AxCrypt will allow the users to decrypt the encrypted file with the original password which is used for encryption.
Unfortunately, if you do not know the password for an AxCrypt-encrypted file you cannot open it, even if you can sign in to the account. This is by design, it’s just this situation that AxCrypt is made for and it works like this even if you actually are the original owner of the file.
If you know some part of the password, then you can download and use the most recent version of AxBruteForce from https://account.axcrypt.net/Download/AxBruteForce.exe, to decrypt the files.
If you do not remember the password to your account, you can always reset it. This is not a way to recover encrypted files! It’s only to allow you to sign in to the AxCrypt app and web. The new password will be used to encrypt new files. Go to https://account.axcrypt.net/Home/PasswordReset to do this, or you can also go there from AxCrypt with File | Options | Password Reset.
For more info about Password Reset: https://www.youtube.com/watch?v=O6whtjSb3pc and https://forum.axcrypt.net/blog/password-reset-axcrypt/ .
If the above does not help, please provide more information about the issue and write a mail to firstname.lastname@example.org .