If you use Single Sign-On (the log in to a corporate account log in button), this article does not apply to you. If you have forgotten your corporate identity password please contact your internal IT support resource. DekkoSecure cannot assist with SSO password resets.
Your DekkoSecure account password
Your password is set by you when you create your DekkoSecure account (via an invite). Your password secures your account’s private key, which is used to access your files and messages.
If your password is not working
Before recovering your account, check the following:
- You are logging in to the service your DekkoSecure account exists on -
- Australian government and industry - au.dekko.io
- Canadian government and industry - ca.dekko.io
- United States government and industry - us.dekko.io
- Healthcare professionals - health.dekko.io
- You have entered your email address correctly
If you forget your account password there are two ways to regain access to your account:
- Password reset
- Account reset
Password reset by a trusted user
The only way your password can change is if it is reset by a trust user (or if you change it in your profile settings):
- You can set a trusted user from your contact list
- If you are added to an organisation with the trusted user policy turned on, an admin from that organisation can reset your password
- When a trusted user resets your password you will be notified via email
- The trusted user must send you the temporary password, which you can use to log in
- When you log in with a temporary password you will be prompted to set a new one
If you do not have a trusted user, you must do an account reset.
Account reset by you
If you do not have a trusted user (or would prefer to not reset your password) The account reset process will recreate your account, which deletes all data associated with your profile:
- Your files and messages will be deleted
- Your Hub membership(s) will be removed
- You will not be able to access files that were shared with you before the reset (your contacts will need to re-share files with you)
If you have forgotten your password
- Navigate to the recover account service:
- Enter your DekkoSecure account ID and check the acknowledgement, the press proceed
- A recovery message will be delivered to your email inbox: If you have a trusted user they will be listed in the message. You can contact them to request a password reset. Alternatively, you can use the account reset link to reset your account. If you do not have a trusted user you must use the account reset link.