Overview

At LucidLink, we use a zero-knowledge security model. This means your password is never stored or known by LucidLink in any form. While this ensures complete privacy, it also means we cannot simply "see" or "reset" your password for you.

If you have forgotten your password, your recovery options depend on your account role and whether you have a Backup Code.

Option 1: Reset with a Backup Code (All Users)

You can generate a backup code that allows you to reset your password if you forget it. If you previously generated a backup code, this is the fastest way to regain access without losing account keys or requiring administrator intervention.

To reset your password with your previously generated backup code, please follow the article below:

Reset password with backup code

If you haven't yet created a backup code, we strongly recommend doing so as soon as you regain access to your account.

Option 2: Self-Service Reset (Non-Owners Only)

If you are an Admin, Filespace Admin, or Collaborator and do not have a backup code, you can use our self-service recovery flow.

Frequently asked questions

The Recovery Process

1. Click "Forgot your password?" on the login screen and select the option to "continue without a backup code".

2. Enter the one-time verification code sent to your registered email address.

3. Create a new, strong password.

4. Log in.

Because resetting without a backup code deletes your existing account keys, you will be in a "Pending State." You will see your account, but you will not see your files until you re-join your workspaces.

Restoring Workspace Access

To see your data again, you must accept a workspace invite:

• Check for Old Links: If you have your original invite link (in an old email or Slack message), click it! It remains valid and will restore your access instantly.

• Automatic Notification: Once you reset, your Workspace Administrators are automatically emailed a notification that you need a new invite link.

• Permissions: Your existing group assignments and permissions are preserved; you just need that "invite" handshake to restore the encryption keys.

Option 3: Check your password manager

If you've forgotten your LucidLink password and previously accessed it through a web browser, your password may be saved in your browser's password manager. To find the entry, please follow the steps below:

1. Open your preferred web browser,
2. Access your browser's password manager (typically found in Settings or Preferences),
3. Search for app.lucidlink.com in the saved passwords section,
4. If found, you can view the saved password by following your browser's authentication process.

Option 4: Workspace Owners & Solo Users

To maintain the highest level of security, Workspace Owners cannot use the self-service reset without a backup code.

If you cannot recover your password and don't have a backup code, you will need to create a new account. Unfortunately, this means if you are the sole user and owner of a workspace, you will lose access to all data stored in that workspace.

If you would like to use the same email address for your new account, then please reach out to our Support Team and request the deletion of your old account you lost access to.

The inability to restore these accounts is not a limitation, but a security feature that protects your data. This zero-knowledge approach ensures that no one, including LucidLink staff, can access your data without your password.

Best practices for password management

To avoid losing access to your LucidLink account:

1. Generate a backup code immediately after creating your account
2. Use a password manager to store your password and backup code
3. Never share your password with others or leave it written down in visible places
4. Choose a strong, memorable password