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Recover your password

You can recover your password if you can't remember it.

When you recover your password, Sophos Secure Message asks you to prove your identity by answering a challenge question. You set up challenge questions and answers when you create your Sophos Secure Message account. The answers aren't case-sensitive.

Note

If you've set up an alternate email address and choose to use it for password recovery, you won't be asked a challenge question.

To recover your Sophos Secure Message password, do as follows:

  1. Click the Password Recovery link in the email from Sophos Secure Message.
  2. On the Update Credentials or View Password History page, click Recover Password.
  3. Enter your email address and click Recover.

  4. On the next page, select your primary or alternate email address and click Next.

    A password recovery notification email is sent to the selected email address.

  5. In your email software, open the password recovery notification email and click the containing link.

  6. Depending on your password recovery selection, the link opens a different page.

    Click the relevant tab below for instructions.

    If you select your primary email address, the link opens the Please answer the Challenge Question page. Enter the answer to your challenge question and click Next.

    • If you have difficulty answering the question, click Change Question to get a different one.
    • After you answer a challenge question correctly, the Password Management page opens.

    If you select your alternate email address, the link opens the Password Management page.

  7. In Password Management, click and hold Show Password to see your password.

    You can also see your previous passwords and update them.

You can now use your password to access your secure email.

In Password Recovery, you can update your challenge questions and your alternate email address.

If you have trouble recovering your password, contact the organization that sent the encrypted email.