Master Password Reset & Account Recovery
How to recover your Keeper account
Overview
Keeper is a zero-knowledge platform. Please note that if you forget your master password and lose your recovery phrase, you will not be able to login to your vault and Keeper Support will be unable to help you regain access.
Consumer and Family Plan customers: If you have forgotten your master password and have lost your recovery phrase, please create a new account. To create a new account with the same email address, please reach out to deleteme@keepersecurity.com for assistance. If you still need assistance, open a support ticket with our consumer support team.
Enterprise and MSP end-users: Business accounts may login to Keeper using a Single Sign-On product, and there is no master password involved. If you are an end-user in a business account, please contact your Keeper administrator for assistance. If you still need help, open a ticket.
Enterprise Admins: Please open a ticket with Keeper support.
What to do if you forget your Master Password
From the Web Vault or Desktop App, click on Need Help > Forgot Master Password to begin the account recovery process. If you forgot your master password and you lost your recovery phrase, Keeper support cannot help you.
If you are able to login with biometrics (Face ID, Touch ID) on a mobile or desktop device, simply login and then visit the Settings > Reset Master Password screen.
If you exceeded the number of failed attempts, please contact support and we'll reset the throttling system for you to try again.
Once you recover your account, make sure to back up your Master Password and Recovery Phrase somewhere safe, so this doesn't happen again.
Account Recovery
Keeper provides account recovery using a randomly generated 24-word recovery phrase. The recovery phrase can be used to regain access to your Keeper Vault in case you forget your Master Password.
Keeper implements recovery phrases using the industry-standard BIP39 word list, which is a set of 2,048 words used to generate an encryption key with 256 bits of entropy. Each word in the BIP39 list is carefully chosen to improve legibility and make the recovery process less error-prone.
The recovery phrase is generated locally on the user's device using the BIP39 word list. Keeper's backend systems do not have access to this recovery phrase, nor do any employees of Keeper. Keeper is a zero-knowledge platform and we cannot assist in the recovery process.
Resetting Your Master Password
Web Vault & Desktop App
If you would like to change your master password from the Web Vault & Desktop App, click the account dropdown menu (your email), select Settings and next to "Master Password" click Reset Now. You will then be prompted to enter your current master password and create and confirm a new master password.
If you are able to log into Keeper's mobile app using Biometrics, you can reset your master password without having to enter your current master password. Navigate to Settings > Reset Master Password and authenticate with Biometrics.
iOS and Android Mobile App
To change your master password on iOS and Android devices, from Settings, scroll down and tap Reset Master Password. You will then be prompted to enter your current master password (unless Biometrics is enabled and you are authenticated), then create and confirm a new master password.
Account Recovery Setup
Upon initial vault login, new users will be prompted to set up Account Recovery. Click Generate Recovery Phrase to begin.
Once your recovery phrase has been generated, be sure to store it in a safe place. For added convenience, you will be given the option to copy or download it. Check the box to acknowledge you have stored it in a safe place and click Set Recovery Phrase to complete the setup.
Reset Recovery Phrase
If you know your master password and would simply like to setup Account Recovery, from the account dropdown menu (your email) select Settings > Recovery Phrase.
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