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, you must use our account removal tool to start fresh. If you are unable to remember your master password this tool will remove your old account so that any of your account admins can send you a fresh invitation. Doing this after removing your old account will allow you to create a new password when you receive the new invitation.
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, removing your account will allow you to receive a new invitation 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.