I lost my recovery key

If you can still log in, you’re fine: make a new recovery key now.

1. Log in to TACENZA Chat.
2. Go to Settings › Account and find Recovery key.
3. Choose Make a new recovery key and enter your current password.
4. Save the new key somewhere private, like a password manager or on paper.

The old key stops working at once. That also protects you if someone else found it.

If you’ve lost both your password and your recovery key

Then the account can’t be opened – by you, by us or by anyone else. Your password and recovery key are the only two things that unlock your keys, and TACENZA has neither. An email or phone number saved in Settings › Account can’t be used to get back in, and we can’t check who owns the account.

What you can do:

1. Look again. Check your password manager, browser’s saved passwords, downloads folder (the key can be downloaded as a file) and any paper notes. If a device is still logged in, you can make a new recovery key from there – but you’ll need the password for that too.
2. Start a new account. Create a new account with a new username, and let your contacts know. Your old chats can’t be moved over, because nobody can decrypt them.
3. Let the old account go. An account nobody logs in to for 6 months is deleted automatically, together with its username.

If you’ve lost your authenticator app too

Two-factor sign-in can only be turned off with the recovery key or from inside your account. If you still know your password but lost both the key and your authenticator app, you can’t get past the code. See My two-factor codes don’t work.

Read more: Password, recovery key and two-factor sign-in in the docs.

Still stuck?

If you think something else is wrong, contact support. We can explain what’s possible, but we can’t open accounts. Never send us your password or recovery key.