Introduction

Zivver sends a recovery code to your mailbox when you create an account and each time you change your password. Each code corresponds to a password and can only be used to recover messages that were sent or received while that specific password was in use. When your password is changed, all messages you sent before the change become inaccessible until you enter the correct recovery code. You must log in with your new password and enter the recovery code that corresponds to your old password(s) to restore access to your Zivver messages.

This document explains how to restore access to Zivver messages after a password reset.

Info

Access to messages in managed user accounts that log in using SSO can only be restored by an administrator.

Find your recovery code

Zivver sends a recovery code to your mailbox when you create your account and each time you change your password. Each code corresponds to a password and can only be used to recover messages that were sent or received while that password was in use.

You can find your recovery code in your mailbox on the date you created your account or last changed your password. Zivver indicates the date and time when the recovery code was sent. The message also includes a sequence number in the subject line.

The subject line of this email contains Zivver recovery code and a sequence number.

Enter your recovery code

To access old messages after a password change, you need to enter your recovery code:

1. Log in to the Zivver WebApp.
2. Go to your Zivver inbox.
3. Click the message you want to restore.
   A new window opens and prompts you for a recovery code. The subject line of the email containing the code is shown.
4. Open your email inbox and find the recovery code, if you haven’t already.
5. Return to your Zivver inbox and enter the recovery code.
6. Click Recover messages.
   You have successfully restored access to Zivver messages sent or received using the password that corresponds to the recovery code you entered.

Recover messages using your old password

You can also use your old password to recover your old messages. In that case, you no longer need a recovery code:

1. Log in to the Zivver WebApp.
2. Click the Settings icon.
3. Click restore Message recovery.
4. Under the Recover access to your old messages header, click restore recover.
5. Check the box I remember my old password.
6. Enter your old password.
7. Click Ok.

Your old messages have now been recovered.

Get a new recovery code

If your recovery code is lost or compromised, you can request a new one. The new recovery code grants access to all messages sent or received since your last password change. The old recovery code will become invalid. To request a new recovery code:

1. Log in to the Zivver WebApp.
2. Click the Settings icon.
3. Click restore Message recovery.
4. In the Message recovery pane, click Send new code.
   A new recovery code is sent to your email.
   The previous recovery code for your current password becomes invalid.

Note

The new code can only restore access to messages that were encrypted with your current password.

What to do if you’ve lost your recovery code and old password

If you’ve lost the required recovery code and no longer remember your old password, it’s not possible to recover your old messages. Contact the sender of the inaccessible Zivver message(s) and request that they resend the message in a new conversation. Conversations started after the password reset will still be available in your inbox.