Frequently Asked Questions

Yes. Every Heldinside personalized gift includes access to a Digital VAULT. Supported content types, templates, file formats, sizes, quantity limits, and optional features may vary by product or setup flow.

After checkout. First personalize and purchase the physical gift. We will then guide you through setting up the Digital VAULT connected to your order.

You can add supported videos, photos, an online-recorded voice message, and a personal note. Current formats, sizes, quantity limits, and other requirements are displayed during setup.

Not currently. Audio file uploads such as MP3, M4A, and WAV are not supported. You can record a voice message online inside the Digital VAULT where that feature is available.

The Digital VAULT is unlisted by default and is not designed to appear in public search results. Anyone with the QR code or unique link may be able to open it, so share access only with people you trust. Where available, an optional PIN can add another layer of protection.

Yes, where the feature is available. You can enable an optional PIN for an extra layer of access protection. Keep the PIN secure and share it only with the intended recipient.

No. The recipient can scan the QR code with a smartphone camera and open the Digital VAULT in a mobile browser.

Yes. You can edit, add, replace, or remove supported Digital VAULT content whenever you want while the service remains available. Follow the access instructions provided during setup to return to your Digital VAULT.

After checkout, the buyer sets up the Digital VAULT and adds the supported content. When the gift arrives, the recipient scans the QR code to open the unlisted page and view what was added.

Contact support@heldinside.com with your order number and the email address used at checkout. We will verify the order and explain the available access-recovery or replacement options.

When an order is cancelled or fully refunded, access to the connected Digital VAULT may be disabled and its content may be deleted in accordance with our Terms & Conditions and Privacy Policy. Download or retain any content you need before completing a cancellation or refund request.

An approved replacement or remake will normally remain connected to the original Digital VAULT. If a new QR code or Digital VAULT is required, customer support will explain the available setup steps.

Hold your phone steady and keep the entire QR code visible in the camera. If glare or brightness affects the scan, change the viewing angle, lower the light brightness, or temporarily turn the light off.