Frequently Asked Questions

Are you unsure about any aspect of using VaultPress? You’ve come to the right place — here you’ll find answers to some of the most commonly asked questions about our service. Did we leave something out? Let us know!

  • What is VaultPress?

    VaultPress is a subscription-based security and backup service for WordPress sites. VaultPress is built on the same sturdy, secure foundation that serves many millions of WordPress.com sites.

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  • Why do I need Jetpack?

    As of December 9, 2016, all VaultPress subscriptions are part of Jetpack. Jetpack provides additional (free) security services essential for every WordPress site; bringing these services together has made it possible for us to offer more powerful features at a lower cost. You can read more about this on our announcement post.

    If you don’t want to use any (or all) of the other Jetpack features you can disable them easily after installation.

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  • How many sites can I protect with a VaultPress subscription?

    A VaultPress subscription is for a single WordPress site. You can purchase additional subscriptions for each of your WordPress sites, and manage them all in one place.

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  • Is support included with VaultPress?

    Concierge support is included at all plan levels.

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  • Where are VaultPress backups stored?

    We store the backups in our secure data centers. While the backups aren’t stored locally on your computer, you can download them anytime from your VaultPress Dashboard.

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  • Why do I need a WordPress.com account?

    VaultPress is a service from Automattic, the same team that owns and operates WordPress.com. We use the same login system as WordPress.com so you can access all your sites through one convenient entry point.

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  • I signed up and paid. What happens next?

    If you signed up and paid before December 9, 2016, you’ll be prompted to download the VaultPress plugin. You must install the plugin to back up your site. We have a step-by-step guide on how to install the VaultPress plugin.

    If you signed up and paid on or after December 9, 2016, the Jetpack installation and purchase process took care of all necessary setup and configuration steps. If you experienced problems or are unsure about something, please drop us a line.

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  • What versions of WordPress.org does VaultPress support?

    VaultPress will work on WordPress.org version 2.9.2 or higher, though we recommend you always update to the latest version of WordPress.

  • Does VaultPress work with WordPress Multisite, WordPress MU, and BuddyPress?

    VaultPress provides support for WordPress Multisite network installations. For more information, check out our Multisite + VaultPress Guide.

    VaultPress also supports BuddyPress installations.

    The WordPress MU Project is deprecated and is no longer supported, nor recommended.

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  • How do I restore my WordPress site from a VaultPress backup?

    You can restore your WordPress site in a click, or drop us a line for assistance.

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  • How do I know my backup is working?

    Sign into your VaultPress Dashboard anytime to verify backups. You can also restore your backup to another site — such as a test or staging site.

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  • Why is my first backup taking so long?

    VaultPress will work with any site, small or large. With large sites, the initial backup may take hours or days to fully complete. During this time, the VaultPress plugin will report the progress of your backup. Feel free to log out — your backup will continue working. When your first backup is finished, we’ll send you an email.

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  • Is there a long-term contract or commitment?

    Nope. Depending on your choice when you signed up, we’ll bill you every month or every year, and you can cancel at any time.

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  • How do I cancel my subscription or get a refund?

    If you have an active subscription, visit your Account Settings and click Cancel Subscription. Refunds are available if you cancel within 30 days of the purchase or renewal. If you ever choose to switch from a yearly plan to a monthly plan, we can refund the price for any unused months. If you’re unable to access your dashboard, drop us a line.

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  • How do I change my username or password?

    VaultPress uses your WordPress.com account information. The email address and password you use to access the VaultPress dashboard can be changed by updating your Personal Settings at WordPress.com.

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  • I don’t know my username or password. How can I access my  dashboard?

    VaultPress uses your WordPress.com account. If you’ve forgotten your password or username, you can visit WordPress.com and get it emailed to you.

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  • How do I update my site’s URL?

    When you first register your site, VaultPress saves your site address. If you change your site address, please update the URL on the Settings page in the VaultPress dashboard.

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  • Can I reuse a registration key?

    Yes! To learn how, check out this support page.

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  • Why was I charged?

    You can look up any unrecognized charge, or send us a billing inquiry.

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