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.
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 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.
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.
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.
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.
After their initial login, users are asked if they would like to set up Account Recovery using an account recovery phrase. This is especially important if you forget your master password during the account recovery process which is based upon an account recovery phrase, backup verification code (sent via email) and two-factor Authentication code (if enabled).
In addition to enabling an account recovery phrase, we recommend turning on Keeper's two-factor authentication feature from your account's "Settings" menu.
Account Recovery will be automatically available to all users who have signed into Keeper after August 2015. To setup Account Recovery, simply open Keeper through the Web Vault, iOS, Android or Desktop app and from the login screen, select Forgot Password. Keeper will then walk you through a few steps to change your master password and recover your account. These steps will include a series of prompts requesting the following actions:
Enter your email address to initiate the account recovery process
Enter a backup verification code
Enter your account recovery phrase
Enter your two-factor verification code (if enabled)
Enter a new master password
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.
