[Prabhukumar RModerator]

Hello Peter,

Please avoid sending the same query in different mediums. You may get a duplicate response

We are already explained in this link. Please read this link: https://forum.axcrypt.net/forums/topic/cannot-open-my-axcrypt-file/#post-14420

Please try to do the same.

[Prabhukumar RModerator]

Hello Frank M Leaver,

Please avoid sending the same query in different mediums. You may get a duplicate response

AxCrypt will allow the users to decrypt the encrypted file with the original password which is used for encryption.

Please check do you login with the correct email address and password in the AxCrypt app.

I think you perhaps are not careful enough when you type the password – or you are not aware that upper and lower case characters are different, and spaces and accents are significant when typing the password.

I suggest you use the ‘show password’ option in both the web and the app, and ensure that what is type is truly identical. This means having the same casing, the same spacing, the same umlauts and accents etc. The following passwords are all different:

Not4real!Secrets

not4real!Secrets

not4real! Secrets

nôt4real!Secrets

not4real!Sècrets

AxCrypt will use the AxCrypt account password to encrypt/decrypt the files. The account password is used/involved to encrypt the files with the AxCrypt app.

If the above does not help, Please explain the more detailed information about the issue also some screenshot. we are trying to find the issue and fix the issue as soon as possible. Also you can write an email to our support team support@axcrypt.net.

[Prabhukumar RModerator]

Hello T Mo,

Apologies for the delayed response.

AxCrypt do not store user password in our server.

AxCrypt is a zero-knowledge solution.

AxCrypt is a file encryption software with no backdoor. If you are login to our website your password is secured in the path. nobody can see or access/visible in your Axcrypt password.

still, if you are facing any issue please contact our support support@axcrypt.net.

[Prabhukumar RModerator]

Hello Eunice,

Do I need to delete and download again and will it let me use my same email? –No need to delete and download again and let you use your same email.

How do I go back to just the basic program? — After your free trial or paid subscription expired, AxCrypt will convert your AxCrypt account subscription into Freemium.

You can manage your AxCrypt account and subscriptions by signing into our AxCrypt account site https://account.axcrypt.net/.

Still, if you are facing any issues, please write to Support@axcrypt.net. we are happy to help you.

[Prabhukumar RModerator]

Hello Dave,

Thanks for reporting.

We are discussing it with our team. We will get back to you.

We do not have any plan to do that. We are not sure when we are going to do. Based on our developer’s availability, it will get completed soon.

Please note: AxCrypt is file security software with 128-bit or 256-bit AES strong encryption. It helps to secure your files and folder(s).

[Prabhukumar RModerator]

Hello  LE ROUX Jacques,

AxCrypt will allow the users to decrypt the encrypted file with the original password which is used for encryption.

If you think you almost know the password, we have simple software allowing you to try to find your password, and you can download the most recent version from https://account.axcrypt.net/Download/AxBruteForce.exe and read of how to use it at https://forum.axcrypt.net/axcrypt-brute-force/ . Please note that we cannot provide support beyond this.

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.

So please try to remember the file password(which was used in the encryption process) to decrypt/open the old encrypted files.

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 detailed information about the issue and some screenshot and write a mail to support@axcrypt.net. We are happy to help you.

[Prabhukumar RModerator]

Hello Julian,

Do you face any issues when using the AxCrypt app? Please let us know if you are facing any issues. please write to Support@axcrypt.net. we are happy to help you and try to solve your issues as soon as possible.

[Prabhukumar RModerator]

Hello Pat Roche,

Please explain which AxCrypt version do you have used? Also, please tell about – which operating system and version you are using?

Are you getting any exceptions or error message while installing/using AxCrypt app? If yes, what type of exception or error message you are getting? Please share the details of that exception or error message. We are investigating the problem and solve the problem as soon as possible

Please explain detailed information about the issue and screenshot also, write an email to our support team support@axcrypt.net.

[Prabhukumar RModerator]

Hello Steve,

If successfully decrypted, then you are able to see the decrypted file in the location also decrypted files are converted into original file extension.

Still, if you are facing any issues, please provide more information about the issue and some screenshot and write a mail to support@axcrypt.net.

[Prabhukumar RModerator]

Hello Trev,

Your G: MyBackup folder is encrypted or not?. if you have added the folder in the secured folder Please wait to sign out the AxCrypt app until the encryption process complete.

How to secure (encrypt) the Folder?

First Sign in to the AxCrypt app with your AxCrypt credentials. Then follow the below instructions to encrypt the folder.

