docEvault cannot reset or recover your encryption passphrase. This is by design — docEvault never has access to it, so there is nothing on our side to look up, override, or restore.
What to try first
Ask another team member. If anyone else at your organization still has access to the vault, they can grant you access from their own session. This is the only route back in, and it works, so exhaust it before assuming anything is lost.
Check anywhere the passphrase might have been stored: your password manager, a shared credentials vault, whoever set up the account originally, or an IT handover document.
If nobody has access
Previously encrypted documents are not recoverable. There is no backend override and no support ticket that changes this.
Your account itself is fine — you can still sign in, and contacts, requests, and templates are unaffected. It's the encrypted document contents that can't be opened.
What you can still do
- Set up encryption again and continue using docEvault normally from here.
- Ask contacts to re-upload anything you still need. Most will, and it's a better outcome than it feels like in the moment.
Making sure it doesn't recur
More than one person at your organization should be able to unlock the vault, and the passphrase should live in a password manager rather than in one person's memory.
A passphrase known to exactly one individual is an outage waiting to happen — someone leaves, someone's laptop dies, someone is on holiday during a filing deadline. See Setting up your encryption passphrase.
Why it works this way
A vault your provider can unlock on request is a vault your provider can be compelled to unlock, or be tricked into unlocking. The recovery you're missing right now is the same property that means nobody else can reach your clients' documents either.