FAQ

Questions about Login and Account Management

Why do you need my email address and mobile number?

We need your email address and mobile number to be able to contact you in case the built-in Data Inheritance is activated in your SecureSafe. We contact you by email as well as via SMS to be absolutely sure that the activation of Data Inheritance can never be made against your will. Should an activation happen without your consent, you can stop it by logging in to your SecureSafe as usual.

Furthermore, we use your email address to inform you of updates and product news. You always have the option of declining to receive these emails from us.


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

You have to reset your account using your recovery code. To do so, follow these steps:

  1. Find the PDF you have printed with your recovery code.
  2. Go to: https://www.securesafe.com/recover
  3. Enter the 36-digit recovery code as requested.
  4. Click “Recover Credentials”.
  5. You will now be able to reset your password and regain access to your SecureSafe.

Be aware that the system automatically disables 2-factor authentication when you use your recovery code to access your account. You can switch on 2-factor authentication again once you’re inside your safe.


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How can I upgrade my account?

If you would like to upgrade your private SecureSafe account, follow these steps:

  • Log in to your SecureSafe from your PC/Mac using your preferred browser.
  • Click on "My Account" in the upper right corner of your screen.
  • Select the tab "Upgrade/Renew".
  • A dialog will appear. Choose the desired account type and subscription length for your upgrade from here.
  • Enter voucher code (if available).
  • Click on the "Go to Payment" button and you will be guided to the payment system.

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How can I renew my account?

Please note, that you currently cannot renew your SecureSafe account from our Android/iOS apps. If you would like to renew your private SecureSafe account, follow these steps:

  • Log in to your SecureSafe from your PC/Mac using your preferred browser.
  • Click on "My Account" in the upper right corner of your screen.
  • Select the tab "Upgrade/Renew".
  • A dialog will appear. Choose the desired account type and subscription length for your account renewal from here.
  • Enter voucher code (if available).
  • Click on the "Go to Payment" button and you will be guided to the payment system.


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How does the 2-factor authentication login work?

A standard login includes a username and a password. However, SecureSafe also offers paying customers the highly secure 2-factor authentication to further protect their account. With this method, a SMS containing an additional security code will be sent to your mobile every time you want to log in to your SecureSafe. Only with this code can you gain access to your account.

With 2-factor authentication, your data stays protected even if someone intercepts your username and your password, because access to your account also requires the additional security code that is sent to your phone.

Be aware that we cannot help you should you lose your phone after activating 2-factor authentication. The only means to regaining access to your account will be your recovery code. We therefore highly recommend that you print it out and hide it in a safe place.

NB: You will only need to enter the SMS code once on your smart phone. After that our app will use the SecureSafe innovation DoubleSec to make logging in to SecureSafe super easy.


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Can I log in to SecureSafe without signal on my phone?

If you have selected 2-factor authentication for your account, and you have no reception on your mobile, you cannot log in to your SecureSafe. You will have to try to get a signal from another location. If that does not work, you need to reset your account by using the recovery code.


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I am not getting an additional security code 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.
  • Check whether you have chosen the normal login method without additional SMS authentication. If so, you will be able to log in to your account using only your username and password.
  • 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 2-factor authentication?

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

  1. Log in to your SecureSafe account from any computer.
  2. Choose “My Account” in the upper right-hand corner of your screen.
  3. Click the “Login & Password” tab.
  4. Click on “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 mobile number for your mobile when 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, use the voucher to upgrade or renew your account:

  1. Log in to your SecureSafe from from any browser (on a computer) here.
  2. Click the "My Account" button, which is located in the upper right hand corner of your screen.
  3. Then click the "Upgrade/Renew" option.
  4. Put your voucher code into the field "Voucher (optional)".
  5. You will now be able to see the discount that your voucher entitles you to.
  6. If needed, adjust the account type or desired renewal period for your subscription.
  7. You can then click "Go to payment" to upgrade/renew your SecureSafe.

