I forgot my password
Set a new TACENZA Chat password yourself with your recovery key. Nobody else can reset it – not even TACENZA – because we never have your password.
Use the recovery key you saved when you created your account. With it, you can choose a new password yourself:
- Open TACENZA Chat and choose the Log in tab.
- Choose Forgot your password?
- Enter your username and your recovery key, then choose a new password (at least 10 characters).
- Choose Set new password.
- Save the new recovery key you’re shown. The old one no longer works.
Your chats, contacts and settings stay as they were – only the password changes. You’re signed out on every device, so log in again with the new password.
After a reset, the old recovery key stops working. Save the new one before you close the page, or you’ll have no way back in next time.
If it doesn’t work
- “That doesn’t look like a recovery key.” A recovery key is 14 groups of 4 letters and digits. Check for typos. Capitals, spaces and dashes don’t matter.
- “That recovery key doesn’t open this account.” The key is wrong, the username is wrong, or the key was replaced. A recovery key stops working when a newer one is made in Settings › Account, or after an earlier reset. Look for a newer copy.
- You don’t have the recovery key. See I lost my recovery key.
Why there’s no email reset
A TACENZA account is a username and a password. The optional email and phone in Settings › Account stay encrypted in your vault, where the server can’t read them, so there’s nothing to send a reset link to. Your password also encrypts your keys. That’s why TACENZA can’t reset it: without your password or your recovery key, nobody can open your account, including us.
Resetting with the recovery key also turns off two-factor sign-in, so it works even if you’ve lost the phone with your authenticator app. Turn two-factor on again afterwards in Settings › Security Center.
Read more: Getting back into your account in the docs.
Still stuck?
Contact support if the steps above don’t work. Never send us your password or recovery key – we’ll never ask for them, and we can’t use them to help you.