Forums Help & support Lost Password Reply To: Lost Password

#4659 Reply


Hi Alexa,

No, we cannot reset a password for you to regain access to encrypted files. You can reset your password in order to be able to sign in to the app and the web, but already encrypted files remain encrypted with the original password.

That is the main difference between encryption and access control systems, i.e. software that controls your access to data. Encryption permanently scrambles the data based on your password. There is no way to unscramble the data without the original encryption key (which is accessed via the original password).