"My passphrase isn't working"
If you think you've lost your passphrase because you are receiving "Login Failed" notifications, the first thing to do is make sure you are entering your passphrase correctly. You can do this by clicking the "eye" icon to show your passphrase, making it easier to check for possible typos.
If this does not solve the problem, try to think back to when you signed up for your Peerio account — did you write your passphrase down and store it somewhere safe? Did you have some trick to help you remember it?
"I have lost my passphrase"
Unfortunately, if you have lost your passphrase, there is nothing we can do to recover your account.
Peerio's security depends on you being the sole owner of your passphrase — the private key used to encrypt/decrypt your data. In other words, if you give your passphrase to someone, you are giving them full access to your account. Peerio was designed so that we cannot remove, modify, or access your passphrase under any circumstances — making your data truly yours, private and secure from third parties.
This also means that you must keep your passphrase somewhere safe.
"How do I keep my passphrase safe?"
In order of security, these are the best options for securing your passphrase:
- Remember your passphase! Take some time to remember those six words beyond any doubt.
- Write your passphrase down on paper. Even if you feel like you will remember your passphrase, it may not hurt to write it down, just in case. If you do, store this paper somewhere secure. "On paper" is important! Do not record your passphrase in plaintext anywhere online (e.g. an email).
- Use an encrypted password manager. If you don't think you can remember your passphrase, but you want to have it accessible when you use other devices, consider using a password manager. A good password manager will be encrypted, open-source, and professionally audited. An offline password vault is generally safer than an online password manager. We do not recommend cloud-based password managers for high-risk users.