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Recover your password

You can recover your password if you can't remember it.

Sophos Secure Message asks you to prove your identity by answering a challenge question when you recover your password. You set up the challenge questions and answers when you create your Sophos Secure Message account. The answers are not case sensitive.


If you've set up an alternate email address, and choose to use it when recovering your password, you aren't asked a challenge question.

To recover your Sophos Secure Message password, do as follows.

  1. Click on the Password Recovery link in the email from Sophos Secure Message. The Update Credentials or View Password History screen appears.
  2. Click Recover Password.
  3. Enter your email address and click Recover.
  4. On the next page, choose your primary or alternate email address for the password recovery email, and click Next. A password recovery notification email is sent to the email address you chose.
  5. Go to your email software and click the link in the password recovery notification email.
  6. If you chose your alternate email address, the link takes you directly to the Password Management page.

    Go to the Password Management step.

  7. If you chose your primary email address, the link takes you to the Please answer the Challenge Question page.

  8. Enter the answer to your challenge question and click Next.

    If you have difficulty answering the question, click Change Question to get a different one.

    When you've answered a challenge question correctly, Password Management appears.

  9. In Password Management you can click and hold Show Password to see your password.

    You can also see your previous passwords and change your password.

You can now use your password to access your secure email.

In Password Recovery you can change your challenge questions and your alternate email address.

If you have trouble recovering your password you must contact the organization that sent you the encrypted email.