This is for the passkey-based end-to-end encryption. To reset the Legacy E2EE passcode, see resetting your e2ee passcode.

Reset only when you have lost every way to unlock: every passkey, your backup code, and every browser or device that still holds your keys. If any browser can still open your encrypted reports, use it instead: open the account page there and use Show Advanced, then Share encryption keys, to send the keys to your new browser (see unlocking on another browser). A reset stops that browser working too.

What a reset does

• Your account gets new encryption keys, and you set up a new passkey (or a new backup code if this browser can't create a passkey).
• Every encrypted screenshot and event recorded so far is permanently deleted. Without the lost keys nothing could open them anyway.
• Your subscription, devices, settings and report recipients are not affected.
• Your monitored devices pause briefly and rejoin on their own, usually within 15 minutes. Any that can't will ask to be approved again by name under Share encryption keys in the advanced encryption settings.
• Your report recipients get encrypted access back automatically. A recipient who hasn't set up end-to-end encryption gets it once they do.
• If your account only receives reports from other people (it monitors no devices), nothing of yours is deleted; the people who share reports with you are emailed and re-approve you with one click.

Steps

1. Open the account page and login
2. In the End-to-End Encryption section, click Lost every way to unlock?, just under Unlock this browser
3. The advanced encryption settings open at Reset encryption. Click Reset encryption.
4. Type RESET to confirm and enter your account password
5. Set up your new passkey when prompted, or save the new backup code

If the page says an earlier reset did not finish, click Finish resetting encryption: until it finishes, your monitored devices stay paused and nothing can be viewed.

A locked account can't reset its encryption. Unlock the account first with the unlock code sent to the person you chose when you locked it.