FAQ

Questions about resetting the account

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 have deleted this email or you are unable to find it, 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 instructions you will be informed what your username is.

If you have neither your welcome email, nor your recovery code, please contact us via this support contact form and provide us with the same email address that you used when registering your SecureSafe account.


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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 https://www.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.
  6. If it was enabled before, your 2-factor authentication is now disabled and you need to manually reactivate it.

NB. Please note that due to our strict security and privacy protection policies it is NOT possible for SecureSafe to reset your password nor can we send you a recovery code for your account. We simply do not store your password anywhere in our system and you recovery code can only be decrypted with your password. Without your password or recovery code, your data will therefore be irretrievably lost.


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What is the recovery code?

The recovery code is a document with a 36-digit code that allows you to regain access to your 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.


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How do I find / print my recovery code?

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

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

  • 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").

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

  1. Log in to your account via your Mac/PC.
  2. Go to "My account" in the upper right hand corner of your screen.
  3. Click "Recovery".
  4. To download your recovery code, choose “View PDF”.
  5. Once done, click “Save and close”.
  6. Now print and keep your recovery code in a safe place.
  7. After printing, we recommend that you 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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Do I have to create a new recovery code after resetting my account?

No, you do not need to create a new recovery code after resetting your account. However, if you choose to do so, remember to print out a copy of the new recovery code.


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