Your vaults are encrypted on your devices with a key made from your master password and your Secret Key. OpenVireo never has either of them, so nobody, including us, can open your vaults or reset your password for you. That is what keeps them safe if our servers are ever breached.
First, check these
- Is OpenVireo still unlocked somewhere? Where your account is still unlocked, open the web app's Account page (in OpenVireo for desktop: Account → Manage Account…) and change your master password there. Your vaults stay as they are.
- Do you only need a new device? Signing in on a new device needs your master password and the Secret Key from your Emergency Kit. A device you have signed in on before only needs the password.
- Lost the Emergency Kit but not the password? In the web app on a browser that is still signed in, the Account page's Emergency Kit section downloads it again.
Ask for account recovery
If none of that works, request account recovery. A person on our team reviews every request. You can ask for one of two things:
- Billing access only. We email you a one-time link to your subscription, invoices and payment details, for example to cancel. Nothing about your vaults changes.
- A reset of your account. You choose a new master password and get a new Secret Key and Emergency Kit. Your email address, subscription and organization memberships stay.
We first email you a link to confirm the request, so we know the address is yours. Telling us details we can check, such as the name on your card or the date of your last invoice, helps us approve it sooner.
What a reset does
Because nobody can decrypt your vaults without your old keys, a reset starts your account with new ones:
- Your personal vaults, and your access to vaults others shared with you, are put away for 30 days. You won't see them after the reset.
- Every device is signed out, and two-step verification is turned off. You can turn it on again afterwards.
- In each organization, an owner or admin has to confirm you again before you see its vaults. If you are an organization's only owner or admin, nobody can open its vaults until you restore your old keys.
For your security, the reset link starts working 24 hours after we approve it, and we tell you by email when that is. If you didn't ask for a reset, use the cancel link in that email.
Getting your old vaults back
If you find your old Emergency Kit and remember your old master password within 30 days of the reset, sign in with your new password, open the web app's Account page and use Restore vaults from before your reset. Your old vaults come back, and your new password and Secret Key stay. After 30 days, the old vaults are deleted for good.
Shared vaults whose owners changed their keys since the reset can't be restored this way; ask the owner to share them with you again.