FAQ

General questions

How can I reset my account if I forgot my password?

To reset your account, follow these steps:

  1. Find your recovery code document / PDF.
  2. Go to securesafe.com/recover.
  3. Enter your 36-character recovery code into the appropriate fields.
  4. Click “Recover credentials”.
  5. You can now specify a new password and regain access to your account.

Please note that 2-factor authentication is automatically disabled when you reset your password and you'll need to manually reactivate it.

Due to our zero knowledge system architecture it is NOT possible for SecureSafe to reset your password nor can we send you a copy of your unique recovery code. We simply do not store your password anywhere in our system. Without your password or recovery code, your data will therefore be irretrievably lost.


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I forgot my username! What can I do?

We recommend that you log in to the email account that is connected to the email address you used to create your SecureSafe. Search for “SecureSafe welcome” and you are likely to find the welcome email that we sent you when you created your SecureSafe. This email will contain your username.

If you can't find this email, we recommend that you use your recovery code to regain access to your SecureSafe. There will be instructions on how to use the recovery code on the PDF you printed out with the code. If you follow these, you will get your username.

If you have neither your welcome email, nor your recovery code, please contact our support team via this contact form.


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What is the recovery code?

The recovery code is a unique 36-digit code that allows you to regain access to your SecureSafe account, if you have forgotten your username or password. You can only create and print the recovery code from within your SecureSafe.

It is absolutely essential that you print a version of your recovery and keep this in a secure place. As a part of our security measurements, SecureSafe has NO access whatsoever to your password nor to your recovery code so we cannot reset your account it if you loose both. Without the recovery code or a valid username-password combination, your data will be irretrievable lost.

To find / print your recovery code, follow these steps:

In the web interface

  • Log in to your SecureSafe account here.
  • Click your username in the upper right-hand corner and choose “Settings” from the drop-down menu.
  • Click "Recovery" and either note down the code manually or click “Display PDF” to download a PDF version.
  • Once done, click “Save and close”.

We recommend that you keep the printed version of your recovery code in a safe place. After printing, be sure to completely delete the recovery code (put it in the trash and choose "Empty trash").

For iOS / Android devices:

  1. Log in to your account via your iOS / Android device.
  2. Go to "Settings".
  3. Press "Recovery code".
  4. Note down the recovery code and keep it in a safe place.

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How can I upgrade / renew my SecureSafe subscription?

If you would like to upgrade or renew your SecureSafe subscription, follow these steps:

  • Log in to your SecureSafe account using your preferred browser.
  • Click your username in the upper right-hand corner of your screen.
  • Choose “Upgrade / renew subscription” in the drop-down menu.
  • An overview of available upgrade / renew options appears. If you have a voucher code, enter it in the upper left hand-side corner.
  • Choose the relevant account type and subscription length for your upgrade / renewal.
  • Choose between "Pay with credit card" and “Pay with PayPal” and you will be guided to the payment system.

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I lost my mobile phone after activating 2-factor authentication. What do I do?

You can deactivate 2-factor authentication by using your recovery code. To do so, follow these steps:

  1. Find the PDF or printed document with your recovery code.
  2. Go to securesafe.com/recover
  3. Enter the 36-digit recovery code as requested.
  4. Click “Recover credentials” and reset your password.
  5. You can now regain access to your SecureSafe.

Please note that the system automatically disables 2-factor authentication when you use your recovery code to access your account. You can manually reactivate this function.


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How can I use SecureSend to send files from my SecureSafe account?

SecureSend is a feature that allows you to securely send files to any recipient directly from your SecureSafe account. To use it, simply follow these steps:

In the web interface:

  1. Log in to your SecureSafe here.
  2. Choose any file, right click it and choose “Send” in the menu that appears.
  3. A new window appears. Fill out the needed information such as recipients email address.
  4. If you have a paid account, choose whether you want to protect your file with an additional security code and restrict the time it will be available for download.
  5. Click “Send file” to complete the transmission.

From an iOS / Android device:

  1. Log in to your SecureSafe from your iOS / Android device.
  2. Select the file you want to send in your SecureSafe (maximum 1 file at a time).
  3. Press the three yellow dots to the right of the file.
  4. Now choose "Send securely" in the menu selection that appears.
  5. Fill out the information form with recipient's email address, message etc.
  6. Press "Send securely" to start transmitting the file.

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How can I activate 2-factor authentication?

To activate 2-factor authentication for your SecureSafe account, follow these steps:

  1. Log in to your SecureSafe account from any computer.
  2. Click your username in the upper right-hand corner of your screen.
  3. Choose “Settings” in the drop-down menu.
  4. Click the “Login & password” option.
  5. Choose “Secure login with username, password and SMS (mTan)” to activate 2-factor authentication.

