Is this email really from Vauz?
Our emails come from Vauz, at the address support@vauz.sealzi.com, and almost all of them name our website, vauz.sealzi.com, in the subject. But anyone can copy a name, so the safest habit is the same every time: don't press a button in an email you weren't expecting. Open your browser, type vauz.sealzi.com yourself, sign in, and see whether anything really needs you
How to tell at a glance
- Who it's from: Vauz, support@vauz.sealzi.com. Every email the website sends you comes from that one address
- The subject: almost every one names vauz.sealzi.com, like Get back into your vauz.sealzi.com account. The only ones that don't are You’re on Free in your family for now and the replies to messages you send us, all in the tables below
- The last line: every one ends with "Sent by Vauz, the account layer for vauz.sealzi.com. Replies reach an actual human — write to support@vauz.sealzi.com if something here looks wrong". "The account layer" means your account on the website — your plan, your family and your billing — as opposed to the Vauz app, which keeps your passwords
- Security notices never have a button. The emails that tell you something happened to your account — a passkey added or renamed, your account ready or deleted — have nothing to press. If one of those has a button, it isn't from us
- Most of our other emails have one button, such as
See your plan,Update your cardorSee your family. It only opens your dashboard or our sign-in page, so you never need it: type vauz.sealzi.com yourself and you can get to the same place. The exception is a link you asked for, to create your account, finish setting it up or get back in: that one only works from its button. A family invitation also gives the family's name and invite code, so you can join from your dashboard instead - We never ask for a password or a card number. The website has no password: you sign in with a passkey, and your own device asks for your fingerprint, face or PIN. A card is only ever typed into our card page, which you open from your dashboard — see Is the card page real?
- Our buttons and links only ever open vauz.sealzi.com, or start an email to support@vauz.sealzi.com. Even so, typing the address yourself is safer than checking a link
You may also see the name Sealzi: in our web address, and in the line many of our emails carry about your vault. Sealzi is the company that offers Vauz — see Who is Sealzi?
Your vault — the passwords you keep in the Vauz app — stays on your own device. The website account never sees it, and none of these emails is about it
If an email looks wrong
Step 1: Don't press anything in it
No button, no link, and no reply with your details
Step 2: Go to the website yourself
Type vauz.sealzi.com into your browser and sign in with your passkey, the way you always do
Step 3: Look for anything you didn't do
On your dashboard, the Passkeys card lists every passkey on your account, and the Plan card shows your plan. A passkey you don't recognise? See Manage your passkeys
Step 4: Still not sure? Ask us
Write to support@vauz.sealzi.com — type the address into a new email rather than pressing Reply on the one you are unsure of
Every email the website sends
About your account
| Subject | When it comes | What to do |
|---|---|---|
| Create your vauz.sealzi.com account | Someone asked to create an account with your address — hopefully you | If it was you, press Create my account within 3 days and add a passkey. If not, ignore it: no account is made unless someone opens the link and adds a passkey. See Create an account |
| You already have a vauz.sealzi.com account | Someone asked to create an account with your address, but you already have one | Sign in with your passkey as usual. Not you? Ignore it — your account stays as it is |
| Finish setting up your vauz.sealzi.com account | A link was asked for, and your account has no passkey yet | Press Add a passkey within 3 days. See Never finished signing up |
| Get back into your vauz.sealzi.com account | Someone asked for a sign-in link for your address | If it was you, press Add a new passkey within 15 minutes. Not you? Ignore it — your passkeys keep working. See Lost your passkey |
| No vauz.sealzi.com account uses this email | Someone asked for a sign-in link, but no account uses your address | Signed up with another address? Ask for the link with that one. Not you? Ignore it — nothing was made. See Email links |
| Your vauz.sealzi.com account is ready | You set up the first passkey on a new account. No button | Nothing: from now on you sign in at vauz.sealzi.com with that passkey. If you didn't set this up, someone opened a link sent to your address — write to support@vauz.sealzi.com |
| A passkey was added to your vauz.sealzi.com account | A passkey was added to an account that already had one. No button | If it was you, nothing. If not, sign in with a passkey you already had and remove the new one — see Manage your passkeys. When it was added with an emailed link, the email also lists what the new passkey can't do for 24 hours — see Safety pause |
| A passkey on your vauz.sealzi.com account was renamed | Someone signed in to your account gave a passkey a new name. No button | If it wasn't you, someone is signed in to your account. Sign in with a passkey you recognise, remove any you don't, then press Sign out everywhere — see Manage your passkeys |
| Your vauz.sealzi.com account has been deleted | Your account was deleted. No button | If you didn't delete it, email support@vauz.sealzi.com straight away. See Delete your account |
