Forgot password, no recovery kit
You've forgotten your password and can't find your 12-word recovery key. Where to look, and what your options honestly are.
On this page
Symptom: you’ve forgotten your password and can’t find your 12-word recovery key.
The honest answer
If you can’t find your recovery key, PIToolkit can’t recover your account. This isn’t a policy a support agent can make an exception to: the key that unlocks your data was never sent to us, so there’s nothing on our side to restore it from. See Your recovery kit.
Before you give up
- Look everywhere physical. Desk drawers, filing cabinets, a safe, folders with other business papers. Most people printed it and put it somewhere sensible.
- Search your computer and password manager. The recovery sheet can be downloaded at signup; look for a saved file, and check secure notes.
- Ask anyone who helped you set up, such as a business partner or assistant.
- Try password variations you might have used, carefully. After five wrong attempts, sign-in pauses for about 15 minutes.
If you find it, choose Forgot password on the sign-in page and follow the recovery steps.
If you can’t find it
On the recovery page, choose I don’t have my recovery key. Your data isn’t deleted, but it stays permanently locked. You can Create a new account and start again. If you find your recovery key later, come back and choose I found my recovery key.
An optional extra safety net for this situation is planned, but it isn’t available yet and will only help accounts that opt in to it in advance.
For portal clients
Portal clients don’t have a recovery key. See If you lose access.