Troubleshooting

If you can't log into your account, try these steps:

1. Check your credentials: Ensure email and password are correct
2. Reset password: Use "Forgot Password" link
3. Clear browser cache: Clear cookies and cache
4. Try different browser: Test with Chrome, Firefox, or Safari
5. Disable extensions: Turn off ad blockers temporarily
6. Check internet connection: Ensure stable connection

If problems persist, contact our support team for assistance.

If your mail isn't appearing, check these common causes:

• Processing time: Mail takes 2-4 hours to appear
• Wrong address: Verify sender used correct address
• Account status: Ensure account is active and paid
• Mail volume: High volume may cause delays
• Holiday delays: USPS delays during holidays

If mail is missing after 24 hours, contact support with tracking information.

If scans are unclear, we can help:

• Request rescan: We'll rescan at higher resolution
• Check original: Sometimes originals are damaged
• Different format: Request PDF instead of JPEG
• Color vs B&W: Try color scanning for better clarity

Contact support to request a rescan - there's no additional charge for this service.

To fix email notification issues:

1. Check spam folder: Emails may be filtered
2. Whitelist our domain: Add @imailvault.com to safe senders
3. Update email address: Ensure correct email in account
4. Check notification settings: Verify notifications are enabled
5. Contact support: We can resend notifications

We can also send notifications via SMS if email isn't working.

Common reasons for forwarding failures:

• Invalid address: Check destination address format
• Restricted items: Some items can't be shipped internationally
• Payment issues: Ensure payment method is valid
• Package size: Oversized packages may need special handling
• Customs restrictions: Destination country restrictions

Contact support for specific error messages and resolution steps.

To fix mobile app issues:

1. Update app: Install latest version from app store
2. Restart app: Close and reopen the application
3. Restart device: Power cycle your phone/tablet
4. Check internet: Ensure stable WiFi or cellular connection
5. Clear cache: Clear app cache in device settings
6. Reinstall: Delete and reinstall the app

If issues persist, contact support with your device and app version information.

For billing and payment issues:

• Payment declined: Check card expiration and funds
• Wrong amount charged: Review invoice details
• Duplicate charges: Contact support immediately
• Refund requests: Submit through account dashboard
• Payment method update: Add new card in billing settings

Our billing team can help resolve payment issues quickly. Contact support for immediate assistance.