What are the steps to recover login credentials for the Password Vault?

Question

The password is known but the recovery key is not. In an attempt to recover the credentials, I selected the Request Admin Recovery option as I do not have the recovery key. The response stated that "Your request has been sent. Once your organizations admins approve the recovery request, you can proceed to create a new password and recovery key."

The issue is that I am our organization's admin and I don't see a prompt to approve the request. Can you share the steps I need to complete to recover the Password Vault account?

Thanks

Kateryna Kmet_ · Answer

Hello @Pam Pritchett

Try to create another admin user, login under this new admin user and accept the password recovery request. After that, you can complete the recovery process under the initial organization's admin user: https://aserve.atlassian.net/wiki/spaces/VPMFJ/pages/2727411836/Password+Recovery#Steps-for-Admin-Password-Recovery-(for-Users-without-a-Recovery-Key)

Kate

Ste Wright · Answer

Hi @Pam Pritchett

Where is this feature you're referring to?

I don't recognise this as a native feature, are you potentially using an App? Perhaps this one - https://marketplace.atlassian.com/apps/1230914/vault-password-manager?tab=overview&hosting=cloud

If yes, I'd contact the vendor for more help. You can do this from the "Support" tab on their Marketplace listing.

Ste