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Hello Frank M Leaver,
Please avoid sending the same query in different mediums. You may get a duplicate response
AxCrypt will allow the users to decrypt the encrypted file with the original password which is used for encryption.
Please check do you login with the correct email address and password in the AxCrypt app.
I think you perhaps are not careful enough when you type the password – or you are not aware that upper and lower case characters are different, and spaces and accents are significant when typing the password.
I suggest you use the ‘show password’ option in both the web and the app, and ensure that what is type is truly identical. This means having the same casing, the same spacing, the same umlauts and accents etc. The following passwords are all different:
AxCrypt will use the AxCrypt account password to encrypt/decrypt the files. The account password is used/involved to encrypt the files with the AxCrypt app.
If the above does not help, Please explain the more detailed information about the issue also some screenshot. we are trying to find the issue and fix the issue as soon as possible. Also you can write an email to our support team email@example.com.