Frequently Asked Questions

Most big cloud companies charge you a fee for every single person on your team. If you hire 10 people, your monthly bill multiplies by 10! With Vaulex Pro, you pay one simple, flat price, and your whole team can use it together.

Plus, our support team is based right here in the UK. If you ever get stuck, you speak to a real person quickly, instead of waiting days for an automated email.

Absolutely not! We don't believe in trapping our customers with sneaky paperwork. There are no hidden fees, and you are totally free to cancel your Premium membership whenever you want, without any penalties.

Your plan is a monthly subscription. We take the payment automatically on the same date each month, so your files stay safe without you having to remember anything — no interruption, no last-minute panic.

You can cancel whenever you like from Billing & Invoices in your account: two clicks, no notice period and no phone calls. If you cancel, you keep everything until the end of the month you have already paid for. Every payment produces a proper invoice you can download as a PDF for your accounts.

You can check your plan, your renewal date and every invoice at any time from Manage Plan or Billing & Invoices.

Install the free Vaulex Pro Cloud Drive app for Windows. It creates a real Vaulex folder on your PC that stays in step with your cloud — both ways, every five minutes. Because your files genuinely live on your computer, they open instantly and keep working with no internet at all; changes sync the moment you are back online.

Run the installer, then sign in with your username (not your email address). One heads-up: while our new signing certificate is being issued, Windows shows an “Unknown publisher” notice — that is expected for now. Click More info, then Run anyway.

Prefer step-by-step instructions? Read the 2-minute setup guide.

Open File Explorer (the yellow folder icon). Vaulex Pro Cloud Drive sits in the left-hand sidebar, pinned to Quick Access, right at the top. Your files live inside it at C:\Users\your-name\Vaulex Pro Cloud Drive, and you can also open the app itself from the Windows Start button.

It works exactly like saving a file normally!

When you are finished typing in Word or Excel, click File, and then Save As. Look down the list of folders on the left-hand side for your Vaulex Pro Cloud Drive. Click it, type a name for your file, and hit Save. It syncs to the cloud automatically — and if you happen to be offline, it catches up the moment you are back online.

Good news: the app pins itself. Vaulex Pro Cloud Drive is added to Quick Access automatically when you install, so it sits at the top of every folder window without you doing a thing.

If you ever unpin it by accident, open File Explorer, right-click Vaulex Pro Cloud Drive in the left-hand list and choose “Pin to Quick access” to put it back.

Just drag it into your Vaulex Pro Cloud Drive folder and let the app do the work. It moves everything steadily in the background, shows live progress with a real time remaining, and checks every single file after transfer — so nothing arrives broken and nothing gets stuck halfway.

Anything already uploaded is never uploaded twice, you can carry on using your computer while it runs, and if your PC restarts it simply picks up where it left off.

Yes — that is the whole point of the desktop app. Your files are genuinely on your computer, so you open, edit and save exactly as normal with no internet at all. The moment you are back online, the app quietly syncs your changes to the cloud. A web-only drive cannot do this.

Only if you ask it to. In the app, open Choose folders and tick which folders live on each computer. Ticked folders are on your PC and work offline; unticked ones stay safely in the cloud and use no disk space on that machine — perfect for keeping a 90 GB archive off a small laptop. They are one tick away whenever you need them.

Both survive. The app never silently overwrites anything: you keep both versions, clearly named, so you can see exactly what happened and decide which to keep. And because every file is checked after transfer, a damaged copy is never written over your good one.

Our new code-signing certificate is currently being issued. Until it arrives, Windows shows that notice for the installer — it is expected. Click More info, then Run anyway, and the notice will disappear for good once the certificate lands shortly.

Your computer will not know the new password yet, so syncing pauses until you tell it.

The fix takes ten seconds: open the Vaulex Pro Cloud Drive app on each of your computers and sign in again with your username (not your email address) and the new password. It carries on exactly where it left off.

Yes, it is incredibly safe. When your files travel from your computer to our cloud, we wrap them in a tough secret code. Even if a hacker managed to grab them out of the air, they would just see scrambled nonsense.

We also have a safety net: if you or your staff accidentally delete an important file, we keep a hidden history of it so you can bring it back easily!

It is brilliant for teams! You don't have to pay us extra to let your staff use it.

There are two ways, and it costs you nothing extra either way. We never charge per person.

1. Share a folder with them (recommended)
Ask them to create a free Vaulex account. Then, in your files, click the folder you want them to have, choose Share and enter their email address. You decide what they can do: look only, or add and download files too.
They will see it under Shared With Me when they sign in to the website, where they can view everything — and add files too, if you have given them permission.
The big advantage: if that person leaves, you remove their access in one click. Nobody else is disturbed and you never have to change your own password.

2. Use one login on your own machines
If it is just you — or you and a partner working as one business — you can simply install the Cloud Drive on your laptop, your office PC and your home computer using the same login. Everything stays in step across all of them. That is your account on your machines, and it is perfectly fine.

We would not suggest handing your password around a wider team, though. Once several people share one password you cannot see who did what, you cannot remove one person without locking everybody out, and changing your password stops everyone's drive at once. Sharing a folder avoids all of that.

If you need to send a document to a customer or your accountant, do not give them your password!

Instead, log into our website and use the "Share" button. It creates a special, safe web link that only lets them see that one specific file, keeping the rest of your business completely locked and private.

To guarantee maximum transfer speeds for our business clients, unpaid storage is restricted. Your Premium subscription grants you unlimited upload capabilities based on your plan.

You can securely store all file types without restriction.

Never. As long as you maintain an active Premium subscription, your files are securely locked away in your Vaulex Pro Cloud Drive. We do not delete active business data, ensuring your corporate archives are always safe and available when you need them.

If you see a file on our website that breaks the rules or belongs to someone else, please click our Report Abuse page to tell our team immediately so we can remove it.