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Error "There appears to be a mismatch in the registered keys"

This error appears in the Enpass app when there is a mismatch in the registered Enpass Hub keys used to identify the user to the keys in their vault:

"There appears to be a mismatch in the registered keys used when identifying your Enpass app to your organization's Enpass Hub. Please contact your administrator for help resetting your keys."

Cause

This conflict typically occurs when a user manually deletes their primary vault from OneDrive or Google Drive, then launches Enpass and creates a new vault. This generates new Hub keys in the user's vault that no longer match what the Hub has on record.

The conflict prevents the user from sharing or accessing vaults and using other Enpass Hub features. If the affected user is a Recovery Admin, it also prevents them from performing Access Recovery tasks.

Resolving the Conflict

This must be resolved by a Super Admin from the Admin Console.

  1. Go to Recovery > Manage Recovery Admins.

  2. If the affected user is listed as a Recovery Admin, click ⋮ and select Remove.

  3. Navigate to Users, find the affected user, click ⋮, and select Details.

  4. Click the Reset Enpass Hub Keys button.

  5. Click Reset to confirm.

  6. Notify the user that their Hub keys have been reset and they must quit and relaunch their Enpass app.

  7. If the affected user is also an administrator, their Enpass app will prompt them to authenticate again after relaunch.

  8. If the affected user was a Recovery Admin, once they have re-authenticated, go back to Recovery > Manage Recovery Admins and add them back to the list.

Important: Ensure your organization always has multiple Recovery Admins. If your organization has only one Recovery Admin and they become unavailable or lose access, it will not be possible to manage Access Recovery for your users.