Why there are keys
Saved reports are encrypted so that only your firm can read them. The key that opens them is made on your computer and never reaches us unprotected. This is what lets us say that we cannot read your reports.
Signing in on another computer
Sign in as usual. A passkey that is synced by your password manager or your phone works on the new computer. With a passphrase, sign in with your password and authenticator code, then type the passphrase.
I lost my passkey or forgot my passphrase
Choose Lost your passkey? on the sign-in screen and enter your recovery code. You then set a new way to unlock and are given a new recovery code. Store it as carefully as the first.
I have no recovery code either
You can set up new keys. What happens next depends on your role:
- A member: an owner shares the firm’s key with you again, and the saved reports open.
- An owner: you make a new key for the firm. Reports saved before stay closed to you. A member who still holds the earlier key can still open them.
Can you reset it for me?
No. We do not hold your keys, so there is nothing we can reset. It is the cost of nobody else being able to read your reports.
Good practice
- Add a second passkey in Settings, under Security.
- Keep the recovery code in a password manager.
- Have more than one person in the firm hold the firm’s key.
Still stuck? Write to support, and never include a client's name, documents, or identifiers.