If the file was encrypted with a different password than your sign in password, then you have to enter the file password while viewing/decrypting the encrypted file.
Password Reset is not a way to recover encrypted files! It’s only to allow you to sign in to the AxCrypt app and web.
For Example: Try to encrypt a file with your AxCrypt password and then reset your AxCrypt account password using Reset Password Feature. Now if you open the encrypted file, you will be prompted for enter the file password (which is used for encryption of the file).
So the encrypted files before password resetting, holding the old password. Now you have to enter the old password to decrypt/open the AxCrypt encrypted files which are all encrypted before the password reset.
Newly encrypted files after resetting, holding the new password. So You can open/decrypt the newly encrypted files without entering your file password.
AxCrypt is file encryption with no backdoor.
Unfortunately, if you do not know the password for an AxCrypt-encrypted file you cannot open it, even if you can sign in to the account. This is by design. it’s just this situation that AxCrypt is made for and it works like this even if you actually are the original owner of the file.
If you think you almost know the password, we have simple software allowing you to try to find your password, and you can download the most recent version from https://account.axcrypt.net/Download/AxBruteForce.exe and read of how to use it at https://www.axcrypt.net/axcrypt-brute-force/ . Please note that we cannot provide support beyond this.
So try to decrypt your AxCrypt encrypted file(s) with the original file password which was used in the file encryption.