You set up end-to-end encryption on one phone or computer, and now another one says Unlock needed, asks you to Unlock this browser, or can't find your passkey. Nothing is broken and nothing has been lost. This page gets you unlocked, whichever devices and browsers you use.

Why this happens

Your passkey is saved in one place: the phone, computer or password manager that created it. It is not saved in your Best Accountability account, so signing in somewhere else doesn't bring it along. A passkey made on a Windows computer usually stays on that computer. A passkey made on an iPhone follows your Apple account, and one made in Chrome on Android follows your Google account, but neither reaches a device outside that account.

A device that can't reach your passkey has two other ways to unlock, and both work on every phone, tablet and computer.

Get unlocked now

Start on the device that won't unlock. Open the account page and click Unlock this browser in the End-to-End Encryption section, or click Unlock on a locked screenshot. Then pick whichever applies.

You can get to a device where it still works

This is the quickest way, and it doesn't matter which two devices they are.

1. On the device that won't unlock, click I don't have my passkey on this device, then Use another device
2. Click Request from another browser. The page shows a short code under Your code
3. On the device that works, open Best Accountability in the browser you normally use there and sign in. If it asks you to unlock, use your passkey there as usual
4. A message says a device is requesting your encryption keys. Click Review. If you don't see the message, open the account page, click Show Advanced, then Share encryption keys
5. Check that the code matches the one on the other device exactly, tick the box, and click Approve

The first device unlocks on its own within a few seconds. The request waits for 24 hours, so the two devices don't need to be side by side.

You can also create a backup code on the device that works (account page, Show Advanced, then Get a backup code) and use it on the other device as described next.

You have your backup code

1. On the device that won't unlock, click I don't have my passkey on this device
2. Click Load backup code file and choose the file. Its name starts with Best Accountability-recovery-code- followed by your email address. If you have several, use the newest
3. If the file is on a different device, open it there, click Type the code instead here, and type the code

See your encryption backup code.

You have neither

If no device can still open your encrypted screenshots and you have no backup code, the encryption has to be reset. A reset permanently deletes the encrypted screenshots and events recorded so far, about the last two weeks. Check every phone, tablet and computer you have signed in on before doing this. See resetting the passkey-based encryption.

Add a passkey on this device

Right after you unlock, Best Accountability offers to set up a passkey on the device you just unlocked. Accept it. From then on this device unlocks by itself with your fingerprint, face or PIN.

If you dismissed the offer, open the account page and click Add a passkey on this device, or Show Advanced and then Add another passkey. For steps on each kind of device, see setting up a passkey.

See where your passkeys are saved

The unlock box lists every passkey on your account under Passkeys on this account. Each line shows the browser and device that made it, the date, and where it is saved. For example:

• Chrome on Windows · added Oct 2, 2026 · Windows Hello, only on that device stays on that one computer
• Safari on iOS · added Nov 3, 2026 · Apple Passwords, synced works on Apple devices signed into the same Apple account
• made with a phone means it lives on the phone that scanned a QR code, not on the computer named in the line
• Unnamed passkey was created before device names were recorded

The full list is on the account page under Show Advanced.

Which devices can use a passkey

Two more things to know:

• A passkey can be on the device and still not unlock in a different browser. For example, a passkey made in Edge may not unlock in Chrome on the same computer. Unlock that browser another way, then add a passkey for it.
• Passkeys belong to one website. A passkey for Best Accountability doesn't unlock an account on one of our other apps.

What the messages mean

• Unlock needed or This browser doesn't hold the encryption key: this browser hasn't been unlocked yet, or its saved keys were cleared
• The passkey wasn't used: it was cancelled, timed out, or isn't on this device: your device closed the passkey prompt. If you didn't cancel it, the passkey isn't on this device
• This passkey was saved by another browser or password manager and can't unlock encryption here: the passkey was found, but this browser can't use it for encryption
• Your device shows a QR code, or asks for a security key or USB key: it found no passkey here and is offering to borrow one from another device. Cancel, then click I don't have my passkey on this device
• Your device says there are no passkeys available: same as above
• This browser can't create a passkey or Passkeys aren't supported here: this browser can still be unlocked with the backup code or from another device. It just can't hold a passkey of its own
• Firefox on Windows can't create an encryption passkey here: use Chrome or Edge on that computer for the passkey

It asks me to unlock every time

A browser keeps your keys until something removes them. These all remove them:

• Choosing Logout from the menu. Closing the tab or being signed out automatically doesn't
• Clearing the browser's cookies and site data, or a cleaner app that does it for you
• Using a private or incognito window

With a passkey on the device, unlocking again takes one tap.

Avoid this next time

• Add a passkey on each phone, tablet and computer you view reports from
• Get a backup code and keep it somewhere all your devices can reach, such as a password manager or a cloud drive. On the account page click Show Advanced, then Get a backup code