Forums Help & support can't open document

This topic contains 4 replies, has 2 voices, and was last updated by  Pietro 1 year, 7 months ago.

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  • #13299 Reply

    Ruth Kuttler

    I have reset my pw twice and still can’t open my encrypted document. When I right click and decrypt, I keep getting a pw field and it tells me I am logged in but the file won’t open. Please help.

    #13300 Reply


    I have got the same problem, I have reset my pw and now I can sign in but I can’t open my encripted files, please help

    #13301 Reply


    I Believe that to open the encrypted files we need the original pw used for encripter the files, AxCrypt should have the password history and provide it to us

    #13302 Reply

    Prabhukumar R

    Hello Pietro,

    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

    Password reset 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.

    After resetting your AxCrypt account with a new password, You will get access to the AxCrypt account server and application too. But you can’t decrypt the old encrypted without knowing the file password(which was used in the file encryption).

    Because the encrypted files before password reset holding an old password. So you have to enter the file password to decrypt/open the old AxCrypt encrypted files(which are all encrypted before the password reset).

    After password reset, the newly encrypted files holding the new password. So we can open/decrypt the newly encrypted files without entering your file password.

    For more info about Password Reset : and change here:

    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.

    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 and read of how to use it at . Please note that we cannot provide support beyond this.

    AxCrypt is file encryption with no backdoor, that means AxCrypt do not store user’s account password, anywhere.

    Please note: Always take a regular backup or keep a separate copy of your important files.

    #13303 Reply


    Dear Prab,


    thanks for your answare, as I well understand, i can sign in with a new password but I have to open the old cripted file with the old password used to encripted, so the only way is to keep trying to open it with different password until I get the one I have originally used.

    So is useless to reset again,


    best regards


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