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.
  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.

NB. If it was enabled before, your mTAN authentication is now disabled. Please note that it is NOT possible for SecureSafe to reset your password nor can we send you a recovery code for your account. Without your password or recovery code, your data will be irretrievably lost. For this reason, it is important that you keep the recovery code safe.


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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 can not reset your account it if you loose both. Without the recovery code and a valid username-password combination, your data will be irretrievable lost.


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How do I find my recovery code?

You find your recovery code by following these steps:

  1. Log in to your account via your Mac/PC.
  2. Going to "My Account" in the upper right hand corner of your screen.
  3. Click "Recovery".
  4. To download and print your recovery code, choose “View PDF”.
  5. Once done, click “Save and Close”.

We recommend that you completely delete the recovery code from your local device ones you've printed a copy of it. To do so, put it in the trash and choose "Empty trash".

You can use the recovery code under https://www.securesafe.com/recover


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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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