In the event of a user forgetting their master password, the normal recovery procedure is for the user to select "Need Help?"-> "Forgot Master Password" from the Web Vault or Desktop App login screen. This allows end users a self-service reset by answering their custom security question and answer. In the event a user never setup or forgot their custom security answer, "Vault Transfer" can be used to recover the account. This assumes vault transfer was configured and accepted by the end user prior to getting locked out.