You can able to encrypt your folder contents by just drag and drop the folder to the Secured Folders area.

Or  Right click on the Secured Folders area and choosing Add Secured Folder option from the context menu.

or  Select the folder and right click on the folder and select the AxCrypt | Encrypt menu option from the windows explorer context menu.

If the above does not help, please provide detailed information about the issue and some screenshot and write a mail to support@axcrypt.net. We are happy to help you.

[Prabhukumar RModerator]

Hello Dan,

Please check whether you are using the AxCrypt portable version or installed version? also Please explain which AxCrypt version do you have used?

Currently, the AxCrypt right-click context menu is available only in the windows (Installer) version of the AxCrypt app. You can see the same by installing the latest version of the AxCrypt app in your windows system.

If you are using AxCrypt installed version to check the control panel? AxCrypt app are install or not?

If not means, I think you had to install a portable version in your system. (not sure)

Download the latest version of the AxCrypt app from our official website (https://forum.axcrypt.net/download/ ).

Still, if you are facing any issues, please provide more information about the issue and some screenshot and write a mail to support@axcrypt.net

[Prabhukumar RModerator]

Hello William,

After purchasing Premium, you will need to sign out and then sign in again in the AxCrypt app and it will automatically enable Premium feature. Sign in to the AxCrypt app with the internet connection. Because AxCrypt app will try to sync your subscription details from our secured servers to your local machine.

Internet is Required for the first time of login after creating account or purchasing Premium/Business Subscriptions or resetting the account password via the AxCrypt account site. Because AxCrypt app will try to fetch your subscription and account details from our secured servers to the locally installed AxCrypt app.

If the user’s system is not connected with an internet(offline state), then the AxCrypt app don’t know about your recent purchase or account/subscription updates. So After purchasing Premium, you will need to sign in to the AxCrypt app with internet enabled.

You can manage your AxCrypt account and subscriptions by signing into our AxCrypt account site https://account.axcrypt.net/.

Check your internet connection now start the AxCrypt app and credentials.

Still, you are facing any issue, please provide detailed information about the issue and some screenshot and write a mail to support@axcrypt.net. We are happy to help you.

[Prabhukumar RModerator]

Hello Paolo,

If we tried to decrypt/encrypt/update the files which are synched with the cloud storage services(like dropbox and etc), then the cloud service provider/application will need internet to sync the file(s) between your system and the cloud service. So that time we need internet to synch the files.

If you are facing any issues, please write to Support@axcrypt.net. we are happy to help you.

[Prabhukumar RModerator]

Hello Chuck,

AxCrypt will allow the users to decrypt the encrypted file with the original password which is used for encryption.

Please try to remember the file password(which was used in the encryption process) to decrypt/open the old encrypted files.

If you think you almost know the password, we have simple software allowing you to try to find your password, and you can download the most recent version from https://account.axcrypt.net/Download/AxBruteForce.exe and read of how to use it at https://forum.axcrypt.net/axcrypt-brute-force/. Please note that we cannot provide support beyond this.

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.

Please note: AxCrypt is a file encryption software with no backdoor. That means, Nobody can decrypt the encrypted files without the file password used in the file encryption. This is the way AxCrypt app was designed.

Still, if you are facing any issues, please write to Support@axcrypt.net. we are happy to help you.

[Prabhukumar RModerator]

Hello Simon,

The Mac operating system Catalina, includes some security features, Please check the link to know more about that – https://www.apple.com/in/macos/catalina/features/#security. Because of that reason, now we are not able to install and use the AxCrypt app in Catalina.

Unable to install the AxCrypt app in macOS –  After updating the macOS to latest, AxCrypt have to fulfil mac operating system’s latest security policies. Actually, we are working on that. Soon, we will fix and update the same.

Still, we can install the AxCrypt app in the mac OS Catalina. Here is the workaround,

• Go to downloads or other folder(where the AxCrypt app was downloaded) in the finder app.
  Then select the downloaded AxCrypt setup pkg file(AxCrypt-Mac-2.2.668.0.pkg).
  Click with two fingers or Control click on the selected setup file.
  Choose Open in the context menu.
  Now, AxCrypt installation process will get started.
  After installing, Start securing or decrypting/open your files with the AxCrypt app.

Please make sure that you have to allow the AxCrypt app to access the folders on your mac(refer the screenshot)

Still, you are facing any issues, please send the error report(ReportSnapshot.txt) file which is available in your system path(~/.local/share/axcrypt) with some detailed information.

Still, if you are facing any issues, please write to Support@axcrypt.net. we are happy to help you.

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