To reset your account, follow these steps:
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.
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.
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
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:
If you would like to upgrade or renew your SecureSafe subscription, follow these steps:
You can deactivate 2-factor authentication by using your recovery code. To do so, follow these steps:
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.
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:
From an iOS / Android device:
To activate 2-factor authentication for your SecureSafe account, follow these steps:
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.
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:
To delete your account, follow these steps:
Mail-in is an integrated email inbox included in your SecureSafe. When external service providers or people send emails to your SecureSafe email address, the email content and all attachments will be saved directly in your safe.
To find your personal Mail-in email address, log in to your SecureSafe from any browser and go to your personal file safe, then select Mail-in and choose Settings.
You can also view the email address from the mobile app by going to Settings and selecting Mail-in.
This problem may be caused by several different circumstances. Here are some steps that may fix it:
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.
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):