Support

Help with The Vault — signing in, watching, and requesting.

Setting it up

1. Open The Vault on your Roku.
2. Enter the address of your Jellyfin server — for example 192.168.1.100:8096 on your own network, or https://example.com if it is reachable from the internet. Include the port if it is not the standard one.
3. Sign in with the username and password for that server.
4. Your libraries appear on the home screen. To switch servers later, use Change server in the profile menu at the top right.

If you do not have a Jellyfin server, see jellyfin.org. Jellyfin is a separate open-source project; The Vault is an independent client for it and is not affiliated with it.

Contact

Account and access

I don't have an account

The Vault has no accounts of its own and there is nothing to sign up for. You need an account on a Jellyfin server. If you run the server, create the account there; if someone else runs it, ask them.

My server says my account does not have access

That message comes from the server, not from the app — the server is declining the account. Only whoever administers that server can change it. If that is not you, contact them rather than us.

Some features are missing

Discover & Request and Vault Space appear only when the server you are connected to also runs the optional Vault backend. Against a plain Jellyfin server the app hides them, which is expected and not a fault.

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.