Answers to the questions we hear most.

I forgot my password. Can you reset it?

No. Your password never reaches us, so nobody here can reset it. Use your 24-word recovery phrase in the app: it restores your account, sets a new password and signs out every other device.

Where do I get my recovery phrase?

It is shown once, when you create your account. Write it down and keep it offline. If you have lost it, keep at least one signed-in device and change your password from there; a new phrase is issued when you do.

Why do I get a code on a new device?

Two-step verification is on for every account. A new device confirms with a code sent to an email address or phone number you verified. Devices you already use are not asked again.

Can I send email or texts from my private address or number?

Personal addresses and numbers receive only. They exist so you can give them out without giving out your own. Sending texts and placing calls is part of Teams and Enterprise.

How do shared codes work?

You choose a colleague and a period. Your device works out the codes for that period and shares only those. Your colleague never holds the secret, so when the period ends nothing on their side can produce another code.

What happens when I remove someone from a shared vault?

Their access ends immediately, and the vault key is rotated so anything they copied stops being useful. Items are re-encrypted under the new key.

What happens if I stop paying?

Nothing is deleted. Your vaults and codes stay readable, uploads pause, and numbers and addresses are released at the end of the period.

How do I delete my account?

From the app or the website: Settings, then Account, then Delete account, or the account page here. The deletion is scheduled seven days ahead and you can call it off until then. After that the number and address are released, the plan ends, and every row and file is removed. Nothing can be restored, because we hold no key that could read it.

Something else? Write to [email protected].