When something goes wrong
I forgot my master password. What can I do?
Nobody can reset a master password, not even Dankore. But a trusted person or your emergency kit may help. Here are your options.
First, take a breath. This happens to many people. Let us go through your options, one at a time.
Is it the right password?
There are two different passwords. Please check which one you forgot.
- Your account password signs in to our website, https://vault.dankore.com, for billing and settings. That one can be reset by email. See I forgot my account password.
- Your master password opens your vault in the Bitwarden app. That is the one this page is about.
Why we cannot reset it
Only you know your master password. Not even Dankore can see it or reset it. Your vault is locked on your own device with it, before it ever reaches us.
That is what keeps your vault safe. It also means there is no "reset" button for it.
Option 1: Try a few things calmly
- Check that Caps Lock is off on a computer.
- Try typing it slowly, on a computer if you were using a phone.
- Think back to the day you made it. Did you join words with dashes?
- If Face ID or fingerprint still opens the app on one device, keep that device. Please email us before you sign out of it.
Option 2: Your emergency kit
Did you write your master password on your emergency kit? Now is the time to find it. Look with your important papers or in your home safe. Ask the person you told about it.
Option 3: Your trusted person
If you set up emergency access, your trusted person can ask to get into your vault.
- Ask your trusted person to request access in their own vault.
- Wait for the waiting period you chose, for example 7 days.
- After that, they can get in and help you.
Option 4: Start again
If none of these work, the only way forward is to delete the vault and start a fresh one. The items saved in the old vault cannot be brought back.
- Email us at [email protected].
- We delete the old vault and send you a new invitation.
- You choose a new master password and write it on your emergency kit straight away.
Starting again means the saved items are lost. Please try options 1 to 3 first.
Most of your accounts can still be saved. Websites like your email and bank have their own "forgot password" links.
Whatever happens, you are not alone with this. Email us at [email protected] or book in-person help.