What to do if you’re locked out of your account

Steps to recover access if you can’t log in to SafeKeep

If you’re locked out of your SafeKeep account, the recovery process depends on whether you still have access to your verified email or your chosen two-factor authentication (2FA) method. SafeKeep cannot bypass account security on your behalf. The steps below outline how to safely regain access.

1. Try resetting your password

If you still have access to your email:

1. Go to the SafeKeep login screen
2. Click Forgot password?
3. Enter your registered email address
4. Open the password reset email
5. Set a new password
6. Enter the verification code sent to your current 2FA method (email, mobile, or authenticator app)

Once confirmed, you’ll be able to log in with your new password.

2. Lost access to your 2FA method

If you can no longer access your selected 2FA method (e.g. you changed phones or lost your authenticator app), you must use your account recovery code.

To use your recovery code:

1. Go to the SafeKeep login page
2. Enter your email and password
3. When prompted for your 2FA code, click Use recovery code
4. Enter the full recovery code provided to you during onboarding

If the recovery code is correct, you’ll regain access and be able to reset your 2FA method.

If you no longer have your recovery code, SafeKeep will not be able to grant access to your account for security reasons.

3. Lost access to your email

If you no longer have access to your registered email account, SafeKeep cannot verify your identity or grant access. For your protection, we do not allow any alternative identity verification methods outside of the standard recovery process.

4. Can SafeKeep Support help?

Support cannot reset 2FA or give access to accounts if you cannot complete the recovery steps above. SafeKeep does not store your password, cannot bypass 2FA, and will never access your account on your behalf.

If you’re still unsure how to proceed, you can visit our Help Centre for guidance on recovery steps. If you’re experiencing a technical bug (e.g. recovery code not being accepted), you can report this for technical review.

Keep your recovery code safe

When you first set up your SafeKeep account, you were shown a recovery code. This is the only method for regaining access if your primary 2FA method fails. You can find or regenerate this code in account settings while you’re logged in.

We strongly recommend storing your recovery code in a secure, offline location you can access in the future.