Walilock uses two separate passwords. Your sign-in password gets you into your account — reset it right below. Your master password encrypts your vault in the app and only you hold it.
Enter the email on your account and we'll send a reset code. This restores account access only — it does not decrypt your vault, which stays sealed by your master password.
Already have a reset code from an earlier email? Enter it here →
Locked out of your vault instead? That's your master password — it can't be reset, and this form won't help. See what to do →
In a zero-knowledge system these are two separate things. Getting one back does not automatically give you the other.
Your sign-in password gets you into your account for sync, billing, and devices. It's recoverable — reset it by email at the top of this page. On its own it re-establishes your session; it does not decrypt anything you saved before.
Your vault is encrypted by your master password, set in the app — we never receive it, so we can't reset it. If you forget it, the data saved under it cannot be recovered — by you or by us. Your emergency kit solves a different problem: a lost, wiped or replaced device.
Two different problems live here, and only one of them is fixable. (Just need back into your account? That's your sign-in password — use the form at the top of this page.)
Your data cannot be recovered — not by you, not by us, and not by an emergency kit. Your master password never reaches our servers and no copy of it or your vault key exists anywhere on our side. There is nothing to hand back.
This tradeoff is the security guarantee: because nobody — not even Walilock — can decrypt your vault, nobody can be coerced or breached into doing it either.
This is what the emergency kit is for. Unlocking needs your master password and a device secret held on that device. If the secret is gone — new phone, wiped device, reinstalled OS — the app can't open your vault even when you type the right password. Restoring the kit puts that secret back.
The kit is generated inside the app and never leaves your device, so we can't send you a copy. Only you have it. It is not a password reset — it restores the other half of the lock, not the password itself.
A vault that rejects a password you're certain about usually means the device secret, not the password — which is the recoverable case above. If you're unsure, talk to us before resetting anything: a reset is the one step that can't be undone.
We'll never ask for your master password or your recovery key. Anyone who does is not us.
Your master password is set in the app and encrypts your vault with keys derived on your own device — it never reaches our servers. There is no copy of it or your vault key anywhere on our side to hand back. That's not a gap — it's the whole point. It's what lets us promise that a breach of Walilock can never expose your passwords. (Your sign-in password is different — that one we can help you reset.)
Our support team can walk you through recovery. We can't reset your master password — that's the zero-knowledge guarantee — but we can help you reset your sign-in password and use your recovery tools.
Or email us directly at support@walilock.com