Restore access to messages

Introduction

ZIVVER sends a recovery code to your mailbox when you create an account and every time you change your password. Each code corresponds to a password and can be used to recover only messages which were sent or received while the corresponding password was in use. When your password is changed, all the messages you have sent before the password change become inaccessible until you enter the correct recovery code. You must log in with your new password and enter the recovery code corresponding to your old password(s) to restore access to your ZIVVER messages.

This document explains how to restore access to ZIVVER messages after a password reset.

Access to messages in managed user accounts which log in using SSO can only be restored by admin action.

Find your recovery code

ZIVVER sends a recovery code to your mailbox when you create your account and every time you change your password. Each code corresponds to a password, and can be used to recover only messages which were sent or received while the corresponding password was in use.

You can find your recovery code in your mailbox on the date you created your account or when you last changed your password. ZIVVER indicates the date and time you received the recovery code. ZIVVER also shows a sequence number which is present in the subject line of the recovery code email.

The subject line of this e-mail contains ZIVVER recovery code and a sequence number.

Enter your recovery code

You will need to enter your recovery code to see old messages after a password change:

  1. Log in to the ZIVVER WebApp.
  2. Go to your ZIVVER inbox.
  3. Click the message to be restored.
    A new window opens, and you are prompted for a recovery code. The subject line of the e-mail containing the recovery code is displayed..
  4. Open your email inbox and find the recovery code if you have not done so already.
  5. Return to your ZIVVER inbox and enter the recovery code.
  6. Click RECOVER MESSAGES.
    You have successfully restored access to ZIVVER messages which were sent or received while you were using the old password corresponding to the recovery code you entered.

Recover messages using your old password

You can also use your old password to recover your old messages. You then no longer need the recovery code: 1. Log into the ZIVVER WebApp. 2. Go to settings Settings > Message recovery. 4. Click under the header Recover access to your old messages on settings_backup_restore Recover. 5. Check the box I remember my old password. 6. Fill in the field Fill in your old password here. 7. Click OK.

Your old messages have now been recovered.

Get a new recovery code

If your recovery code becomes lost or compromised in any way, you can request a new one. The new recovery code will grant access to all the messages sent or received since the last password change. The old recovery code will become unusable.
To request a new recovery code:

  1. Log in to the ZIVVER WebApp.
  2. Go to Personal Settings > Security
  3. Press Send New Code in the Message recovery pane
    A new recovery code is delivered to you by e-mail
    The old recovery code corresponding to the current password becomes unusable
The new code can only restore access to messages encrypted with your current password.

What to do when you have lost your recovery code and old password

If you have lost the needed recovery code and don’t remember your old password, it is no longer possible to recover old messages. Contact the sender of your inaccessible ZIVVER messages. Request the needed message to be sent to you again as a new conversation. Conversations started after the password reset can be read in your inbox.

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