Hello ian hurst,
We have literally hundreds of thousands of users a succeed in signing in, both using the app and the web.
AxCrypt will allow the users to decrypt the encrypted file with the original password which is used for encryption.
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.
While viewing the encrypted file (having different password than your sign in password), you have to enter the file password. If you enter the AxCrypt account password instead of file password, So you need to enter the file password.
For more info about Password Reset: https://www.youtube.com/watch?v=O6whtjSb3pc and https://www.axcrypt.net/blog/password-reset-axcrypt/
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.
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.
Still, you can open/decrypt the old encrypted files with the original file password(which was used in the file encryption process).
Still, you are asking any issues, please provide more information about the issue and write a mail to email@example.com.