Support
Help with The Vault — signing in, watching, and requesting.
The Vault is a private, account-only service. Installing the Roku app does not create an account. If you have never been given access by the household that runs The Vault, there is nothing to sign in to.
Contact
Email support
Please include: the device you are using (for example "Roku TV in the bedroom"), the account name you sign in with, what you were trying to do, and the exact wording of any message on screen. Never send your password.
Account and access
I don't have an account
Accounts are created by the household that operates The Vault. There is no public sign-up. Contact us at the address above if you believe you should have access.
My access stopped working
If The Vault says your account does not have access, that is the service refusing the account rather than an app fault. Access can be changed or withdrawn at any time. Get in touch if you think that is a mistake.
Trouble signing in
- Check the Roku is online — try another streaming app to confirm the internet connection is working.
- Re-enter your username and password carefully; passwords are case-sensitive.
- Close The Vault completely and reopen it, then try again.
- Use Sign out from the profile menu (top-right), then sign back in — this clears a stale session on that device.
- If sign-in still fails, or you see a message saying the account does not have access, contact support.
Playback problems
- Won't start, or stops partway: check the connection first, then reopen the app and try again. Wired or stronger Wi-Fi helps for high-bitrate titles.
- Wrong audio language: press Up during playback to open the on-screen controls and choose a different audio track. The Vault prefers an English track by default where one exists.
- Subtitles: also available from the on-screen controls during playback.
- Resume went to the wrong place: open the title and choose Play from beginning instead of Resume.
- Title is missing: libraries differ per account. If you expected to see something and cannot, contact support.
Requests and status
- Find a title through Search or Discover & Request and open it to request it.
- For a series you can pick All Seasons or tick specific seasons; you can also choose a quality profile.
- Track progress under Discover & Request → My Requests.
- Not Released Yet means the title has not come out — the request will be filled automatically when it does.
- Request Again means the title was in the library before and was removed.
- Requests are not instant and are not guaranteed. If one appears stuck for a long time, contact support.
Storage
Open the profile menu (top-right) and choose Vault Space to see how much of your allocated storage is in use and how much remains. If you are at your limit, removing something you no longer need frees space — The Vault shows you exactly what will be removed, and who else it affects, before you confirm.
Roku basics
- Restart the app: press Home, then reopen The Vault.
- Restart the device: Roku Settings → System → System restart.
- Check the network: Roku Settings → Network → Check connection.
- Keep the device updated: Roku Settings → System → Software update.
Still stuck?
Email support@kayandwill.com with the details listed at the top of this page and we will take a look.