How to recover a forgotten Master Password as an MSP member

Introduction

This guide will explain how a NordPass MSP member who has lost access to their Master Password can regain it, and how a NordPass MSP Owner or Admin approves the recovery request.

 

Before you start

Assisted MSP Master Password recovery can be used if:

  • There is at least one other MSP Owner or Admin in the MSP who has created a Master Password and can remember it
  • The approving member holds the MSP Owner or MSP Admin role

    Note: MSP Technicians cannot approve a recovery request, as their cryptographic access is limited. Only MSP Owners and MSP Admins hold the encryption keys required to complete the recovery.

 

Here's what to do

How to request Master Password recovery

  1. Log in to the MSP panel and, on the Master Password prompt, select the "Forgot Master Password" option.
  2. Create a new Master Password.
  3. Download your new Recovery Code and store it in a safe place. It will be needed if you forget your Master Password. 
  4. A one-time 8-character code will be generated. Share this code with your MSP Owner or Admin using a separate communication channel, such as a phone call or a message.
  5. Wait for the MSP Owner or Admin to approve your request. You will receive an email notification once the request has been approved.
  6. After the approval, log in to the MSP panel and unlock your encrypted information with your new Master Password.

    Note: Your old Master Password and Recovery Code remain valid until the request is approved. If you remember either of them and use them to log in, the recovery request will be cancelled, and you can continue using your old Master Password.

 

How to approve a Master Password recovery request

  1. You will receive an email notification that an MSP member is requesting Master Password recovery.
  2. Log in to the MSP panel as the MSP Owner or Admin.
  3. Open the pending recovery request and enter the 8-character code you received from the member.

    Note: Confirm that the request is genuine before approving it. Contact the member directly through a channel you trust to verify that they requested the recovery.
     
  4. Verify your decision by selecting the "Confirm" button.

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