When something is not working.

1. Check spam and junk. A first message from an unfamiliar sender often lands there. It comes from noreply@businessops.com.au.
2. Check you are looking in the right inbox. The invite goes to the vault admin address given at checkout, which is not always the address that paid.
3. Check the spelling of the address on the Members screen if you are the admin inviting somebody. A typo produces exactly this symptom.
4. Still nothing after fifteen minutes? Email us and we will resend it and check the delivery log at our end.

Invites are valid for 5 days. After that the link stops working, which is deliberate: an invite link sitting in an inbox forever is a way in.

If you are the admin: go to Members, remove the pending invite and invite the person again.

If it was your own first invite as the vault owner: email us from that address and we will issue a fresh one.

Do not create a new account and do not keep clicking the link. Email hello@businessops.com.au from the address the invite was sent to, and say which vault it is for. We will get you set up the same business day.

Nothing is wrong with your vault and no data is at risk. Your vault is already built and waiting, it is only the way in that needs sorting out.

Only the vault admin address you gave us at checkout may create the organisation. That is deliberate: it stops anybody else on your vault setting up a parallel organisation of their own.

If the organisation needs to belong to a different person, tell us which address and we will move the permission.

This is the most common problem, and it is almost never your password. The app is asking the Bitwarden cloud instead of your vault, so your account genuinely does not exist there.

On the sign-in screen, before typing anything, open Logging in on, or Accessing in the desktop app, choose Self-hosted, and enter https://acme.vault.businessops.com.au in Server URL. Full steps are in install the apps.

Already signed in on the wrong server? Log out fully, then set the server, then sign in.

1. Open your vault address in a browser on the same device. If the web vault loads, the address is right and the problem is in the app's server setting.
2. Check for a typo, especially a missing https:// or a stray space at the end.
3. Try mobile data instead of the office wifi. If it works on mobile data, something on your network or a work firewall is blocking it, and your IT person needs to allow your vault address.
4. If the browser cannot load it either, tell us straight away with the exact address you tried.

• Is the vault locked? A locked vault cannot fill anything. Unlock it first.
• Does the item have a website address saved? Autofill matches on that. An item with no address will never offer itself. Open the item and add the sign-in URL.
• Is the site a different domain from the one you saved? Some services sign you in on a separate domain. Add that second address to the same item.
• On a phone, check autofill is still switched on in the device settings. A system update sometimes turns it off.

Devices sync when they open and periodically after that. Force it: pull down on the vault list in the phone app, or use the sync option in the browser extension settings.

If a device has been signed out for a long time, or it has been offline, give it a minute after unlocking before deciding something is wrong.

They are waiting on the third step. Adding somebody is invite, accept, then confirm, and until an owner or admin confirms them they can sign in but cannot see a single shared item.

Go to Members in the Admin Console, find the person under Needs confirmation, and confirm them after checking their fingerprint phrase. See confirming a member.

Access is granted per person, per collection. Open Members, select the person, and check which collections are ticked. Adding one takes effect immediately.

If they can see the item but not the password, they have the hide passwords permission on that collection. That is a setting, not a fault, and it is often the right one.

• If they were enrolled in account recovery, an owner or admin can reset their master password in a couple of minutes. See account recovery.
• If they were not enrolled, nobody can unlock that account, including us. The way forward is to remove it and invite them again as a new account. Email us from the vault admin address and we will do the removal.
• What survives: everything in your organisation collections. Those belong to the business, not the person.
• What does not: anything in that person's own My vault.

Then turn on account recovery so it cannot happen twice.

Use the two-step login recovery code you saved when you turned two-step login on. It signs you in and switches two-step login off so you can set it up again on the new phone.

No recovery code and no second device? For a staff member, an owner can use account recovery. For an owner with nothing set up, contact us: we can disable two-step login on a verified request from the named vault admin, and that is the only part of your account we can touch. We still cannot read or recover anything inside it.

Deliberate. Fetching a logo for every saved site means telling another server which sites your business uses. We turn that off, so you get a plain placeholder icon instead. Nothing is broken.

Also deliberate. A hint good enough to remind you is usually good enough for somebody else to guess, and hints get emailed. Your safety nets are account recovery and emergency access, which are stronger and do not leak anything.

Your vault runs the open-source Vaultwarden server and is used through the official Bitwarden apps, so some wording inside the apps still refers to them. It is the same vault, on your own instance in Australia. See the security page for exactly what runs where.

Treat it as suspicious. Do not click anything in it. Open your vault by typing the address yourself, or from your own bookmark, and see whether anything actually needs your attention.

We will never email you asking for your master password, and we could not use it if you sent it. Forward anything that looks like us but feels wrong to hello@businessops.com.au.

Nothing switches off. Stripe retries, we email you, and we will always contact you before anything is suspended. Reply to that email and we will send a secure link to update the card. See billing.

Email us from your billing address and we will action it and confirm in writing. Export your vault first, while you can still sign in: see keep your own backup copy. Once the paid period ends your instance is decommissioned, and there is no version we can hand back to you afterwards.