For: everyone
The recovery key unlocks your encrypted messages on new devices. Only you have it: we can't see it and can't recover it for you. But don't worry, you still have options.
If you are still signed in on another device
This is the easy case. Create a new recovery key on the device that still works.
In the browser or on the computer
- Click your profile picture at the top left and then All settings.
- Open the Encryption tab.
- Click Change recovery key.
- Save the new key in a safe place.
On the phone (Element X)
- Tap your profile picture at the top left.
- Tap Encryption, then Change recovery key.
- Save the new key in a safe place.
You can then verify your other devices with this device or with the new key. See Verify a new phone or computer.
If you have no other device and no key
Then the only way forward is a fresh start: resetting your identity. Think of it as the last resort.
- Sign in to Element.
- When Element asks you to confirm your identity, choose Can't confirm?.
- Choose to reset your identity and follow the steps.
- Save the new recovery key that Element shows you.
What resetting means
- You can keep chatting normally with your colleagues from now on.
- Older encrypted messages may become unreadable, because their keys belonged to the old identity.
- Your colleagues may see a note that your identity has changed. Let them know it was you.
Good to know
- Forgot your password instead? That's different. The owner resets it in the portal: see Reset a colleague's password.
- Look in your password manager, downloads folder or printed papers before you reset. The key file is often called something like "recovery-key".