[Prabhukumar RModerator]

Hello RJ,

Please explain the scenario and write the step by step process to our support team(support@axcrypt.net). we are trying to find the issue and fix the issue as soon as possible.

Please send a screenshot showing where the problem is, it often helps us understand. We are investigating the problem and solve the problem as soon as possible.

we explain some steps in below, please check and try the same to resolve the problem.

Please check your system connected with the internet or not? If not, please connect it for the first time to fetch your AxCrypt account information from our secured servers.

Check your internet connection now start the AxCrypt app and credentials. Now you are able to see the Premium status on the AxCrypt application title bar.

So,Please use your latest password to sign in with the AxCrypt app(internet enabled) without any issues.  If the AxCrypt app is opened in offline state, then change the status from offline to online disabling the Always Option menu option in the File | Options menu.

Or

Please try to clear the AxCrypt local contents by clicking the Reset button in the sign-in dialog or via the AxCrypt file menu File | Options | Clear All Settings & Restart.

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

[Prabhukumar RModerator]

Hello rube,

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

If you select a decrypt option.AxCrypt will not encrypt the file again.as per your email details, I think you are select the option in open secured(not sure).

You can able to decrypt the AxCrypt encrypted file by navigating File | Stop Securing from the AxCrypt app.

Or

In the recent files tab, right click on the file(which you want to decrypt) and select Stop Securing and remove from list

Or

In windows explorer, right click on the file and Select AxCrypt > Decrypt.

So please check the tutorial to decrypt the encrypted files with the AxCrypt app https://www.youtube.com/watch?v=jyixJ03qmkg&list=PLHRiJs6YxUhgR9sd66jR4ao0EiCxPO7u6&index=4 .

• This reply was modified 5 years, 3 months ago by  Prabhukumar R.

[Prabhukumar RModerator]

Hello rube,

How to remove the folder in secured folder list :

You can able to decrypt the AxCrypt secured folder by navigating to the Secured Folders Tab from the AxCrypt app. Then Right click on the selected folder (which you want to decrypt) and choose the menu option Decrypt Permanently.

Incase the folder is not listed in the Secured Folder list, then you have to secure the folder again using the Add Secured Folder option from the right click content menu.

Or In windows explorer, right click on the selected folder and choose AxCrypt > Decrypt.

I hope, your problem will get resolved. If not, please write the email to support@axcrypt.net with detailed information.

[Prabhukumar RModerator]

Hello Lamar Flatt,

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

As I said in the previous email “AxCrypt will allow the users to decrypt the encrypted file with the original password which is used for encryption.

Please check: If you are trying to decrypt the someone’s AxCrypt encrypted file, then you needs the someone’s file password which was used for file encryption.

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.

I am trying to say that, you were tried with some different passwords than the original one. So please try to use the original password to decrypt the files. Because there is no options.

[Prabhukumar RModerator]

Hello William,

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

Still, you can open/decrypt the encrypted files with the original file password(which was used in the file encryption process).

If you know the file password(which was used in the file encryption process) to decrypt/open the encrypted file. Otherwise, Without file password nobody to decrypt the encrypted file.

Or

Please check: If the file was encrypted with a different password than your sign in password, then you have to enter the file password while viewing/decrypting the encrypted file.

For example: Try to encrypt a file with your AxCrypt password and then reset your AxCrypt account password using Reset Password Feature. Now if you open the encrypted file, you will be prompted for enter the file password (which is used for encryption of the file).

Please check whether the files which you are trying to decrypt are encrypted recently or before the password reset?

If it was encrypted before the password reset, then you have to remember the password or use AxBruteForce tool to recover the 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

Or Please check: If you are trying to decrypt the someone’s AxCrypt encrypted file, then you needs the someone’s file password which was used for file encryption.

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

[Prabhukumar RModerator]

Hello Lawrence Wong,

If you need the legacy version you contact our support team. Please write a mail to support@axcrypt.net. they are helping you.

[Prabhukumar RModerator]

Hello Keith Johnson,

I am sorry to say, Unfortunately, we do not offer telephone support. If you have anything to ask please write an email to our support team support@axcrypt.net.

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

If the file was encrypted with a different password than your sign in password, then you have to enter the file password while viewing/decrypting the encrypted file.

While viewing the encrypted file (having different password than your sign in password), you have to enter the file password. If you enter the AxCrypt account password instead of file password, then you will get the alert message like “You are already logged in with this password! “. So you need to enter the file password.

For example:

Try to encrypt a file with your AxCrypt password and then reset your AxCrypt account password using Reset Password Feature. Now if you open the encrypted file, you will be prompted for enter the file password (which is used for encryption of the file).

The above situation was happened for you. So kindly try to remember your file password(which is used for encryption) then try to decrypt the encrypted file.

Please know about the password reset and change, actually both are different. You can check the difference between the Password reset and password change here: https://forum.axcrypt.net/blog/password-reset-axcrypt/ .

