I lost my recovery key

AlBo

I lost my recovery key

Gjoksi

Hello.

Check out this article:

https://www.bitdefender.com/consumer/support/answer/1520/

Pay attention on this part:

"Note: If you do not remember the current master password, click the I’ve forgotten my password option on the same screen. Enter the 24-digit Recovery Key provided during the initial Bitdefender Password Manager setup, then type a new master password. If you forget or misplace both the Master Password and the Recovery Key, as a last resort, contact a Bitdefender representative to help reset your account. Resetting your account will erase all your data and passwords saved in Bitdefender Password Manager."

Regards.

AlBo

Thanks. I've talked to them and the guy relayed request to manager. Now I'm waiting e-mail with instructions.

Bob Grinham

How can I retrieve my recovery key?

Alexandru_BD

Hi @Bob Grinham,

If you forget or misplace both the Master Password and the Recovery Key, as a last resort, contact a Bitdefender representative to help reset your account. Resetting your account will erase all your data and passwords saved in Bitdefender Password Manager.

You can use this link to get in touch with the Support teams:

https://www.bitdefender.com/consumer/support/help/

Regards

MWith

I use the original Recovery Key to reset my Master Password. As I understand it, a new Recovery Key is issued? Where or how do I get that new Recovery Key? Can I initiate this while logged in? Note: while resetting the master password, the recovery screen kept spinning indefinitely, no messages were provide of completing the process although the new password works. This needs more documentation.

Flexx

https://community.bitdefender.com/en/discussion/comment/324405#Comment_324405

Kindly have a look at below stated link by bitdefender support

https://www.bitdefender.com/consumer/support/answer/1520/

Regards

MWith

Thank you for the quick reply. Steps #8 and #9 is where the process failed.

"8. Wait a few moments until Bitdefender resets the old master password. Do not exit your web browser!"

"9. Next, you are provided with a new 24-digit recovery key. Make a note of the recovery key in a safe place and don’t lose it. This key is the only way to access your passwords saved in Password Manager in case you forget the master password."

I waited for about an hour and it never made it to step #9.

So, I assume that is the only way to get a recovery key and calling customer support is the next step?

Flexx

https://community.bitdefender.com/en/discussion/comment/327629#Comment_327629

Kindly contact the bitdefender support by visiting https://www.bitdefender.com/consumer/support/ and scroll down to the bottom of the webpage where you can get in touch with support representative either by email, chat or over a call.

Alternatively, you can also share your query with bitdefender support team by dropping them an email at bitsy@bitdefender.com

The support team will reply back to your query within next 24-48 hours excluding weekends.

Regards

David F

Hi,

How do I retrieve my master password and recovery key because I've forgotten them ? Thank you . Kind regards David .

Alexandru_BD

https://community.bitdefender.com/en/discussion/comment/340536#Comment_340536

Hello. Check the above comment:

https://community.bitdefender.com/en/discussion/comment/324197#Comment_324197

Regards,

Alex

GGChris

I don't remember the Recovery Key how would I have received it?

GGChris

Alexandru_BD

Hi,

Check the first answer where it says "Enter the 24-digit Recovery Key provided during the initial Bitdefender Password Manager setup."

If you forget or misplace both the Master Password and the Recovery Key, as a last resort, contact a Bitdefender representative to help reset your account. NOTE: Resetting your account will erase all your data and passwords saved in Bitdefender Password Manager. The contact methods are listed above on this thread.

Regards

Flexx

https://community.bitdefender.com/en/discussion/comment/350032#Comment_350032

@Alexandru_BD, as far as I know, if someone has lost access to the master password or the recovery options for the Bitdefender Password Manager or Bitdefender SecurePass, there is no way to recover them. Bitdefender support can only reset these products so they can be set up again, but they do not have access to any stored data.

Regards

Alexandru_BD

Yes, they need to reset the account. They cannot provide recovery codes.