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Processing Recovery Requests

When an employee forgets their Master Password, they can submit a reset request directly from the Enpass app. Access Recovery is a privacy-preserving, dual-party process. The user initiates the request, and a Recovery Admin reviews and approves it from the Admin Console. Once approved, a time-limited recovery link is generated and shared with the user, who uses it to set a new Master Password on their devices. Neither party can complete the process alone, and at no point does the admin gain access to the user's vault, credentials, or password.

How a User Submits a Recovery Request

  1. On the Enpass unlock screen, after entering an incorrect password, the user clicks Forgot Password.

  2. The user clicks Continue to start the recovery request.

  3. If prompted, the user enters their work email address and clicks Send Code.

  4. The user enters the six-digit verification code sent to their email, then clicks Confirm.

  5. Once submitted, the user sees a confirmation and is instructed to contact their administrator.
    Read more about the user process at: Access Recovery for Users

A Recovery Admin is notified by email (per your notification settings) and the request appears in the Admin Console.

Approving a Recovery Request

Requires Recovery Admin permissions. The Enpass desktop app must be installed and active on the Recovery Admin's computer.

  1. In the Admin Console, go to Recovery and locate the pending request.

  2. Click ⋮ beside the request and select View.

  3. In the Approve Recovery Request overlay, confirm the legitimacy of the request, then click Approve.

  4. If Enpass is not already open, you will be prompted to launch it.

  5. In the Enpass mini assistant window, click Approve, then click Copy Link when prompted.

  6. Send the recovery link to the user via email, chat, or any secure channel. The link is time-limited and bound to that user — they can use it across multiple devices within the validity window.

  7. Return to the mini assistant window and click Done.

The user can now set a new Master Password and regain access to their vault on all their devices.

Note: Previous vault backups remain encrypted with the old Master Password and cannot be accessed with the new one.

Declining a Recovery Request

  1. In the Approve Recovery Request overlay (Step 3 above), click Decline instead.

  2. Provide a brief explanation for the decline, then click Decline.

  3. The user receives your explanation and can resubmit a request after addressing the issue.

Request Statuses

Status

What It Means

Pending

The user has submitted a request and it is awaiting admin review.

Approved

The request has been approved and a recovery link has been generated.

Link Used

The recovery link was used by the employee to reset their password.

Expired

The recovery link was not used before the configured expiry time elapsed. The user will need to submit a new request.

Declined

The request was declined by a Recovery Admin.

If a link expires: The user must submit a new recovery request. Expired links cannot be reused or extended. Consider adjusting your link expiry time if users frequently miss the window.