Frequently Asked Questions

You’ll find answers to some of the most commonly asked questions. 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 Automattic grid that reliably serves over 20 million WordPress.com blogs and 300 million monthly visitors.

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• What’s included in each VaultPress plan?

  All plans include Realtime Backups, Downloadable Archives for Restoring, Vitality Statistics, and the Activity Log.

  The Basic plan provides access to disaster recovery and support services.

  The Premium plan provides priority recovery and support services, along with site migration assistance. The Premium plan provides automated security scanning of Core, Theme, and Plugin files.

  The Enterprise members receive top priority for support services and migration assistance. Along with security scanning, Enterprise members receive complimentary security consulting and performance auditing.

  Update-to-date pricing and features can always be found on the Plans & Pricing page.

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• How many sites can I protect with VaultPress?

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

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• How much does VaultPress cost?

  VaultPress pricing can be found on the plans page.

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• Why do I need a WordPress.com account?

  VaultPress is a product from Automattic, the same team that owns and operates WordPress.com. We use the same log in system as WordPress.com so you only need to remember one login.

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• I signed up and paid. What happens next?

  Now that your VaultPress account is created, you'll be prompted to download the VaultPress plugin. You must install the plugin to backup your site. We have a step-by-step guide on how-to install the VaultPress plugin.

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• Does VaultPress work with WordPress 3.0 Multisite installs?

  With version 1.0+, VaultPress provides support for WordPress Multisite network installations. For more information, check our our Multisite + VaultPress Guide.

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• Does VaultPress backup WordPress MU or BuddyPress installations?

  The WordPress MU Project is deprecated and not supported, nor recommended.

  Normal BuddyPress installs are supported with version 1.0+ of the VaultPress plugin.

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• What versions of WordPress are supported by VaultPress?

  VaultPress supports WordPress 2.9.2 and higher.

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

  The easiest way is to contact us from your VaultPress dashboard. If you're comfortable working with FTP, PHP, and MySQL, you can follow our guide: How to Restore from a VaultPress Backup

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• How do I know my backup is working?

  Sign in to your VaultPress Dashboard anytime to verify backups.

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• Is support free?

  Concierge support is complimentary for setup and site recovery at all plan levels. Migration and other more complicated and time consuming services are available for Premium and Enterprise customers.

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• When is support available?

  Our Safekeepers are on duty from 8am - 5pm Pacific, Monday through Friday.

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• Why is my initial backup taking so long? or, Can VaultPress backup large sites?

  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 show progress bars. You’re free to log out of WordPress, and close your browser; your backup will continue working. You’ll receive an email when your initial backup is complete. Subsequent backups (snapshots) are made in realtime.

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• Is there a long term contract or commitment?

  No. VaultPress is a monthly subscription service. We’ll bill you every month. You can cancel at anytime.

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

  If you have a current active subscription visit your Account settings at: https://dashboard.vaultpress.com/account and click Cancel Subscription. You'll be prompted to confirm you cancellation, and optionally let us know why you’re canceling. If you’re unable to access your dashboard and wish to cancel, contact us with your site's URL and we’ll help.

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• How do I change my username or password?

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

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

  The VaultPress dashboard uses your WordPress.com account. If you've forgotten your password or username, you can get it emailed to you.

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• My status bar says “Your site is currently idle” but the full backup hasn’t completed.

  The connection to your site may time out for a number of different reasons. When that happens, VaultPress takes a break and then contacts our servers later to continue synchronization.

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• How do I update my site’s URL?

  When you first register you site, VaultPress saves your site’s domain name. If you change your domain name, please contact support so we can update your account.

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• How do I report a bug?

  If something doesn't look right, or you think something could/should work better, please don't hesitate to contact us and let us know.

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