Be sure to check that you have selected the correct country code and provided your current mobile number before you switch on 2-factor authentication. Also be sure to print out your recovery code, which will be your ONLY way to regain access to your SecureSafe, should you lose your phone.


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How can I redeem a voucher for a private safe?

If you already have a SecureSafe account, use your voucher code to upgrade or renew your account:
Learn how to upgrade / renew your account here.

If you do not have a SecureSafe account yet, use the voucher code to create a new account:

  1. From any browser of your choice (on your computer), go to https://www.securesafe.com/app/#/register
  2. Insert your name, email, desired password etc. into the appropriate fields.
  3. Tick off the "I have read and agreed to the terms of service" box.
  4. Choose "Create new account".
  5. Insert your voucher code into the field "I have a voucher".
  6. Choose the relevant account type and subscription length for your upgrade / renewal.
  7. Choose between "Pay with credit card" and “Pay with PayPal” and you will be guided to the payment system.

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What happens at the end of my paid subscription?

  • 1 month before your subscription runs out, you'll be notified that you need to renew it. From this point forward, we'll remind you of how much time you have left to complete a subscription renewal each time you log in to your safe.
  • The subscription status indicator shows a warning flag as a second reminder to renew your subscription.
  • Additionally, we'll inform you of the upcoming subscription expiration by email.
  • f you let your subscription expire, your account doesn’t disappear. You can renew it by logging in to it from any web browser (not from a phone or tablet) and go through the appropriate steps to complete a renewal.
  • If you don't renew your subscription, you will no longer be able to access your SecureSafe (until a renewal has been completed).
  • Be aware that we do not automatically charge your credit card for account renewals.

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How can I delete my account?

If you are a SecureSafe account owner, you can delete your own account. To do so, follow these steps:

In the new web interface (HTML5-based):
This feature is currently not available for the new HMTL5 web interface. To use it, please log in to the old web interface here.

In the classic SecureSafe web interface (flash-based):

  1. Log in to your SecureSafe from your Mac/PC.
  2. First, you need to delete all your team safes. Click each team safe one by one.
  3. Choose the tab “Settings”.
  4. Choose “Delete team safe”.
  5. Once you have deleted all your team safe, click the "My account" button in the upper right hand corner of your screen.
  6. Choose the tab “Account" and click the button "Delete account".
  7. Confirm the irretrievable deletion of your account.

If you forgot your password, send us an email via this support contact form with a request that the account be deleted. Be aware that we can only help you delete your account if you provide us with your username, the email address you used when you created the account and some additional information that will enable us to verify that this is indeed your account.


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I am not getting a text message / SMS on my mobile and cannot log in to my account.

This problem may be caused by several different circumstances. Here are some steps that may fix it:

  • Follow this link and we will send you a few SMS messages using different routes to find a route that is working for your mobile.
  • If you have lost your mobile, you will have to use your recovery code to regain access to your safe.
  • Depending on your telephone provider and country, it may take a bit longer for the SMS to arrive. Wait for a while to see if this is the case.
  • Check whether your mobile phone is receiving a signal. If you don’t have any reception on your phone, you won’t get the additional security code. You will need to move to a spot with better reception.
  • If you entered an incorrect mobile number when you activated 2-factor authentication in your SecureSafe, the security code will be sent to this number. You will have to use your recovery code to regain access to your SecureSafe and reactivate 2-factor authentication with the correct number.
  • If none of the above descriptions fit your issue, we also recommend that you try to log in to your SecureSafe at a later time or from a different location. This may solve the issue.

If you are no longer able to log in to your account despite of several tries from different locations, you will have to reset your account using the recovery code in order to regain full access to it.


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How can I activate Mail-In?

Simply follow these steps:

  1. Log in to your SecureSafe from any web browser.
  2. Click the "Mail-In" tab on the left hand side of your screen.
  3. Click “Settings”.
  4. Your unique SecureSafe email address is now displayed on the screen.

When you send emails to this address, all attached files and documents will be delivered directly into your SecureSafe. If you send an email with no files attached, the text in the email will simply be stored as a document in your safe.


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How do I set up data inheritance?

Follow the data inheritance setup wizard integrated in your SecureSafe. To do so follow these steps:

In the new web interface (HTML5 based):
Data inheritance is currently not available for the new HMTL5 web interface but will be implemented as soon as possible. To use it, please log yourself in to the classic web interface here.

In the classic SecureSafe web interface (flash-based):

  1. Log in to your SecureSafe via your PC/Mac.
  2. Choose your private safe.
  3. Click the “data inheritance” tab in the lower left hand side corner of your screen.
  4. Click “setup wizard”.
  5. Follow the instructions to complete the necessary steps for the data inheritance setup.



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