About your family
| Subject | When it comes | What to do |
|---|---|---|
| You're invited to a family on vauz.sealzi.com | A family's owner or guardian invited you. It shows the family's name and invite code | Press Join the family within 24 hours, or join by hand with the name and code. The inviter's name is one they gave themselves, so trust the person, not the name. See Join a family |
| You were removed from a family on vauz.sealzi.com | The family's owner or a guardian removed you | Nothing. Your account keeps working, and a plan you pay for yourself is untouched. A plan you had only through the family has ended. See Manage your family |
| Your family on vauz.sealzi.com was closed | The family's owner closed it | The same as being removed, above |
| You now run your family on vauz.sealzi.com | The family's owner deleted their account, and the family passed to you. It also says what that did to the family's plan, and who is on Free if there aren't enough seats. You get none of the seat emails below for that change | Nothing has to be done. You can now invite people, change the invite code, move seats, name guardians and close the family. See Leave a family, remove someone or close it |
| You have a seat on your family’s plan on vauz.sealzi.com | You now share the plan someone in your family pays for | Nothing: nothing is charged to you |
| You’re on Free in your family for now | You no longer have a seat on the family's plan: it has fewer seats than the family has people, or the owner or a guardian gave your seat to someone else | Nothing. You're still in the family. See Family seats and guardians |
| Your family on vauz.sealzi.com is on Free now | Nobody in your family pays for a plan any more | Nothing. You're still in the family, and anyone in it who gets Plus or Premium brings it to everyone |
| Some of your family is on Free on vauz.sealzi.com | Sent to a family's owner and whoever pays for its plan. It names who is on Free because there aren't enough seats | You can change who has a seat on the Family card. See Family seats and guardians |
About your plan and payments
How paying works, start to finish, is in How paying works
| Subject | When it comes | What to do |
|---|---|---|
| Your vauz.sealzi.com plan is active | You bought a plan. If a payment was taken, its receipt number is in the email | Nothing. See Choose, change or cancel your plan |
| Your vauz.sealzi.com plan was upgraded | You moved up to a bigger plan | Nothing |
| Your vauz.sealzi.com plan will change | You booked a change for when the time you paid for runs out | Nothing |
| Your vauz.sealzi.com plan will not renew | You cancelled. You keep the plan until the time you paid for runs out | Nothing |
| Your vauz.sealzi.com plan was cancelled | You cancelled a plan that had no paid time left to run, so it ended straight away | Nothing |
| Your vauz.sealzi.com plan will continue | You undid a cancellation, or a change you had booked | Nothing |
| Payment received for your vauz.sealzi.com plan | A payment went through, such as a renewal | Nothing. See your receipt opens it on your dashboard. See Receipts and tax |
| Your vauz.sealzi.com payment didn’t go through | A renewal payment failed. It lists the days your card gets another go, and you keep your plan meanwhile | To use another card, sign in and update it. See A payment did not go through |
| Last try for your vauz.sealzi.com payment on (a date) | The day before your card's last try | The same |
| Your vauz.sealzi.com plan is paused | Every try failed, so your plan is paused | Update your card on your dashboard. See A payment did not go through |
| Your vauz.sealzi.com payment went through | A payment that had failed went through after all | Nothing |
| Your vauz.sealzi.com plan is back | After a pause, your card went through and the plan is active again | Nothing |
| Your vauz.sealzi.com plan has ended | A plan you cancelled has run out | Nothing. To have it back, pick a plan on your dashboard |
| Your yearly vauz.sealzi.com plan renews on (a date) | In the 14 days before a yearly plan renews | To keep it, nothing. To change or cancel it, do it on your dashboard before that date |
| Your yearly vauz.sealzi.com payment is on (a date) | In the 14 days before the first payment of a yearly plan you chose | The same |
The emails about a change to your plan end with "Not you?": if you didn't make the change, sign in and check your plan, then write to support@vauz.sealzi.com
Emails from Helcim, the company that handles card payments for Vauz, are not in this list — see What is Helcim?
About a message you sent us
These subjects don't name vauz.sealzi.com. Each one only says your message arrived
| Subject | When it comes | What to do |
|---|---|---|
| Vauz Dashboard Contact Form, or [PRIO] Vauz Dashboard Contact Form | You sent a question with Send an inquiry on your dashboard | Nothing. Someone from the support team gets back to you as soon as they can |
| [FEEDBACK] Vauz Dashboard Feedback Form | You sent an idea or a bug with Share ideas or a bug on your dashboard | Nothing. A person will read it |
| [Automatic Response] Vauz Contact Form | Someone sent a message with the contact form on the Vauz home page and typed your address | If it was you, nothing. If not, ignore it |
The words in square brackets are labels our support team sorts by. [PRIO] means your message is marked as a priority one, because you have Plus or Premium — your own, or through your family. [FEEDBACK] means it came in through the ideas form. See Contact us from your dashboard