Security Questions

What security features come with my EZShield Vault account?

EZShield Vault accounts are secured using state-of-the-art networks, firewalls, encryption technology, individualized passwords and timed log-offs, as well as multi-layered authentication and backup systems.

How can I be confident that my secure documents are safe with EZShield?

EZShield software and systems are all hosted and operated within an SAS 70 Type II compliant environment, giving you the assurance that our data center has been independently and objectively verified based on the industry’s best security standards. Your personal information is encrypted and secured with the same data storage technologies used to digitally archive the sensitive documents of major corporations and governments across the world.

How does Vault secure my information?

1. Each account is given a unique password
2. An extra layer of user verification for security can be applied to any documents you choose
3. All your files are encrypted as soon as they enter your Vault
4. Your information is given the same level of security as top secret government documents
5. Vault is monitored 24/7 by the EZShield Fraud and Security system

If I choose to end my subscription with EZShield Vault, what does Vault do with my profile and data files?

If you cancel your Vault services, you can be confident that the security of your information will never be compromised. All of your files will be destroyed—guaranteed.

How does my Vault work?

What can I store in my EZShield Vault?

Your Vault is designed to safely store every type of electronic file (such as, but not limited to .doc, .pdf, .jpg, .xls, .ppt).  When you upload files, Vault scans every file if there is a pontential virus or a harmful program.  In this case Vault will automatically delete the harmful file.  As your online data archive, the Vault is intended to safely store—and backup—important or valuable documents and should not replace your primary storage tools (computers, in-home safe or a file cabinet for hard paper copies).  Never throw our your origional documents. 

How do I put my documents into my EZShield Vault?

All of the files you upload and store in your vault must be in an “electronic format.” That is, they must be file types that you would otherwise store on your computer. If you have paper documents that you want to store in your Vault, you will need to scan them first before you upload them. This is a good practice to have because when you scan a document such as a birth certificate, you are creating two backups of your paper document—one for your computer and one for your Vault.

How can I access my Vault?

You can login to your Vault account from any computer, whether personal or shared, that offers Internet access. It is recommended, though, that you take great care when you access your vault from a public or shared computer as your data may automatically be copied to the cache memory of the browser installed on that machine. For additional security, it is recommended that you delete any files you may download and view on a public computer and empty the trash files. You should also clear the cache from that browser, which is usually done via the preferences menu.

What if I only have access to a shared or public computer?

You can still access your vault safely if you are sure to clear your cache or temporary folders.

PC Users: Instructions for clearing cache in Internet Explorer 7.0:

1. Go to the menu bar and choose Tools
2. From the Tools menu, select Internet Options
3. Go to the Temporary Internet Files section
4. Click on Delete Files
5. Click on Delete Cookies
6. In the History section, click on Clear History

MAC users: Instructions for clearing your cache or temporary folders using Safari:

1. Under the Safari menu choose Empty Cache
2. Click Empty

How do I put files in my Vault?

Once I upload a file to my Vault, should I delete the originals from my computer?

The Vault is your secure backup solution, allowing you to store copies of your valuable documents in a safe, remote location, access to you anywhere you have an Internet connection. You should always retain your original copies, files and documents. PLEASE BE ADVISED that an electronic document does not always meet legal requirements (unlike signed originals), especially in the case of wills, deeds, trusts, stock certificates, passports, and powers of attorney, for example.

Do I need to scan my original documents?

You will need to be responsible for scanning your documents. EZShield does not offer scanning services due to the personal nature of some documents. This ensures the security of your scans.

Basic questions on using Vault

Is there a limit to how many files I can upload at one time?

Through the multiple files you can upload only 10 at a time and no single file can be larger than 20MB. You can repeat this process as many times as you like.

What is "Quick Start"?

Quick Start is a way for Vault to help you organize and create a file structure for your items in Vault. When you use Quick Start for every item you add a folder will be created for you in your Vault. For example, if you add a person named Betty and add a will, passport, and social security card, when you are finished a folder for Betty will be created, and each of those items will be in Betty's folder. Those items are empty folders that you can now open and add details to.

Can I upload multiple files?

Yes. You can upload multiple files on the “My Vault Contents” tab. Everywhere else you can upload only one at a time.

How will I know when my storage is almost full?

A popup will appear warning you that your storage is almost full. Vault will also send you an email warning you that your account is getting full. In addition, once you are logged in every page has a storage meter constantly keeping you informed on how much space you have available.

What happens when my storage is full?

Vault will send you an email informing you that your account is full. You can either upgrade your account for more space, or leave it as it is. If you choose to leave your Vault as it is you will not be allowed to add files over the allowed storage limit. Any files that are sent to your custom email will not be accepted if they go past  your storage limits.

What is the maximum file size I can put into my Vault?

At this time, 20MB for each file.

Will Vault automatically log me out?

Yes. After a period of inactivity you will be logged out automatically.

Understanding your unique Vault email

What is my unique Vault email for?

When you created your Vault account, Vault took your user ID and created an email with it for you to use and give out as you see fit. If the username you chose is “betty01” then Vault created an email for you “betty01@ezshieldvault.com”.  You can see your email on the “My Vault Contents” tab, under “Account Summary”.

For security reasons, and to ensure that your account isn’t overloaded with spam or filled with undesired content, Vault will only accept email attachments sent from other registered emails in EZShield Vault.  If anyone attempts to email attachments into your Vault account from a non registered email, Vault will not permit the file to be stored in your Vault account.  If you would like to receive attachments from multiple emails (such as your preparer, lawyer, etc), simply go to “My Account” and click “Add a User”.  When prompted, add the email address that you would like to use to add files into your Vault account.  If you are unable to add users, or do not see this button you will need to upgrade your subscription level to add this feature by clicking on your name in the “My Account” section.

