You will receive a notification one month before your subscription expires, prompting you to renew it. Moving forward, each time you log in to your account, we will remind you of the remaining time you have to complete the subscription renewal process:

A warning flag will appear on the subscription status indicator as a gentle reminder to renew your subscription.
Moreover, we will send you an email notification about the approaching expiration of your subscription.

If your subscription expires, your account will not be deleted. You can easily renew it by logging in through a web browser (not on a phone or tablet) and following the necessary steps to complete the renewal process.

Failure to renew your subscription will result in a temporary loss of access to your SecureSafe until the renewal process is completed.

Please note that we do not automatically process charges to your credit card for account renewals.

What do I do if I have forgotten my username?

If you can't remember your username, here are some steps you can try in order:

Option 1: We suggest checking the email account linked to your SecureSafe account. Look for the "Welcome to SecureSafe" email, where you should find the initial email we sent you when you created your SecureSafe account. This email will include your username.
Option 2: If you are unable to locate the welcome email mentioned in Option 1, we suggest utilizing your recovery code to restore access to your SecureSafe account. Simply follow the steps outlined in the designated article for guidance on this process.
Option 3: If you are unable to find your welcome email or recovery code, please reach out to our customer support team using the contact form provided.

What should I do if my account is locked?

To reset your SecureSafe account, perform the steps found in Recovering Your SecureSafe Account.

What do I do if I have forgotten my password?

If you cannot recall your password, you will need to reset your account in order to set a new password. Follow the steps outlined in the guide on recovering your SecureSafe account to reset your account.

Please note: As part of our zero knowledge system architecture, SecureSafe cannot reset your password for you, nor can we provide a copy of your unique recovery code. Your password is not stored in our system for security reasons. If you forget your password and recovery code, unfortunately, your data will be permanently inaccessible.

How can I renew/upgrade my subscription?

To upgrade or renew your SecureSafe subscription, simply follow the instructions provided on the specific page dedicated to subscription management.

What is the recovery code?

The recovery code is a unique 36-digit code that serves as a lifeline to regain access to your SecureSafe account in case you forget your username or password. This code can only be generated and printed from within your SecureSafe account. For step-by-step guidance on how to use your recovery code, please refer to the article on recovering your SecureSafe account.

How do I redeem a voucher for a private safe?

If you already have a SecureSafe account, follow the instructions provided on the specific page dedicated to subscription management.

If you do not yet have a SecureSafe account, simply follow the steps found on the page on creating a SecureSafe account.

How do I activate 2-factor authentication (2FA)?

To activate 2-factor authentication for your SecureSafe account, follow these steps:

Log in to your SecureSafe using your preferred browser.
Click on your username in the upper right-hand corner of your screen.
Choose “Settings” in the drop-down menu.
Click on the “Login & password” option.
Select “Secure login with username, password and SMS (mTan)” to activate 2-factor authentication.

Make sure to verify that you have chosen the right country code and entered your current mobile number before enabling 2-factor authentication.

Make sure to securely store your recovery code, as it will be the essential key to regaining access to your SecureSafe in case you misplace or lose your phone.

I do not receive a SMS on my cell phone and I cannot log in.

There could be various reasons why you are not receiving an SMS on your cell phone and are unable to log in. Here are some troubleshooting steps that may help resolve the issue:

Follow this link and we will send you a few SMS messages using different routes to find a route that is working for your mobile.
Customers from Switzerland: Please contact eCall directly by e-mail.
Be patient. Sometimes, it may take a little longer to receive the SMS, depending on your phone provider and country.
Ensure that your cell phone has a strong signal by moving to an area with better cellular reception.
Please make sure that you have entered the correct cell phone number.
Attempt to access your account again at a different time or from a different location.

How do I delete my SecureSafe account?

To delete your SecureSafe account, kindly refer to the instructions provided on the specific page dedicated to this process.

Permanent Deletion

Deleting your SecureSafe account will result in the permanent deletion of all files and passwords stored within it, with no way to recover them.
If you are part of any Team Safe(s) as a member or administrator, please ensure that you exit or remove yourself from all Team Safes before proceeding with the deletion of your SecureSafe account.

I couldn't find the answer I was looking for. How do I get more support?

If you were unable to find an answer to your problem in our help center or related FAQs, and you have an active SecureSafe subscription, please contact our customer support team.