Frequently Asked Questions

1. What is my User ID?
   Your User ID is the e-mail address you used to create your DOUBLEVAULT account. You will always use this e-mail address when logging into DOUBLEVAULT.
2. How do I recover my Password?
   On the login page, click on the "Forgot e-mail or password" link. Then follow the directions on the following web pages.
3. What do I do if I have forgotten the answers to some or all of my security questions?
   The security answers are not retrievable and are only set when a password is created. Call the help desk at 800-322-6090.
4. How do I remove a lock on my account?
   Your account will be locked if there are three unsuccessful login attempts in a short period of time. To unlock your account, wait for 15 minutes and then try logging in again.
5. How do I cancel my account?
   Send an e-mail to the help desk. A representative will contact you to confirm your cancellation.
6. How do I report an error?
   The application has an error reporting tool that will assist you in making a screen shot of the error and sending the information to the help desk.
7. How do I update my credit card information?
   Send an e-mail to the help desk with your contact information. A representative will contact you about updating your credit card information.
8. How do I update my account information?
   Send an e-mail to the help desk containing the information to update. A confirmation e-mail will be sent to you, when the changes are made.
9. How do I reduce the size of my DOUBLEVAULT account?
   Contact the help desk. A representative will create a backup plan that works for you.
10. How do I back up pictures from my digital camera?
    Copy the pictures from your camera to a folder on your computer. Add that folder to your backup set in the DOUBLEVAULT application.
11. How many pictures can I fit in my account?
    Since digital pictures can vary in size, the number of pictures that you can save depends on your vault size and the size of the picture files.
12. How do I backup my Accounting software (i.e. TurboTax, Quicken, Quickbooks, etc.)?
    Save your accounting software application data to a file. Do this by archiving the database used by your application. Then add this file to your DOUBLEVAULT backup set. NOTE: the accounting application cannot be accessing the file while DOUBLEVAULT is backing up or you may lose data.
13. Why is my account full when my backup set is empty?
    Your backup set does not necessarily reflect the files you have saved in DOUBLEVAULT. Once a file is saved, it is stored in DOUBLEVAULT until you remove it.
14. How do I delete a file from my DOUBLEVAULT account?
    You may view files and folders in your vault by clicking on "View Backed Up Files" in the DOUBLEVAULT application. To remove a file or folder, right click on the file or folder and select "Delete".
15. What is E-Clean and how does it work?
    E-Clean is a virus removal add-on to DOUBLEVAULT. You may purchase it at account creation or when a virus is found in a file you are backing up.
16. Can I back up files on other computers on my network?
    Yes. You must first map any network drives on your computer before adding them to your backup set.
17. How do I install the DOUBLEVAULT application?
    Before you can install the DOUBLEVAULT application, you must first download it. Once the application is downloaded to your computer, click HERE for detailed instructions.
18. How do I run the DOUBLEVAULT application on Windows Vista?
    Before you can run the DOUBLEVAULT application, you must first download and install it. Once the application is downloaded and installed to your computer, click HERE for detailed instructions on how to run the application on Windows Vista.