Locked Out of Your Password Manager

Locked Out of Your Password Manager

Overview

Company password managers such as 1Password, Keeper and Bitwarden are built so that nobody, including IT and the vendor, can see or reset your master password. That keeps your passwords safe, but it also means there is no "forgot password" email that resets it. This guide covers the ways back in, from easiest to last resort.

Before You Begin

  • Do not create a new account with the same email. It can make recovery harder and your saved passwords will not be in it.
  • Have your phone handy, plus your Emergency Kit or recovery code if you saved one when you set up the account.

Steps

Try a Device That Is Still Unlocked

  1. Check your phone, tablet or another computer. If the password manager app is still signed in there and opens with your fingerprint or face, you are not fully locked out.
  2. Open the app there and copy anything urgent you need right now.
  3. Keep trying to remember the master password. Many people find it once they stop guessing in a hurry, often a variation of an older password.

Use Your Emergency Kit or Recovery Code

  1. Look for the PDF or printout you saved during setup, often named Emergency Kit (1Password) or a recovery phrase or code (Keeper, Bitwarden).
  2. Go to the password manager's sign-in page and choose the recovery or account recovery option.
  3. Follow the prompts and set a new master password.

Ask for Company Account Recovery

  1. If your company's password manager is set up with admin recovery, an administrator can start a recovery for you. Your saved items stay in place.
  2. Open a ticket with your name, the email you sign in with, and the password manager you use.
  3. We will confirm your identity, usually with a call to a number we have on file, before starting recovery. This protects you from someone impersonating you.
  4. You will get an email with a link to set a new master password. Use it promptly, because it expires.

After You Are Back In

  1. Write your new master password on paper and store it somewhere safe at home until it sticks. Do not save it in a file on your computer.
  2. Turn on fingerprint or face unlock on your phone and computer so you type the master password less often.
  3. Download a fresh Emergency Kit or recovery code if your password manager offers one.

Troubleshooting

  • If the app says your account is locked after failed attempts: wait 15 minutes before trying again, then open a ticket if it stays locked.
  • If you can sign in but your items are missing: you may be in a different vault or a personal account. Check the vault switcher at the top of the app.
  • If you get a recovery email you did not ask for: do not click it. Report it with Report a Suspicious Email.

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Need More Help?

Submit a ticket at support.bostonmit.com or email support@bostonmit.com.