Getting back into your account
How to get back into TACENZA Chat with your recovery key, what to do if you've lost it, and the options for getting back into TACENZA Mail.
Nobody at TACENZA can reset your password or open your account – your password unlocks your keys, and we never have it. So getting back in depends on what you saved. This page covers the way back into TACENZA Chat and what’s possible in TACENZA Mail.
TACENZA Chat
Your recovery key is the only way to set a new password. There’s no reset by email or phone: the optional email and phone in Settings › Account stay in your encrypted vault and are never used.
With your recovery key
- On the login screen, select Forgot your password?.
- Enter your Username and your Recovery key. It’s 14 groups of 4 letters and digits; case, spaces and dashes don’t matter.
- Choose a New password and enter it twice.
- Select Set new password.
- Save the new recovery key you’re shown. The old one no longer works.
Your messages and keys stay the same. You’re signed out everywhere, and two-factor sign-in is turned off, so this also works if you lost your phone. Turn two-factor on again afterwards (Password, recovery key and two-factor sign-in).
If it says “That recovery key doesn’t open this account.”, check the username and look for typos. See I forgot my password.
Lost your recovery key but still logged in
Make a new one now: Settings › Account › Make a new recovery key (Password, recovery key and two-factor sign-in). See I lost my recovery key.
Lost everything
Without your password or your recovery key, the account can’t be opened by anyone, including us. You can create a new account with a new username.
TACENZA Mail
Mail accounts are separate from Chat accounts, and work differently.
- Company accounts: ask your company’s admin to select Reset password in Team settings. You get a temporary password and choose your own when you sign in. The reset also turns off two-factor sign-in and removes app passwords.
- Encrypted mail after a reset: it stays locked. Open Encryption, select Use my recovery key, and enter your Mail recovery key and your current password. Without that recovery key, encrypted mail can’t be read by anyone.
- Sign-up accounts have no admin, and there’s no self-service reset yet. Keep your password in a password manager.
- Lost the phone with your authenticator app: add the key you saved during setup to a new authenticator app.