Additional Data Protection — Personal Password and PIN Code

A personal password and PIN code can be created as an additional measure to 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 recall the password: after exhausting attempts, the system will return you to the initial login page, where you can try again.
2. The personal password can be changed if the app is open on another device (e.g., you are logging into the mobile app while an active session is running on the web app on a 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) and scan it 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. If you change the password instead of resetting it, the chats will remain intact because the keys stay the same.
   Resetting the password terminates all active sessions (you will be logged out), while changing the password does not (sessions remain active).
   For Administrators: How to Find Out If a User's Personal Password Was Reset

   CTS

   eCTS

   In the admin panel, in the Audit section, the event cts_key_updated indicates that the password was reset — the user now has new encryption keys. These events can be checked since version 3.60.

What to Do If You Forgot Your PIN Code

On the PIN code entry screen, tap Forgot PIN?. 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 necessary, you can set a new PIN code.

❓Related Topics:
• Role Model Rule “Mandatory PIN Code”

Additional Data Protection — Questions

Is Personal Password Creation Required?

No, it is not. In previous versions of the app (before 2.21 for mobile and before 2.6 for web/desktop), a personal password was mandatory during registration, therefore, users who registered in the app quite some time ago likely have a personal password set.

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 — if there is a Refuse password button or the “Set” hint is displayed next to the Extra password sextion, the password is set.

If the Security section does not have the Refuse password button or the “Not set” hint is displayed next to the Extra password section, it means you have already opted out or never created the password.

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.

I Connected to a Different Server — Why Do I Still Need to Enter My Personal Password?

The personal password is linked to your personal account. If the same phone number of your personal account is used for login, the password will be required even when switching between corporate servers — until you opt out of it.

How Can I Stop Using a Personal Password?

You can opt out of the personal password without losing chats in Settings (avatar button) > Security or Additional data protection by the Refuse password button, but this is not recommended, as it lowers data security.

Why Was I Asked to Create a PIN When Registering?

Depending on your organization's role model configuration, you may also be required to create a PIN code during registration.

Can I Use Biometrics Instead of a PIN Code?

On mobile devices, when the PIN code is enabled, biometrics can be used instead of entering the numeric code.