Checklist

Work through the checklist from top to bottom. You are asked to answer a series of questions. If you can answer “yes”, to a question, then following the associated steps, to gain access to your spaces or lost user account.

(1) Do I have my password?
If yes, follow steps in (1). If no, proceed to step (2).

1.1) Install & start the TeamDrive Client.
1.2) Login into your account with your password.

(2) Do I have access to a running TeamDrive application?
If yes, follow steps in (2). If no, proceed to step (3).

2.1) Start the TeamDrive app.
2.2) Set a new password within the running application. Also see: Reset Your Password
2.3) Make sure that the key-management is enabled: Settings -> Backup -> “Backup keys on the server”

2.4) Install & start TeamDrive on any device.
2.4.1) Log into your account with your new password.
2.4.2) Should your spaces still not be visible, you have to import the keys from the server again. You can find this in the settings: Backup -> “Import Keys” -> “Import from Server”

(3) Do i have a local backup of the .tdkb-files?
If yes, follow steps in (3). If no, proceed to step (4).

3.1) Install TeamDrive -> Forget Password -> Login
3.2) Import the keys. Under the settings: Backup -> “Import Keys” -> “Import from Backup File”
(It is best practice to import all of your .tdbk-files. Usually, you can find them under “… Spaces\Backups\<.tdbk-File>”)

(4) Is there a person who can invite me to the required Spaces?
If yes, follow steps in (4). If no, proceed to step (5) if possible (see the disclaimer below).

4.1) Install TeamDrive. You may need to click “Forget Password” in order to proceed with the login.
4.2) Ask a person, if they can invite you.
4.3) Repeat this process for all affected spaces.
4.4) Accept the invite.

From here on, you can only proceed if the Super-PIN is enabled. Otherwise, your spaces are inaccessible.
(Even if you cannot see the Spaces in the Client, they do use up volume from your depot on the server. The spaces have to be completely deleted in order to release the data volume. You can delete the spaces within the shop (or inside the admin console) under the title “Depots”. As a feature of security, you can only see the Space ID numbers. This is how you can locate your Space IDs.)

(5) Do I have my Super-PIN (either as key or as QR-Code)?
If yes, follow steps in (5). If no, proceed to step (6).

5.1) If you have the Super-PIN, login using the Super-PIN key in place of your password.
5.2) If you have the QR-Code, scan it and click on the link it generates.
5.2.1) A E-Mail will be sent to your account in which you will find a recovery-code.
5.2.2) Use the recovery-code in places of your password to login, and set a new password within the TeamDrive application.

(6) The manager/admin has enabled the master-password & I have the Super-PIN enabled (& my own Super-PIN has made an entry into the admins’ repository due to user activity within the client)
If yes, follow steps in (6). If no, proceed to step (7).

6.1) Contact the manager that you don’t have access to your account anymore (e.g. that you have forgotten your password/Super-PIN)
6.2) Manager/Admin navigate to the admin console and sends to the user a recovery-code.
6.3) Same procedure as in 5.2.1)

FROM THIS POINT ON FORWARD, YOUR SPACES ARE IRREVERSIBLY INACCESSIBLE. YOU CAN ONLY RECOVER YOUR ACCOUNT AND PROCEED FROM THERE.

The following steps will help you to regain access to your account if steps (1) – (6) did not work for you.

(7) Reset the Super-PIN

7.1) From here on, Spaces that associated with your original password, cannot be accessed any longer.
7.2) Deactivate the Super-PIN through the Admin Console (Your manger/admin has to do that for you.).
7.3) Upon login, select “Forgot Password”
7.4) Now, you can activate the Super-PIN again (please store it in safe and secure place!).

(8) The account manager has forgotten the Super-PIN repository master-password

8.1) Navigate to the admin console?
8.2) Under “Account” -> “Security & Keys” deactivate the Super-PIN repository (repository will be emptied because of that)
8.3) Enable the Super-PIN repository again and set a new master-password.
8.4) The Super-PIN repository will be filled with user keys after activity on the user clients, respectively. In this case, you cannot send recovery-codes if there are no entries to the affected user clients, since they have been deleted after the reset of the Super-PIN repository.
8.5) User, who can still login to their accounts, can still proceed to work normally. User who weren’t able to log in (e.g. because of a lost/forgotten password or any reason from above) will have lost access to their spaces and files within permanently.