If you still have your recovery key
Open the desktop or mobile app, choose Restore access, and enter the recovery key you saved when the vault was opened. The app derives a fresh passphrase locally and re-wraps your library key — playback positions stay on your device, and the recovery happens entirely between you and your own hardware.
If both are gone
Without your passphrase and your recovery key, nobody can restore your library — not you, not the operator, not anyone. That is not a support policy; it is the design working as intended. What the server owner can do is retire the unreadable vault and open a fresh one under your name, so you can start over.
Before you ask for help
- Double-check your username and that caps lock is off.
- Confirm the time on your device is accurate — time-based codes drift if your clock is off.
- Try the desktop or mobile app before the web form; client-side caches can recover a stale session.
- Look for the recovery key in your password manager or the place you filed it at setup.
If you run this server
The operator console can revoke sessions and provision a new, empty vault for an account. It cannot decrypt or reset anything inside an existing vault — no passphrase is ever stored in cleartext, and no key material ever reaches the server. When you hand someone a fresh vault, agree on the first passphrase with them directly.