FAQ and Basic Troubleshooting

There is no “public” sign up function for DekkoSecure; it’s an invite-only system. When you’re invited you’ll get an email message which includes the name of the user that invited you.

The email invite will lead you to a “standard” account creation page (where you set an email, password and 2FA for your profile) or to a Single Sign-On (”corporate”) page if your organisation has set up integration with DekkoSecure. Learn more.

The DekkoSecure platform is accessed via 4 different URLs depending on which system you are registered to:

Always use the original URL that you used in your initial account registration exercise. If you have an account on more than one system, please keep in mind that these are two separate accounts and make sure you manage your credentials carefully.

Don't panic! There are a few things you can check first:

If you have checked the above and have forgotten your password, use the recover account link on the log in page. If you have a trusted user set they will be sent to you via email. These users are able to reset your password. If not, your account will need to be recreated, which removes all data from your account.

First - do you still have your old phone? If so, follow these steps to transfer 2FA to your new device.

If you’ve already created an account, the way you created it will indicate if you have a standard or corporate login.

Content sharing on the DekkoSecure platform is explicit, meaning that files must be shared with you before you can access them; joining a Hub does not automatically grant access to content in the Hub.

If you are expecting to receive files you can ask your inviter or other users in the Hub - you can check who is there by opening Contacts list either from the navigation panel on the left or the Chat pop up in the bottom right.

Check the following:

All of these things may affect DekkoSecure, so please make sure any external influences are eliminated as possible explanations before going further.

Next, try accessing DekkoSecure in an incognito/private window (Chrome guide, Edge guide). If DekkoSecure works in this mode, it means you need to clear your browser cache and cookies.

If you are still having trouble please create a support request.

First - double-check if the invitee’s email address has been entered correctly. To remove any doubt, the best method is to copy and paste the address from your mail client.

Invitees should check their spam/junk folder or the “Other” inbox in Outlook. DekkoSecure invites are sent from the address noreply@dekko.io.

If the invite cannot be found then your invitee will need to check if the DekkoSecure system notification address are being blocked by their IT administrator. If this is the case and it has been rectified you will need to re-send your invite.

If any issues persist please create a support ticket - our support team will be able to investigate whether your invites are being blocked.

If you’re experiencing some unexpected behaviour our support team might ask you to clear site data for the DekkoSecure application. After you’ve cleared site for DekkoSecure, switch back to the application and refresh the page.

Edge

Paste this link in to a new tab:

edge://settings/content/cookies/siteData?searchSubpage=dekko.io

… Or open Settings > Cookies and Site Permissions > Manage and delete cookies and site data > See all cookies and site data (enter dekko.io in the cookie search)

Click on Remove all shown:

Chrome

Paste this link in to a new tab:

chrome://settings/content/all?searchSubpage=dekko.io

… Or open Settings > Privacy and security > See all site data and permissions > (enter dekko.io in the cookie search)

Click on Delete displayed data:

If you’re having trouble that requires deep troubleshooting we might ask you to report errors that are present in the “Browser Console”. To find this: