Password and 2FA:

  • Account recovery required
  • Contact support
  • Identity verification required
  • Recovery takes 3-7 business days

Can Torvus be compelled to hand over my data?​

What Can Be Provided:

  • Account metadata (email, creation date)
  • Encrypted vault data (cannot be decrypted)
  • Recipient list
  • Check-in activity logs

What Cannot Be Provided:

  • Decrypted vault contents (zero-knowledge architecture)
  • Your password (hashed, cannot be reversed)
  • Encryption keys (stored only on your device)

Transparency: Torvus publishes annual transparency report detailing government requests.

Is Torvus GDPR compliant?​

Yes. Torvus is fully GDPR compliant.

Your Rights:

  • Right to Access: Export all your data anytime
  • Right to Erasure: Delete your account and all data
  • Right to Portability: Download data in standard formats
  • Right to Rectification: Update your information anytime

Data Residency (Enterprise):

  • EU data centers available
  • Data never leaves EU

What certifications does Torvus have?​

Security Certifications:

  • ✅ SOC 2 Type II
  • ✅ ISO 27001
  • ✅ GDPR Compliant
  • ✅ CCPA Compliant
  • ✅ HIPAA Compliant (Enterprise)

Audits:

  • Annual penetration testing
  • Quarterly vulnerability assessments
  • Regular code security reviews

See Security Overview for details.

Billing & Plans​

What plans are available?​

PlanPriceVaultsStorageRecipients
Free$015 GB3
Standard$9.99/mo525 GB per vault10
Professional$24.99/moUnlimited100 GB per vaultUnlimited
EnterpriseCustomUnlimitedCustomUnlimited

See Pricing for full details.

Can I upgrade or downgrade my plan?​

Yes.

Upgrade:

  • Instant upgrade
  • Prorated billing
  • Immediately access new features

Downgrade:

  • Takes effect at end of billing cycle
  • If exceeding new plan limits, must reduce usage first
  • No refunds for remaining time on current plan

To Change Plan:

  1. Navigate to Settings → Subscription
  2. Select new plan
  3. Confirm changes

What happens if I cancel my subscription?​

Immediate Actions:

  • Active policies continue (vault protection maintained)
  • Check-ins continue
  • Recipients can still access released vaults

After 90 Days:

  • Downgraded to Free plan
  • Must reduce to 1 vault (choose which to keep)
  • Storage reduced to 5 GB (must delete excess documents)
  • Recipients reduced to 3 per vault

Data Deletion:

  • You choose which vaults to keep
  • Other vaults archived for 30 days (can be restored)
  • After 30 days, archived vaults permanently deleted

Do recipients need a paid account?​

No. Recipients do not need Torvus accounts or paid subscriptions.

Recipient Access:

  • Completely free for recipients
  • No account required until vault is released
  • When released, recipients create free account to access vault

How do I enable add-on features?​

Add-on features (Journalist Mode, Digital Legacy, Crypto Assets, Document Signing) must be enabled before use.

How to Enable:

  1. Navigate to Settings → Add-On Features
  2. Find the feature card you want to enable
  3. Toggle the switch to ON
  4. Complete the onboarding wizard (if prompted)

After Enabling:

  • Feature navigation item appears in sidebar immediately (no refresh needed)
  • You can access the feature through the navigation
  • All feature-specific functionality becomes available

Disabling Features:

  • Toggle the switch to OFF in Settings → Add-On Features
  • Your data is not deleted, but feature becomes inaccessible
  • Re-enable anytime to restore access

See Journalist Mode and Digital Legacy for detailed guides.

Why isn't my feature appearing in navigation?​

If you've enabled a feature but don't see it in the sidebar:

Quick Fixes:

  1. Wait 2-3 seconds after enabling (may take a moment)
  2. Refresh the page (Cmd+R or Ctrl+R)
  3. Hard refresh (Cmd+Shift+R or Ctrl+Shift+F5)
  4. Log out and back in

Verify Feature is Enabled:

  • Go to Settings → Add-On Features
  • Check that the toggle is ON (blue/green)
  • If OFF, toggle it on again

Still Not Appearing?

  • Clear browser cache completely
  • Try a different browser (Chrome or Firefox recommended)
  • Contact support with your account email and feature name

What does "Feature not enabled" error mean?​

This error appears when:

  • You try to access a feature that's not enabled in your account
  • You accessed a feature URL directly without enabling it first
  • Feature was disabled after you started using it

How to Fix:

  1. Go to Settings → Add-On Features
  2. Find the feature you're trying to use
  3. Toggle it ON
  4. Use the sidebar navigation (not direct URL) to access the feature

After Enabling:

  • Feature should work immediately
  • Navigation item will appear in sidebar
  • All feature pages will be accessible

Why do I get "Failed to enable feature" error?​

Common causes:

1. Rate Limiting ("Too many requests"):

  • You've tried enabling/disabling too many times quickly
  • Wait 60 seconds and try again
  • Don't repeatedly click the toggle

2. Connection Issues:

  • Check your internet connection
  • Disable VPN temporarily
  • Try again

3. Browser Problems:

  • Clear browser cache
  • Disable ad blockers and extensions
  • Try incognito/private mode
  • Use Chrome or Firefox

4. Plan Restrictions:

  • Feature may not be available on your plan
  • Check Settings → Subscription
  • Upgrade plan if needed

If the error persists after trying these solutions, contact support with the exact error message.

