Scenario: I've lost my passphrase

Pro

Cloud

Description

This page is a step-by-step user guide on how to proceed in case of a passphrase loss.

Steps

Step 0: Help, I lost my passphrase

Step.0

When trying to log in, I notice that I do not have my private key. As the above picture is showing, I can click on "Help, I lost my passphrase".

fig. Help, I lost my private passphrase

Step 1: Request account recovery

Step.1

As I lost my passphrase, I can click on the button "Request account recovery".

fig. Request account recovery

Step 2: Check your mailbox

Step.2

When I'm ending up on this screen, I know that an email has been sent to my mailbox in order to start the account recovery process.

fig. Check your mailbox

Step.2

Receiving this email, I can click on "Start recovery".

fig. Start recovery

Step 3: Choose a new passphrase

Step.3

Here, I need to choose a new passphrase and click on "Next".

fig. Choose a new passphrase

Step 4: Customise the security token

Step.4

I'm choosing here three letters and a color to be able to quickly verify that the form is coming from passbolt, and click on "Next".

fig. Customise the security token

Step 5: Please wait, while your request is processed

Step.5

When I'm ending up on this screen, I know that an email has been sent to administrators in order to accept my account recovery request. I need to wait until the approval which will come by email.

fig. Please wait, while your request is processed

Step.5

Receiving this email, I can click on "Complete account recovery".

caution

This link must be opened in the same web browser the passphrase was reset.

fig. Complete account recovery

Step 6: Complete recovery

Step.6

Here, I need to enter the new passphrase I chose, while checking the security token customisation. When entered, I can click on "Complete recovery".

fig. Complete recovery

Step 7: Store your recovery kit in a safe place

Step.7

Time for me to store my new recovery kit in a safe place, to tick the box "I safely store my recovery kit", and to click on "Next".

fig. Store your recovery kit in a safe place

The end

At this stage, you should have recovered a full access to your passbolt account!
Thank you for reading.