Additional Data Protection — Personal Password and PIN Code

Forgot your personal password or PIN code, not sure whether a password is set, or want to turn it off — find your case in the contents below.

A personal password and PIN code additionally protect your data. To create them, after logging into the app, open Settings (avatar button) > Security or Additional data protection.

What Are the Requirements for a Personal Password?

• at least 8 characters;
• at least one uppercase and one lowercase letter;
• at least one digit;
• Cyrillic characters are not allowed.

What to Do If You Forgot Your Personal Password

1. Try to remember the password. When you run out of attempts, the system returns you to the initial login page, and you can try again.
2. If the app is open on another device, you can change your personal password. For example, you sign in to the mobile app, while a session in the web app is active on your computer, or vice versa. The password is changed in settings:

   App Version	How to Change the Personal Password
   Android	Settings (avatar button) > Additional data protection > enter a new password and confirmation > Done
   iOS	Settings (avatar button) > Security > Additional data protection > enter a new password and confirmation > Done
   Web/Desktop	Settings (avatar button) > Security > Extra password > enter a new password and confirmation > Done

3. If you are already using the app on a computer, you can log into the mobile version via a QR code, and vice versa:

   Device	Steps
   Logging into the mobile app via a computer	In the desktop/web app, select Settings (avatar button) > Active sessions > Add device. In the mobile app, on the login screen, tap QR code and scan the code from the computer screen. No credentials will be required.
   Logging into the computer via a mobile device	In the mobile app, select Settings (avatar button) > Sign in on computer (eXpress Web in previous versions). On the computer, return to the QR code screen: you may need to click Back to start or Clear data. Scan the code from your phone. No credentials will be required.

4. Or reset the password by selecting Reset password on the login screen.
   ⚠️ Resetting your personal password will irreversibly revoke access to all chats, as new encryption keys will be generated. When you change your password, the keys remain the same, and your messages are preserved.
   A password reset ends all active sessions: you’ll be logged out of the app. When you change the password, sessions remain open.
   For Administrators: How to Find Out If a User's Personal Password Was Reset

   CTS

   eCTS

   The cts_key_updated event in the Audit section of the admin panel means that the password has been reset and the user has new encryption keys. These events are visible since version 3.60.

What to Do If You Forgot Your PIN Code

On the PIN code entry screen, tap Forgot your PIN-code? (web, desktop, and Android) or Forgot PIN? (iOS). The current PIN code will be deleted, the session will end, and you will need to log in again. No data will be lost. If you want, set a new PIN code.

Additional Data Protection — Questions

Is Personal Password Creation Required?

No, it is not. Before version 2.21 on mobile and 2.6 in the web and desktop app, a personal password was required during registration. Therefore, those who registered in these versions most likely have a personal password.

How to Find Out If a Personal Password Is Set on My Account?

Open the Security or Additional data protection section in the app settings. The password is set if there is a Refuse password button there or if “Set” is displayed next to the Extra password section.

There is no password if the Additional data protection section has no Refuse password button, or “Not set” is displayed next to the Extra password section. This means you opted out of the password or never created one.

Who Can Manage My Personal Password & PIN Code?

Only you access your personal password and PIN code. Neither the vendor, developers, nor administrators can recover or change them.

Why Is My Personal Password Still Required After Switching to Another Server?

The personal password is linked to your personal account. If you log in with the same phone number as your personal account, the password is requested even after switching to another corporate server. This will be the case until you opt out of it.

How Can I Stop Using a Personal Password?

In Settings (avatar button) > Security or Additional data protection, click Refuse password. The chat history will be preserved. Without a password, data is less protected.

Why Was I Asked to Create a PIN When Registering?

Your organization's role model may require creating a PIN code during registration.

Can I Use Biometrics Instead of a PIN Code?

Yes, on mobile devices, if a PIN code is enabled. Then, instead of entering the numeric code, you can use biometrics.