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What is a secure vault?

A secure vault is an encrypted place, where all of your important credentials are safely stored. All information that you add there is encrypted at your device level before it reaches their servers. Even they, as a service provider, can’t access it, meaning it's safe from snoopers.

Does NordPass save passwords on their servers?

• Their service is backed by zero-knowledge architecture, meaning that your data is encrypted and decrypted at your device level. All data that you store in your vault is already encrypted, and only you know the details. Your Master Password, encryption, and decryption keys never reach their servers. This is the key reason why they do not provide an automated Master Password recovery via email.

• Also, NordPass has successfully finished an independent security audit by Cure53, a well-respected third-party auditor. You can read more about the audit and what is the meaning of it in our blog post.

What if I forgot my NordPass Master Password?

• Find your Recovery Code. Recovery Code is a 24 symbols code that was prompted to be saved during account setup.

• Launch the NordPass application and select Forgot Master Password. 

• Enter your Recovery Code and select Continue. 

• Create your new Master Password. 

How to change my Master Password?

• Launch your NordPass desktop application or NordPass Web Vault and log in to your account.

• Go to Settings, and click Change Master Password under the Security tab.

• Type your current Master Password followed by your new Master Password.

• Click Change password button to confirm.

How to reset NordPass account?

• First, contact their Customer Support team to reset your NordPass account. In the request let their team know why you want to do a full reset.

• Their support team will send you a reset link to your NordPass email address. If you can't find the letter, make sure to check spam/junk folders in your inbox.

• Open this letter and click on the link.

• Copy the request ID from the letter and paste it into the link along with your email address. 

• Click 'Reset My Vault' to do a full account reset.

• You will get another letter confirming that your NordPass vault has been reset. In the same letter, you will also receive a request ID to cancel the reset in case you find your Master Password or Recovery Code. You will have 7 days to cancel the reset, after that, your vault will be deleted permanently.

• After reset, open your NordPass application and log in to your Nord Account (this password was not reset. If you lost your Nord Account password you can reset it here). 

• Go back to the NordPass application and create a new Master Password. Also, don't forget to generate your Recovery Code as well. 

• If you are still asked to enter your Master Password instead of creating a new one, try to re-login to your Nord Account. To log out, simply click on the Log out button next to your email address.

• Now, log in to your Nord Account again and open the NordPass application to create a new Master Password.