Locked after a reload
PIToolkit asks you to unlock your workspace after a reload or in a new tab. Why, how to fix it, and what to do if unlocking fails.
On this page
Symptom: you reload the page or open PIToolkit in a new tab, and instead of your dashboard or case you see Unlock your workspace.
This is expected
The key that decrypts your data lives only in the memory of the tab you signed in on. A reload or a new tab starts without it. You’re still signed in; the tab just needs your password to rebuild the key.
The fix
Enter your password and choose Unlock. You’re back where you were. The unlock prompt accepts your password only; not your recovery key or a two-factor code.
If unlocking fails
- “That password doesn’t match the one you created this account with.” Check caps lock, stray spaces, and whether your password manager filled in an old password. There’s no penalty for retrying.
- You’ve forgotten your password. Choose Sign out instead, then use Forgot password on the sign-in page with your recovery key. See Your recovery kit.
- The prompt won’t load, or you see a key or encryption error. See Encryption not working in your browser.
If it happens with no reload or new tab
Browsers sometimes discard background tabs to save memory, which has the same effect as a reload. If you’re asked to unlock when that doesn’t explain it, contact support from Settings, section Help & audit log, Contact support, and describe when it happens.