What happens if someone uses my email to send a virus?

Vault scans every email it receives and blocks any malicious emails.

Does Vault create an email account for me?

No. Vault doesn't create an email account for you. You will still need to have your own email independent of Vault. Vault creates a custom email that you can use to send files into your Vault, not a fully email account.

If someone sends an email to my Vault account with text, will Vault save the message?

No. Vault only accepts attachments. If someone sends you an email message, the message will not appear. Your custom email is for attachments only.

Basic questions on managing your account

How do I upgrade my account?

Upgrading your account is easy. Click on "My Account" in the top blue navigation. Click your name and under "My Account Info" click "Update" under "My Subscription Level". Choose the service you would like to change to and confirm your payment. When you submit your payment your new account status will be available instantly.

How do I downgrade my account?

Each Vault account has different variables: amounts of storage, additional users, and main categories. Downgrading your account is easy. For example, if you have the highest level of Vault, “Home Business Vault” and wish to downgrade your account to the lowest level, “Basic Vault” there are a few steps you will need to take before you can change your subscription level. 1) Make sure you delete all additional users to the amount of available users in your desired level. For example, in “Home Business Vault” you are allowed 10 additional users. In “Basic Vault” you are allowed only 1. It's up to you to delete your additional users to fit inside the service level you would like to be in. In this case, you need to delete 9 additional users (if you had the maximum amount added) and only have 1 additional user left. 2) Make sure you delete documents from your Vault account to fit inside the storage level you desire to be in. If your account is full, “Home Business Vault” allows 20GB of storage while “Basic Vault” only allows 1GB of storage. In this case, you must delete items in your vault until it is below the 1GB storage level.

Basic questions on sharing your Vault account securely

How many people can I share my Vault with?

The amount of people you can add depends on your service level. To see how many people you have left to add login, go to “My Vault Contents” and in “Account Summary” Vault will let you know how many more people you can add in your service level.

How do additional people login to my account?

When you create an account for someone, they are given their own unique login access. You never have to share your username and password with anyone. When you give people access to Vault when each person logs in they can see all the contents of your Vault. Be sure to lock users out of items that you don't want them to have access to. To lock an item, see the turorial section in "Help Me" next to the FAQs.

Vault won't let me add any more users. How can I add more users?

Once you add the maximum amount of users for your account, the “Add a User” button in “My Account” will disappear since you have reached your limit. You can either delete an existing user (other than yourself) and the button will reappear, or you can upgrade your subscription level and the button will appear again. To see how many users you have available, go to “My Vault Contents” and “Account Summary” will show you how many additional users you have available to use in your account.

How do I lock people out of sensitive materials?

When you add someone to your Vault, by default each person is locked out of every item. It's up to you to choose which items they can or cannot see and change. To give permission open the item and give them access in "Additional Security".

Can addtional users change the security preferences?

Yes. At this time, if you grant a user access to an item, they have the same access to that item that you do. They can delete it, add to it, view all of it's contents, and allow other people to see it. Make sure you only give access to people you trust. More security features with greater controls will be coming in a future release in the fall of 2009.

Is there a free trial offer?

Does EZShield offer a free trial or “demo” version?

EZShield may offer a free trial period, at the end of which, the specified monthly fee will be charged to your account’s billing profile. Every month, payments will be drawn automatically from the account you designated when you enrolled.

Why do I need to provide billing information to setup a free trial?

EZShield will not charge your account without obtaining your permission, however billing information is requested when you set up your account so that we may automatically charge your account when the trial period is over.

What happens to the files I've stored in my Vault if I decide to cancel at the end of the free trial?

If you decide not to maintain your Vault account after your free trial, your account will be closed and will no longer be available. You may download your documents to your computer if you decide to cancel before the end of your free trial.

Billing questions?

What are the methods of payment accepted by EZShield?

You can use any check card or credit card to pay your EZShield Vault service fees.

When will I receive my first bill?

Monthly service charges are billed to the specified payment account you set up when you opened your Vault account. Your monthly service fee will be automatically charged to the payment account after your free trial period ends.

Will I be billed automatically each month?

Yes, your monthly service fee will be automatically charged to the payment account you specified when you set up your EZShield Vault account. Monthly payments occur on or around the same day of the month, every month.

What is the cancellation policy?

You can close your account at any time by calling EZShield Vault Response Center at 1-888-4-EZShield. At the time of cancellation, we will stop the monthly billing for the service. There are no prorated fees if you upgrade, downgrade, or cancel your account.

What if my monthly payment is returned?

If your payment cannot be fully processed, access to your EZShield Vault account will be suspended. You can contact EZShield to review your billing information and/or submit a payment by calling 1-888-4-EZShield. Your monthly service fee will continue to accrue until the account is closed. If you fail to make payment, your EZShield Vault account will be closed 6 months after the first returned payment.

Need to reach customer service?

How do I give feedback and suggestions about Vault?

When logged into Vault in the blue tab there is a feedback button. Click it, fill out the form, and someone will get back to you within 24 regular business hours. Or you can call us during our regular business hours listed below.

How can I access EZShield Vault customer service?

Call EZShield Vault at 1-888-4-EZShield. Vault specialists are available from Monday through Friday, 8:00 a.m. to 11:00 p.m. (EST), Saturday 8:30 a.m. to 7:30 pm (EST) and Sunday 8:30 am to 7:30 pm (EST).