Losing access to your account can be frustrating, but your recovery key can help you regain access without losing any encrypted data. In this guide, we'll go over what a recovery key is, where it might be saved, and how to use it to regain access into your account.

What is your Cloaked Recovery Key (Recovery Kit)

Your Cloaked Recovery Key (sometimes referred to as a Recovery Kit) is a unique code that can be used in combination with your username or recovery email address to reset your password and recover your username for Cloaked.

This key is only known to you! Even our support agents do not have access to your Recovery Key. If you lose this Recovery Key (Recovery Kit) and forget your password, the only option will be to perform a hard reset on your account which will result in data loss. 

Finding your recovery key

You would have been prompted to save your recovery key when setting up your password for the first time. This would likely have been saved on the device that you used at that time. The recovery key may have been saved in the form of a PDF document on a computer or a screenshot saved to your device's camera roll or gallery on a mobile device.

On Desktop

If you downloaded your key on a desktop or laptop, by default it would be in your downloads folder with the name "recovery-key.pdf". Some other possible names, depending on when you downloaded it, could include: "Recovery-PassPhrase", “cloaked-recoverykey”, or "yourusername_key_cloaked.pdf".

If you created your account a long time ago and have not logged in recently, you may have a collection of 3 secret keys in a similar PDF. While these may potentially be out of date, if you have not used your account for a long time they may be the most current keys available. They would likely appear on your computer under the default file name: "Secret-Key".

On Mobile

On mobile, you would likely have been prompted to save it to your files directly on your device and/or take a screenshot. A screenshot would live in your screenshots folder, and you can access files in your Files app. Click here to see Apple's guide on where that folder would be on an iOS device, and click here to see Google's guide on where to view files downloaded to your Android device.

Downloading your recovery key

If you are already logged into your account on a different device, you can download your recovery key from that device and send it to the device you are looking to log into Cloaked on. Here are some instructions on how you can download your recovery key on a computer or laptop, on iPhone, and on Android.

Computer or Laptop

In order to download your recovery key from a computer browser, please follow these instructions:

1. On the https://my.cloaked.com/home page, click on the Profile Icon at the top right
2. Click Settings
3. Click on Account recovery
4. Click Download recovery kit
5. Enter your Cloaked password and press Download recovery kit
6. This will download your recovery kit as a PDF document to your computer or laptop in the Downloads folder.

iPhone

In order to download your recovery key on an iOS device, please follow these instructions:

1. On the Home Tab of the Cloaked App you'll need to tap on your Profile Icon at the top left
2. Tap on Settings
3. Tap on Account Security
4. Tap 'Save Recovery Key'
5. Enter your Cloaked Password (or use Biometrics) and tap Continue
6. Then Tap 'Save recovery key to Photos' (or take a screenshot).

Android

In order to download your recovery key on an Android device, please follow these instructions:

1. On the Home Tab of the Cloaked App you'll need to tap on your Profile Icon at the top left
2. Tap on Settings
3. Tap on Account Security
4. Tap 'Download Recovery Kit'
5. Enter your Cloaked Password (or use Biometrics) and tap Continue
6. Then Tap 'Download Recovery Key' (or take a screenshot).

Recovering your username without using your Cloaked recovery key

If you have set a verified recovery email address or phone number you can also use these details to get logged into your Cloaked Account if you know the password linked to your Cloaked Account - otherwise you'll need to follow the forgotten password process as well.

Haven't received or been prompted to get a recovery key? You could be passwordless!

If you recently joined Cloaked you may not have been issued a recovery key as your account will be setup for passwordless login using your phone number if you have not tried this go back to the login screen and enter your phone in the +12223334444 format.

When logging in, you will be receiving a one time passcode via text to gain access to your account. You can do so on the mobile app by clicking log in or directly in a browser at https://my.cloaked.com/auth/login.

Using your recovery key to reset your Cloaked password

If you are able to locate your recovery key, here are some tips to make sure that you are entering your recovery key correctly:

1. Your recovery key will be exactly 43 characters long. You can copy and paste the recovery key into a character counter online to double check the length.
2. There will not be any spaces or line breaks in your recovery key. These should be deleted before submitting your recovery key.
3. There will not be any * characters in your recovery key. These should be deleted before submitting your recovery key.
4. Image to text software (such as using Apple Gallery) may inaccurately copy the text and may need to be manually verified. The most accurate way to copy and paste your recovery key is via your PDF document.

Using your recovery key, you should be able to reset your password by going to this Forgotten Password tool here:

https://my.cloaked.com/auth/forgot-password

On this page, you will need to enter your Cloaked username which will be one of following:

• Your Phone Number (accounts since late 2024)
• Your Email Address (all other accounts)
• A word selected (legacy/older accounts)

Additionally, you will recovery key, then click Continue. If the details match your account and are verified this will allow you to change your password, and you will be able to log in without losing anything.

Nothing working? You may need to have a hard reset!

If you cannot find your recovery key or it does not appear to be working, please provide your username and recovery email address so we can best support you after investigating the status of your account.

Hard reset via Self Service:

If you know your recovery email address or phone number you can trigger a hard reset request in some instances. You'll need to enter the email address that is linked (and verified) against your account and select continue.

In some instances you can also use your phone number if this is verified as well.

If your email matches are records and your account is in a state where we can hard reset it you will be sent an email containing a link to hard reset your password on your Cloaked Account. 

Please be aware that this email may get flagged or sent to spam so please check your spam or junk folders for this email.

Once you've clicked the link in the email you have been sent you'll be able to set a new Cloaked Account password.

Hard reset via Cloaked Support:

Please note that your Cloaked data is encrypted with a private key system that only allows 2 keys to open up the encryption: your Password or your Recovery Key. Claked Support can help perform a hard reset on your account if none of the above steps have worked for you.

You can learn more in this article: Account Reset - Requesting and Next Steps

If you do not have a verified recovery email tied to your account, you will not be able to receive the hard reset email. In this case, you will need to reach out to our support team at support@cloak.id where we can then hard reset your account for you.