If you don't have a SecureSafe yet, use the voucher to create a new account:

  1. From your computer, go to https://www.securesafe.com/apps/register.html#lang=en&type=SecureSafe%20SILVER¤cy=USD
  2. Choose your account details by putting your name, email, desired password etc. into the appropriate fields.
  3. Put your voucher code into the field "Voucher (optional)".
  4. You will now be able to see the discount that your voucher entitles you to.
  5. If needed, choose the account type you would like along with the desired subscription period.
  6. Tick off the "I have read and agreed to the terms of service" box.
  7. You can then click "Go to payment" to create your SecureSafe.

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How can I redeem a voucher for a Team-Space?

If you already have a SecureSafe and want to use your voucher to renew/upgrade an existing Team Space (or Team Space TRIAL):

  1. Log in to your SecureSafe from any browser (on a computer) here.
  2. Choose the Team Space you want to renew.
  3. Then click "Settings" in the left hand side bar.
  4. Now choose "Prolong subscription".
  5. Put your voucher code into the field "Voucher (optional)".
  6. You will now be able to see the discount that your voucher entitles you to.
  7. If needed, adjust the number of member seats and months you need for the Team Space.
  8. You can now click "Go to payment" to renew your Team Space subscription.

If you already have a SecureSafe and want to use your voucher to open a new Team Space:

  1. Log in to your SecureSafe from any browser (on a computer) here.
  2. Click the "+"-tab () to create a new Team Space.
  3. A dialog box will open allowing you to put your voucher code into the field "Voucher (optional)".
  4. You will now be able to see the discount that your voucher entitles you to.
  5. If needed, adjust the number of member seats and months you need for the Team Space.
  6. You can now click "Go to payment" to create your SecureSafe.

If you don't have a SecureSafe yet, use your voucher to create your first Team Space:

  1. From a computer, go to https://www.securesafe.com/apps/teamsignup.html#
  2. Choose your Team Space details by putting a Team Space name, unique username, unique password etc. into the appropriate fields.
  3. Put your voucher code into the field "Voucher (optional)".
  4. You will now be able to see the discount that your voucher entitles you to.
  5. If needed, adjust the number of member seats and months you need for the Team Space.
  6. Tick off the "I have read and agreed to the terms of service" box.
  7. You can then click "Go to payment" to create your Team Space.

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What happens at the end of my paid subscription?

  • 1 month before the end of your subscription, you will be notified that you need to renew it. From this point forward, you will be reminded of how much time you have left to complete a subscription renewal each time you log in to your SecureSafe.
  • The account status indicator will show a warning flag as a second reminder that you must renew your account.
  • Additionally, we will inform you of the upcoming account expiration by email.
  • Be aware that we do NOT automatically charge your credit card for account renewals.
  • If you let your account expire, it doesn’t disappear. You can renew it by trying to log in to it from any web browser. You will then be asked to go through the appropriate steps to complete a renewal. Be aware that this approach only works if you log in from a web browser, not (yet) from a smartphone or tablet.
  • SecureSafe ensures that no data is erased during a period of 3 months after a subscription expiration. If you do not renew your account within this period of time, we no longer guarantee that your data will be kept on our servers.

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How can I delete my account?

If you are a SecureSafe account owner, you can delete your own account. First, you need to delete all your Team Spaces. To do so, follow these steps:

  1. Log in to your SecureSafe from your Mac/PC.
  2. Click each Team-Space one by one.
  3. Choose the tab “Settings”.
  4. Choose “Delete Team Space”.

Once you have deleted all your Team Spaces, you can delete your entire account. To do so follow these steps:

  1. From within the SecureSafe web app, click the "My Account" button in the upper right hand corner of your screen.
  2. Choose the tab “Account”.
  3. Click the button "Delete Account".
  4. Confirm the 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 and the email address you used when you created the account.


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