If you do not remember the password to your account, you can always reset it. This is not a way to recover encrypted files! It’s only to allow you to sign in to the AxCrypt app and web. The new password will be used to encrypt new files.
The message you are seeing is telling you that you are signed in with a password that does not work to open the file in question, and in response to the password prompt you’re then getting – you’re entering the same password again.
When you are signed in, we try to use that password to open the file. If that does not work, we’ll ask you for the file password. In this situation it won’t help to try the same password again. We already did that. That’s what the error message is saying.
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.
You need to remember or find out the password used to encrypt the file in question.