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Recover your password

If you forget your Sophos Secure Message password, you can recover it.

When you recover your password, Sophos Secure Message asks you to prove your identity by answering a challenge question. You set up your challenge questions and answers when you created 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. Open the password recovery notification email and click the 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 can't answer 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 now use your password to access your secure email. In Password Recovery, you can update your challenge questions and alternate email address.

If these steps don't work, or you can't recover your password using a challenge question or alternate email, see If you can't recover your Secure Message password.

If you can't recover your Secure Message password

If you can't recover your password using self-service recovery, contact the organization that sent you the encrypted email.

Here's what happens after you contact the organization:

  1. The organization contacts Sophos Support.

    You can't contact Sophos Support directly because Sophos can only verify identities if asked by a sender organization.

  2. Sophos Support verifies your identity via the sender organization and resets your password.

  3. The sender organization sends you a new encrypted email so you can activate your account and set a new password.