[Prabhukumar RModerator]

Hello David,

We are really sorry to hear this. Sure we are investigating the problem. Please write a mail or contact our support team  support@axcrypt.net. we are happy to help you.

Please note: Based on email filter settings, sometimes it will be there in the user’s spam/junk folder. So please check once again your mailbox folders and firewall settings.

[Prabhukumar RModerator]

Hello Pat Dougherty,

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

The location(C:\Users\’user name’\AppData\Local\AxCrypt) is for the temporary decrypted copies of the files. Those will either be cleaned automatically at the earliest opportunity or when you click the red clean “broom” icon in AxCrypt.

AxCrypt works by decrypting files temporarily and then launching the appropriate application for the decrypted file, which thus is entirely unaware of AxCrypt. AxCrypt monitors the system for the launched app to exit, and when it detects this it will re-encrypt the file and wipe (overwrite) the decrypted file and then delete it.

Note: The temporary files will be removed as soon as the opened encrypted file closed/signed out from the AxCrypt app

I think still your files are not re-encrypted completed(not sure). please click the broom icon in the AxCrypt app when you encrypted the files. Or close the encrypted files and corresponding file properly. Now check the same again.

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

[Prabhukumar RModerator]

Hello oscar,

We are already explained in the link. Please read the link: https://forum.axcrypt.net/forums/topic/no-puedo-abrir-archivos-encriptados-help/#post-15922 .

Please try to do the same.

[Prabhukumar RModerator]

Hello Fernanda,

AxCrypt will not send to any file to the user. You will send the encrypted file via(Gmail, yahoo)to other users/recipients.

I will explain about the key sharing features:

There is no need to share passwords in order to send or share files securely with others.

AxCrypt has a key sharing feature letting you add recipients by email address, who when they receive the file can open it with their own AxCrypt password.

Key sharing embeds the shared key into the file. The file must thus first be key shared with the recipient, then sent or file shared. Please note that AxCrypt does not share or send the actual file. To see a quick instructional video explaining how to use key sharing, please view https://www.youtube.com/watch?v=9z3KOZD-Yks .

Still, you are facing any issue, please write a mail to support@axcrypt.net. We are happy to help you.

[Prabhukumar RModerator]

Hello Phil,

You can send the encrypted file securely with others using AxCrypt key sharing.

You can send the encrypted file via email(Gmail, yahoo, etc..) to other users.

You can use the AxCrypt key sharing feature to encrypt your file(s), then key shares the file with other recipients,  If they want to open the received encrypted file then we have to share the file password with them or the files should be key shared with receivers’ email addresses.

I will explain about the key sharing features:

There is no need to share passwords in order to send or share files securely with others.

AxCrypt has a key sharing feature letting you add recipients by email address, who when they receive the file can open it with their own AxCrypt password.

Key sharing embeds the shared key into the file. The file must thus first be key shared with the recipient, then sent or file shared. Please note that AxCrypt does not share or send the actual file. To see a quick instructional video explaining how to use key sharing, please view https://www.youtube.com/watch?v=9z3KOZD-Yks .

Note that the person you’re sending the file has to use AxCrypt 2 with the email address you shared the file.

Sharing a secured file is made directly from the AxCrypt software by choosing the secured file, click the share button and simply select the team member you want to share it to.

The recipient just needs a free AxCrypt ID and will be automatically invited via email if necessary. The invitation email contains instructions on how to view and edit the file.

Please note: Recipients need to have an AxCrypt app, AxCrypt application and account is mandatory is decrypt the encrypted files.

Please check out our video tutorials at https://www.youtube.com/channel/UCoSoXBjq6iCG5232fHoWStA and our other documentation at https://forum.axcrypt.net/information/get-started/ to get started with AxCrypt.

Still, you are facing any issue, please write a mail to support@axcrypt.net. We are happy to help you.

[Prabhukumar RModerator]

Hello RFS,

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 encrypted 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/

Still, you are facing any issue, please write a mail to support@axcrypt.net. We are happy to help you.

[Prabhukumar RModerator]

Hello Mac,

Please check your mobile enable the internet connection or not. If not Please connect to the internet connection your mobile.

If yes means, Please check your email address is typing correctly or not? Correct means, Please type your AxCrypt password (upper and lowercase) correctly in the password filed box.

We have literally hundreds of thousands of users a succeed in signing in, both using the app and the web.

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. For example, it seems you are typing your email address differently with upper and lower case when signing in to the web and the app

Please note: AxCrypt mobile app will not work without a premium subscription. For AxCrypt mobile apps, AxCrypt Premium Subscription required.

Still, you are facing any issue, please write a mail to support@axcrypt.net. We are happy to help you.

[Prabhukumar RModerator]

Hello louis,

we are already explained how Axcrypt works. Please read the link https://forum.axcrypt.net/forums/topic/axcrypt-ne-me-demande-pas-le-mot-de-passe-pour-ouvrir-un-fichier/#post-15937

Also, Please read more information about why-password-only-on-sign-in https://forum.axcrypt.net/support/faq/#why-password-only-on-sign-in

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