# Support for TenuVault Desktop | TenuVault

Get help with TenuVault Desktop: documentation, troubleshooting, bug reports on GitHub, billing and subscription in the Polar customer portal, and security reports.

Canonical: https://www.tenuvault.com/support

**Support**We are here to help

# How can we _help?_

Most answers are in the documentation. For bugs, billing and security reports, pick the right channel below.

-   [
    
    ## Free Pro for nonprofits
    
    Nonprofits worldwide can apply for Pro at no cost. We review local evidence and your connection to the organization individually.
    
    Apply for free Pro](https://www.tenuvault.com/nonprofits)
-   [
    
    ## Documentation
    
    Install the app, create the app registration, connect a tenant and run your first backup.
    
    Getting started](https://docs.tenuvault.com/getting-started/)
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    ## Troubleshooting
    
    Every message the app shows, grouped by area, with the cause and the fix: sign in, license, backup, storage, restore and updates.
    
    Troubleshooting guide](https://docs.tenuvault.com/troubleshooting/)
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    ## Bugs and feature requests
    
    Found a bug or missing a feature? Open an issue in the desktop repository. Never post tokens, license keys or tenant exports.
    
    Open an issue](https://github.com/ugurkocde/TenuVault/issues)
-   [
    
    ## Billing and subscription
    
    Invoices, payment method, plan changes, cancellation and releasing installations you no longer use, in the Polar customer portal.
    
    Customer portal](https://polar.sh/ugurlabs/portal)
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    ## Security reports
    
    Report a vulnerability to security@ugurlabs.com. The Trust Center explains the architecture, permissions and data flows.
    
    Trust Center](https://www.tenuvault.com/trust)
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    ## Contact
    
    Questions about licensing, your order or anything else. Email support is included with Pro and MSP.
    
    support@tenuvault.com](mailto:support@tenuvault.com)

## Licenses and trials

Quick answers from the documentation.

### Q: Where is my license key?

A: 

Your paid license key arrives by email right after checkout. Check your junk folder if you don't see it. Paste it on the License page in the app and click Activate. The free Pro trial starts automatically when you connect a new tenant, without a key or email address.

### Q: I lost my license key. How do I get it back?

A: 

Search the inbox of the email address used at checkout for the license email. That address can also open the customer portal, which shows the full key. The app shows only the last four characters. If nobody can reach that inbox any more, write to support@tenuvault.com from your organization and we help you move the license.

### Q: How does the free trial work?

A: 

Download TenuVault and connect a new tenant to start Pro automatically, without email or a card. Afterwards, keep using TenuVault free on Community with one tenant.

### Q: How do I move my license to another computer?

A: 

On the old computer, open License and click Deactivate this machine, then enter the key on the new computer. If you no longer have access to the old computer, release its installation in the customer portal.

### Q: What happens if the licensing service cannot be reached?

A: 

Tenants that are already active keep working offline for up to 14 days after their last successful check. The Community tenant works without any connection to tenuvault.com.

### Q: Do I need a key if a colleague already has one?

A: 

Not when the key holder shares the license with your tenant. Sign in to the tenant through the same app registration and the License page shows that you are licensed through your organization.

More in [Activate and manage your license](https://docs.tenuvault.com/licensing/manage/).