What this does
If the open screen says "That password or recovery key does not open this file", work through these steps in order.
The password is wrong
- Check that Caps Lock is off. Passwords are case sensitive.
- Check for spaces at the start or end.
- Try the other passwords you have used for this company. A password change re-encrypts the file, so only the current password works.
- Make sure you are opening the right file. A copy or backup opens with the password that was current when it was made.
You lost the password
- Find the recovery key. It was shown once when the company was created, and again after every password change.
- Type the recovery key in Password or recovery key.
- The company opens and says "Opened with the recovery key."
- Go to Settings › Data and security and choose Change password. Save the new recovery key.
You lost both
Nobody can open the file, including us. Nothing is stored beside the file, and there is no reset. Try these:
- Open an older backup or an exported copy. It may use a password you remember. Then re-enter the work since.
- Look for a printed recovery key, a saved text file, or a "Remember on this device" entry on another computer that already has the company open.
- With the Cloud add-on, a member who knows the company password can join a new copy. The sync service cannot reset the password.
Good to know
- Write the new recovery key down each time it changes.
- A copy of a company opened from a backup is a separate file.
- Do not email a company file and its password together.