Forums Help & support Cannot decrypt says password is wrong

This topic contains 3 replies, has 2 voices, and was last updated by  Prabhukumar R 2 weeks, 1 day ago.

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  • #16034 Reply

    Keith Johnson

    Can I please have someone call me. I have tried downloading axcrypt on 3 machines same password and keep getting an error message saying my password has already been used while trying to decrypt an attachment.

    #16035 Reply

    Prabhukumar R
    Moderator

    Hello Keith Johnson,

    I am sorry to say, Unfortunately, we do not offer telephone support. If you have anything to ask please write an email to our support team support@axcrypt.net.

    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, then you will get the alert message like “You are already logged in with this password! “. So you need to enter the file password.

    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).

    The above situation was happened for you. So kindly try to remember your file password(which is used for encryption) then try to decrypt the encrypted file.

    Please know about the password reset and change, actually both are different. You can check the difference between the Password reset and password change here: https://www.axcrypt.net/blog/password-reset-axcrypt/ .

    #16041 Reply

    Lamar Flatt

    I cannot decrypt some of my files.  It says wrong password but I have only used one password the entire time I’ve had the program.  And some of my files will still open.

    #16043 Reply

    Prabhukumar R
    Moderator

    Hello Lamar Flatt,

    Please avoid sending a same query in different mediums. You may get duplicate response.”

    As I said in the previous email “AxCrypt will allow the users to decrypt the encrypted file with the original password which is used for encryption.

    Please check: If you are trying to decrypt the someone’s AxCrypt encrypted file, then you needs the someone’s file password which was used for file encryption.

    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.

    I am trying to say that, you were tried with some different passwords than the original one. So please try to use the original password to decrypt the files. Because there is no options.

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