Submit a Ticket
Open a support request through our self-hosted portal
Open Portal →Knowledge Base
Troubleshooting guides, how-tos, and common solutions
Browse Articles →Email Us
Reach us directly at [email protected]
Send Email →Have Your Vault Serial Number Ready
Your serial number identifies your system and subscription status. Without it, we cannot look up your configuration or verify your account. You'll find it on a sticker on the bottom of your Protectli Vault.
What's Covered
Support is bundled with your SafeNet subscription. If you're a subscriber, you have full support for everything OSS configured. If not, we still help with hardware issues.
SafeNet Subscribers
Full Support- SecureNet OS configuration
- SafeNet VPN connectivity
- OPNsense firewall questions
- Hardware troubleshooting
- WiFi access point setup
- Network segmentation (VLANs)
- Monit alerts and monitoring
Non-Subscribers
Hardware Only- Hardware failure troubleshooting
- Protectli RMA coordination
- Configuration issues: self-service restore from backup
- SafeNet VPN: not available
Support is included with SafeNet at $9/month or $89/year. Learn more about SafeNet →
What to Include in Your Ticket
Help us help you faster by including these details:
Self-hosted support. Our ticketing system and Knowledge Base run on our own infrastructure, built with Elixir and Phoenix. No third-party SaaS. Your support data stays on our servers, not someone else's cloud.
Ready to Get Help?
We respond during business hours, typically within one business day. Include your Vault serial number for faster service.
Or email us directly at [email protected]
We do not retain personal information beyond what's needed to resolve your ticket. See our Privacy Policy for details.