Question: I’ve forgotten my master password and am unable to log in. Can someone from support help me reset my password?
Answer: If your master password has been lost or forgotten, there isn’t much that Support can do to help aside from removing your account and starting fresh. Please contact email@example.com if you are unable to remember your master password.
Why your password can’t be reset
When you first set up your account, your account is encrypted in a way that can only be decrypted by your master password, ensuring that you (and you alone) have access. This approach is designed to ensure that no one else — including TeamPassword Support — can access your account. For this reason, if your password is lost, Support won’t be able to reset it or recover your data.
If you’re sure that you have forgotten your master password, Support can help you remove your account so that you can create a new one using your primary email address (if you desire).
How to avoid losing your password
When setting up a new account, be sure to use a strong, memorable master password and store a physical copy of your password in a safe and secure place.