Locked out of your Cloaked account? This guide provides the steps to get back in. Whether you forgot your password, can't remember your username, or have lost your recovery key, this article will walk you through the entire account recovery process. We'll cover using your recovery key to regain access and explain the hard reset process as a final option. Follow these instructions to securely access your account.

Step 1: Identify Your Account

The first step is to provide a credential that the Cloaked system recognizes is linked to your account.

1. Go to the Login Page

• Navigate to my.cloaked.com or open the mobile app.

2. Test Your Credentials

• In the username field, begin by testing all possible phone numbers you may have used with your account.
• If none of those are recognized, then test all possible personal email addresses you may have used.

3. Check the Result

• If the next screen asks for a password: Your account uses the password login method. If you've forgotten your password, proceed to the "Recovering an Account with a Password" section below.
• If the next screen sends a one-time passcode (OTP) to your phone: Your account uses the one-time passcode (OTP) login method, and you can log in immediately with that code.
• If the system does not recognize any of your entries: Please reach out to our team by starting a conversation with our chatbot at www.cloaked.com or help.cloaked.app.

Logging In with a One-Time Passcode (OTP)

If your account uses the OTP login method, you can log in by entering your phone number (or a verified recovery email) as your username. A one-time passcode (OTP) will be sent via text to your phone. Enter this code when prompted to gain access.

Having trouble with the passcode? If you are not receiving the one-time passcode or the code is not working, please reach out to our team by starting a conversation with our chatbot at www.cloaked.com or help.cloaked.app.

Important: For security reasons, if you have permanently lost access to the phone number used for your one-time passcode login, it is not possible to regain access. In this situation, please contact our support team. An agent can help cancel any active subscription on the old account, allowing you to create a new account. To do so, please reach out to our team by starting a conversation with our chatbot at www.cloaked.com or help.cloaked.app.

Recovering an Account with a Password

If your account uses a password for login, you have several recovery options depending on your situation.

The Cloaked Recovery Key (Your Master Key)

Think of your Recovery Key as your account's backup key. Because of our zero-knowledge encryption, only two things can decrypt your data: your password and this key. If you forget your password and are locked out, the Recovery Key is the only tool that can be used to reset your password and safely regain access. Cloaked support cannot access this key.

• Tips for Finding It:
  • On a computer: Check your "Downloads" folder for a PDF file. Search for names like recovery-key.pdf or cloaked-recoverykey.
  • On a mobile device: Check your device's "Files" app for the downloaded PDF, or check your photo gallery for a screenshot of the key.

How to Use the Recovery Key to Reset Your Password

1. From the login screen where it asks for your password, click the "Forgot password?" link.
2. This will take you to the recovery page. On this page, you will see two fields that must be completed:
   • Username: This field should be automatically filled in. Confirm it is the correct username, email, or phone number.
   • Recovery Key: Carefully enter your Recovery Key in this field. To ensure it is entered correctly, follow these important tips:
     • Use the PDF: The most accurate method is to copy the key directly from the saved PDF document and paste it into the field.
     • Warning When Copying from Screenshots: Use caution when copying text from a screenshot. Your device's text-recognition software can make mistakes, such as misreading characters, adding spaces, or incorrectly capitalizing letters.
     • Clean and Check the Format: Before submitting the key, make sure it's correct:
       • Remove extra characters: Delete any spaces, line breaks, or asterisks (*) that may have been added. The key should be one continuous string of characters.
       • Verify the length: After removing any extra characters, the key must be exactly 43 characters long.
     • If Typing Manually: If you must type the key, note that in the original PDF, numbers are bolded and letters are not.
3. Once both fields are filled in correctly, click Continue.
4. If the details are verified, you will be prompted to set a new password.

What to do if your Recovery Key isn't working

If you have entered your key and it is not working, it may be for one of the following reasons:

1. Double-check your entry. Small errors are common. Please carefully review the tips above and try again.
2. Check for a newer key. If you have performed a hard reset on your account in the past, a new Recovery Key was generated. Your old, previously saved key will no longer work. Please search your devices for a more recent version.
3. Contact Support. If you have confirmed your key is correct and recent but it still fails, there may be a technical issue preventing the attempt. Please reach out to our team by starting a conversation with our chatbot at www.cloaked.com or help.cloaked.app.

Lost Your Recovery Key? (Account Hard Reset)

If your account uses a password, you've forgotten it, AND you cannot find your Recovery Key, the only remaining option is a Hard Reset.

WARNING: A Hard Reset Resets Encryption & Scrambles Data

Because of our zero-knowledge encryption, a hard reset makes your previously encrypted data unreadable.

What is Preserved:

• Your Cloaked-generated email addresses and phone numbers themselves will remain.

What is Scrambled and Lost:

• All information stored within your identities, including generated usernames, passwords, and any manually added personal information.
• All previously sent and received texts and emails in your Cloaked inboxes.

How to Request a Hard Reset

1. Navigate to the Recovery Page. If you have been following this guide, you should already be on the "Recover account access" page that asks for your Recovery Key. If not, go to the login page (my.cloaked.com), enter your username or recovery info, and click "Forgot password?" to get to this screen.
2. On this page, before clicking anything, decide where you want the hard reset link sent.
   • You can change the pre-populated email or phone number to any of your other verified recovery methods.
   • If the field shows your username (instead of a specific email or phone), the system will send the reset link to your primary verified recovery method once you proceed.
3. Once you are satisfied with the destination shown in the field, click the link that says "Don't have your recovery key?"
4. A hard reset link will be sent immediately to that email or phone number. Click the link in the message you receive to complete the reset.

Troubleshooting the Hard Reset

If you are unable to receive or use the hard reset link, it may be because you do not have a verified recovery method, you no longer have access to the methods on file, or the link is not working properly. In any of these cases, our support team can perform a manual hard reset for you. Please reach out to our team by starting a conversation with our chatbot at www.cloaked.com or help.cloaked.app.

After the Hard Reset: New Credentials & Next Steps

Clicking the link in the message will reset your account's encryption.

• You will be shown a new, randomly generated password. Use this new password to log in.
• A new Recovery Key will also be generated for your account.

Once you have logged in, you must immediately:

1. Change your password: Go to your settings and change the randomly generated password to one of your choosing.
2. Save your new Recovery Key: Download and save your new Recovery Key in a safe and secure place.

Still Need Help?

If you have tried the steps above and are still stuck, our support team is here to help. Please reach out to our team by starting a conversation with our chatbot at www.cloaked.com or help.cloaked.app.