Account Recovery for business users

Introduction

If you have forgotten your Master Password, lost access to your Linked apps and browsers, and/or lost the Recovery Code, you can regain access to the Business vault. You can do this through the NordPass application.

Here's what to do

If you have the recovery code

1. Log in to your NordPass account.
2. Depending on your access, click one of these options: "Forgot your Master Password?", "Biometrics not working?", "Forgot your PIN?", or "Can't access your linked browser or app?".
3. Find your recovery code. The recovery code is a 24-character code you were able to receive on the application “Settings” page.
4. Enter your 24-character recovery code and select the "Continue" button.
5. Depending on your organization settings and Decryption method, NordPass will ask you to:
   • Create a new Master Password
   • Enroll a new linked app or browser
6. After completing these steps, your account will be accessible again.

If you do not have the recovery code

1. Log in to your NordPass account.
2. Depending on your access, click one of these options: "Forgot your Master Password?", "Biometrics not working?", "Forgot your PIN?", or "Can't access your linked browser or app?".
3. Next, select the "Forgot Recovery code?" button.
4. Confirm that you understand you will not be able to access NordPass until your recovery request is approved by selecting the "Continue" button.
5. Depending on your organization settings and Decryption method, NordPass will ask you to:
   • Create a new Master Password
   • Enroll a new linked app or browser.
6. Once completed, you will receive a four‑digit confirmation code. Share this code with your organization Owner when they ask for it.
7. The organization owner will need to approve your request.
8. Once approved, you will receive a confirmation email. From then on, you can use your new Master Password or the newly enrolled linked app or browser to access NordPass.

Additional tips

• If the only organization owner loses the Master Password and doesn't have recovery codes, contact the Customer Support team.
• Never reuse old passwords, and create a strong Master Password that is 12 characters, includes uppercase and lowercase letters, and mixes special characters and numbers.
• If recovery is completed via a linked app or browser, only that app or browser will remain approved - you will need to link other apps and browsers again.