Forgot account password
If you have forgotten your account password, you can reset it from the login page by clicking the “Forgot password?” link. You will be prompted to enter your email address. Password reset link will be sent to that email.
Figure indicating the “Forgot password?” link
Forgot encryption password
If you have forgotten your encryption password, then you can reset it during the third step of your login process (after entering 2FA). Click on the “Reset Encryption Password” link to do it.
The encryption password must meet the following criteria:
Include:
a number
a capital letter
a small letter
a special symbol: !“#$%&‘()*+,-./:;<=>?@[\]^_`{|}~
Must have a minimum of 8 characters and a maximum of 64 characters
🚨 Note that if you reset your encryption password, you will also lose access to your organisation private keys, which means that you will not be able to access the contents of previous messages and reports anymore. To regain access, some other user from your organisation (who has access to organisation private keys) needs to log in with their account. Your access is then automatically restored.
Figure indicating the “Reset encryption password” link
Lost access to 2FA (e.g. lost phone)
If you have lost access to your 2FA, it can be reset by someone from your organisation with organisation admin user role. This can be done under the “Users” → “Edit user” view by clicking the “Reset” button under the “2-factor authentication” label.
Figure showing the view to reset 2FA.