I lost my security password and my recovery phrase — what now?
If you still have the recovery phrase, you can get back in — see the steps below. If you have neither the security password nor the recovery phrase, the encrypted data in that workspace can't be recovered, by you or by anyone at diagnos. This isn't a policy limit; it's how the encryption is built.
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If you still have the recovery phrase, you're not locked out — go to How do I unlock a workspace and use it instead of the password. It unlocks the same data the password would.
If you don't have the security password and don't have the recovery phrase, say so plainly: the patient, exam, file, and template data in that workspace can't be recovered — not by you, not by an administrator, not by diagnos. That isn't a support limitation to escalate past. The password and the recovery phrase are the only two things in existence that can reconstruct the key to that data. diagnos never has a copy of either one, so there is no "reset" that gets you back in and keeps the old data readable.
If you still have the recovery phrase#
- Go to the unlock screen (
/auth/unlock). - Click the link below the password field to switch to the recovery phrase.
- Enter the phrase exactly as it was shown to you when you first set up your security password — it's a system-generated code, not a sentence, so a single mistyped character won't match.
This reconstructs the same encryption key the password would have. It also sends a security notification to your account, since using the recovery phrase is unusual enough to be worth flagging.
If you have neither#
This is the part worth being exact about. diagnos's encryption is built so that your security password and your recovery phrase are the only two ways to reconstruct the key that protects your data — the phrase exists precisely so there's a second, independent path when the password is gone. There's no third path today: registering a new password requires knowing the old one or the phrase, and there's no support process that bypasses that, because diagnos's own servers never hold a readable copy of either credential to begin with. If someone tells you otherwise, be skeptical.
What this doesn't affect: other members of the workspace keep their own access to the patients, exams, and files they could already open — losing your credentials doesn't touch anyone else's. It's specifically your own access to that workspace's encrypted content that can't be restored.
Contact diagnos support if you need help with account administration around this situation — but expect that conversation to be about what happens next, not about recovering the old data, since that part isn't something support can do either.
To avoid this next time#
When you first set up your security password, the recovery phrase is shown to you exactly once. Save it somewhere durable right then — a password manager, or printed and locked away — not just in memory. See How do I unlock a workspace for what the phrase looks like and how it's used.