This happens to everyone and we try to make the process of resetting your password as transparent as possible.
Resetting your password requires access to the email address associated with your account and the 12-word backup phrase that you receive after opening an account.
Getting a reset password link
We must confirm that you are the owner of the account you're trying to reset the password for. We are doing it by sending you a one-time link for password change.
Click "Forgot password?" on the login page to navigate to the password reset form.
You will see the form asking you to enter your email for the account you want to reset the password for. Fill in the email address and then hit the Send email button to proceed.
We aim to protect our users' privacy so regardless of whether or not an associated account was found, you will see the following message confirming that password reset request has been received.
Changing the password
You should see an email from Vaultie Team with Reset password instructions. Click the Change password button in the email to navigate to change password page.
In the change password form fill in the account backup phrase (12 words in the order of appearance).
💡You can copy and paste the entire phrase into the first field, the rest will be automatically populated.
Then create a new strong password, which satisfies the following conditions:
- No more than 2 identical characters in a row
- Special characters (!@#$%^&*)
- Lower case (a-z), upper case (A-Z) and numbers (0-9)
- Must have 8 characters in length.
And submit the form. Your password is now successfully changed.
If you have any questions regarding your password change, please contact our support team via email at firstname.lastname@example.org.