Technical Questions​

What browsers are supported?​

Fully Supported:

  • Chrome (latest 2 versions)
  • Firefox (latest 2 versions)
  • Safari (latest 2 versions)
  • Edge (latest 2 versions)

Partial Support:

  • Internet Explorer 11 (basic features only, not recommended)

Mobile Browsers:

  • Safari (iOS)
  • Chrome (Android)

Recommendation: Use Chrome or Firefox for best experience.

Is there a mobile app?​

Yes.

iOS App:

  • Available on App Store
  • Requires iOS 14 or later
  • Face ID / Touch ID support

Android App:

  • Available on Google Play
  • Requires Android 8 or later
  • Fingerprint authentication support

Features:

  • View and upload documents
  • Complete check-ins
  • Receive push notifications
  • Offline mode

Does Torvus work offline?​

Mobile App:

  • View recently accessed documents offline
  • Upload documents (queued until online)
  • Complete check-ins (synced when online)

Web Interface:

  • Requires internet connection
  • No offline mode

Can I use Torvus API?​

Yes (Professional/Enterprise plans).

API Use Cases:

  • Automated document uploads
  • Automated check-ins
  • Programmatic vault management
  • Integration with existing systems

API Documentation: API Reference

API Rate Limits:

  • Professional: 1,000 requests/hour
  • Enterprise: 10,000 requests/hour (or custom)

Can I integrate Torvus with other services?​

Yes (Professional/Enterprise).

Supported Integrations:

  • Zapier (workflow automation)
  • IFTTT (conditional automation)
  • Webhooks (custom integrations)
  • API (full programmatic access)

Common Integrations:

  • Dropbox/Google Drive (document sync)
  • Slack (notifications)
  • PagerDuty (check-in heartbeat)
  • GitHub (automated check-ins on commits)

Use Case Questions​

Can I use Torvus for business continuity?​

Yes. Torvus is designed for business continuity.

Business Use Cases:

  • Critical password storage (admin credentials)
  • Vendor contact information
  • Legal documents
  • Incident response procedures
  • Source code recovery keys

Recommended Configuration:

  • Inactivity policy (weekly check-ins)
  • Manual release (emergency access)
  • Multiple recipients (partner, CTO, COO)

Can I use Torvus for cryptocurrency inheritance?​

Yes. Torvus is commonly used for cryptocurrency inheritance.

Cryptocurrency Use Cases:

  • Seed phrases (12-24 word recovery phrases)
  • Private keys
  • Hardware wallet PINs
  • Exchange credentials
  • Instructions for heirs

Recommended Configuration:

  • Death certificate verification policy
  • Multiple recipients (heir + crypto-savvy friend + attorney)
  • Clear instructions in vault description
  • Test release to ensure heirs can access

Important: Never store seed phrases in plaintext without encryption vault.

Can journalists use Torvus to protect sources?​

Yes. Torvus offers "Journalist Mode" (Professional/Enterprise).

Journalist Features:

  • High-frequency check-ins (daily, hourly)
  • Short grace periods (1-6 hours)
  • Anonymous recipient options
  • Dead man's switch functionality
  • Source protection features

Use Cases:

  • Protect source materials if detained
  • Ensure investigation continues if compromised
  • Dead man's switch for sensitive disclosures

Recommended Configuration:

  • Inactivity policy (daily check-ins)
  • Manual release (immediate threat)
  • Multiple recipients (editor, colleague, attorney)

Can I use Torvus for estate planning?​

Yes. Torvus is ideal for estate planning.

Estate Planning Use Cases:

  • Will and testament
  • Life insurance policies
  • Account information (banks, investments)
  • Property deeds
  • Digital asset inventory

Recommended Configuration:

  • Death certificate verification policy
  • Multiple recipients (executor, spouse, attorney, children)
  • Clear descriptions of each document
  • Instructions for recipients

See Use Cases for detailed examples.

Troubleshooting​

I'm not receiving check-in reminders​

Possible Causes:

  • Emails in spam folder
  • Email address incorrect
  • Notification settings disabled

Solutions:

  1. Check spam folder
  2. Whitelist @torvussecurity.com emails
  3. Verify email address in profile
  4. Check notification settings in policy
  5. Enable SMS or push notifications as backup

See Manual Check-in for details.

My recipient didn't receive release notification​

Possible Causes:

  • Recipient email incorrect
  • Notification in spam folder
  • Email provider blocking Torvus emails

Solutions:

  1. Verify recipient email is correct
  2. Ask recipient to check spam folder
  3. Resend notification (click "Resend" in recipient list)
  4. Update to different email address if needed

Upload failed or stuck​

Possible Causes:

  • File too large for plan
  • Storage quota exceeded
  • Network connectivity issue

Solutions:

  1. Check file size (Free: 100MB, Standard: 250MB, Professional: 500MB)
  2. Check storage usage (Settings → Storage)
  3. Verify internet connection
  4. Try different browser
  5. Compress large files before upload

See Upload Documents for details.

Can't log in to account​

Possible Causes:

  • Incorrect password
  • 2FA device unavailable
  • Account locked (too many failed attempts)

Solutions:

  1. Use "Forgot Password" to reset
  2. Use backup codes if 2FA device unavailable
  3. Wait 30 minutes if account locked
  4. Contact support for account recovery

Still Have Questions?​

Resources:

Support Response Time:

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

Last Updated: October 7, 2025