FAQ

Questions about login and account management

How can I renew my account?

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

In the new BETA web interface (HTML5-based):

  • Log in to your SecureSafe account using your preferred browser.
  • Click your username in the upper right-hand corner of your account.
  • Choose “Upgrade / renew” 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 renewal.
  • Choose between "Pay with credit card" and “Pay with PayPal” and you will be guided to the payment system.

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

  • 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".
  • 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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Why do you need my email address and mobile number?

SecureSafe needs you email address for the following purposes:

  • to inform you in case data inheritance was activated for your account.
  • to inform you that your account subscription is running out and you will need to renew it.
  • to send you information about product updates and news letters (you can unsubscribe from these emails at any point in time).

SecureSafe needs your phone number for the following purposes:


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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 (you need to have printed / saved this in advance of loosing your phone).
  2. Go to: https://www.securesafe.com/recover
  3. Enter the 36-digit recovery code as requested.
  4. Click “Recover credentials” and reset your password.
  5. The system automatically disables 2-factor authentication when you use your recovery code to access your account.
  6. You will now be able to regain access to your SecureSafe.
  7. You can switch on 2-factor authentication again once you’re inside your safe. Remember to change the phone number you have provided under "My account" so that the additional security code used for login will be sent to a phone in your possession.

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How can I upgrade / renew my account?

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

In the new BETA web interface (HTML5-based):

  • Log in to your SecureSafe account using your preferred browser.
  • Click your username in the upper right-hand corner of your account.
  • Choose “Upgrade / renew” 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.

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

  • 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".
  • 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.

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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.
  • 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 for your SecureSafe account, follow these steps:

In the new BETA web interface (HTML5-based):

  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.

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

  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 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 the 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. Choose your account details by putting 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. Put your voucher code into the field "I have a voucher".
  6. You will now be able to see the discount that your voucher entitles you to.
  7. Choose the relevant account type and subscription length for your upgrade / renewal.
  8. Choose between "Pay with credit card" and “Pay with PayPal” and you will be guided to the payment system.

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How can I redeem a voucher for a team safe?

Please be aware that you can only redeem a team voucher using the old flash-based web interface (not the new HMTL5 interface).

To redeem a team safe voucher in the old flash-based web interface, please follow the below instructions.


If you have a SecureSafe and want to use your voucher to renew or upgrade an existing team safe:

  1. Log in to your SecureSafe from any browser (on a computer) here.
  2. Choose the team safe 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 safe.
  8. You can now click "Go to payment" to renew your team safe subscription.

If you already have a SecureSafe and want to use your voucher to open a new team safe:

  1. Log in to your SecureSafe from any browser (on a computer) here.
  2. Click the "+"-tab () to create a new team safe.
  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 safe.
  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 safe:

  1. From a computer, go to https://www.securesafe.com/apps/teamsignup.html#
  2. Choose your team safe details by putting a team safe 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 safe.
  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 safe.

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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. To do so, follow these steps:

In the new BETA 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 old 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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