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Summary
TIP: In June 2019, McAfee updated True Key for Android, iOS, Windows, and macOS. This update includes some changes to the authentication methods that you use to sign in to True Key. For more information, see TS102925 – Changes to authentication methods in True Key (June 2019).

Your True Key Master Password provides access to the important information and passwords stored in your True Key app. If you forget your Master Password, you can become locked out of True Key and no longer have access to any of this information.

Read this article for how to:

  • Reset your True Key Master Password. Use this option if you are unable to sign on to True Key. You have forgotten your Master Password and are now locked out.
  • Change your True Key Master Password. Use this option to change to a password that is easier to remember. You must be able to sign in to True Key to change your password.
Back up your data before making changes
Before making any major changes to True Key, we recommend that you export (back up) your True Key profile data. Major changes include changing the Master Password, or uninstalling and then reinstalling True Key.

Backing up your profile data helps to avoid the possibility of you losing access to your passwords.

NOTE: The Firefox and Edge True Key browser extensions are not able to export your True Key data. If you want to export your data using a True Key browser extension, we recommend that you use the True Key extension for Google Chrome.

To learn how to export your True Key passwords, watch this video, or see article TS103027 – How to export your True Key data:

To view and subscribe to more videos, visit the official McAfee YouTube channel.

Solution
Choose one of the options below:

Use the Forgot Master Password option to reset your password when you can’t sign in to True Key because you have forgotten your Master Password. Or, because your password is not recognized.

NOTES:

  • The Forgot Master Password option works only if you have not disabled the Master Password Reset feature in the Profile Preferences of True Key. This option is set to Enabled by default.
  • You can reset your Master Password only on a Trusted Device. A device is trusted only if you have added it as a Trusted Device to your True Key Profile.
  • On Windows or macOS, you must have the latest True Key web browser extensions installed and running before you can reset your Master Password using your browser. You can download the latest browser extensions by going to truekey.com and clicking Download It’s free.

Steps to reset the Master Password
Which device do you want to use to reset your Master Password?

NOTE: Even if you are using the True Key Windows app, McAfee recommends that you download the latest True Key browser extension for either Google Chrome or Mozilla Firefox. Download the extension before you reset your Master Password.

To install the extension, go to truekey.com and click Download It’s free. For more information, see TS102635 – Feature comparison between True Key app and the True Key extension

.

  1. Open True Key on your Windows PC.

    NOTE: You can open the True Key Windows app or the True Key browser extension in either Google Chrome or Mozilla Firefox. (The True Key Windows app must be installed for you to open it.)

  2. Type the email address associated with your True Key account.
  3. In the Enter your Master Password window, click Forgot your Master Password. A reset email is sent to your registered email address.
  4. Check your inbox for an email from True Key.

    NOTE: The link in the email expires in 30 minutes. Make sure that you click the link before it expires.

  5. Follow the steps in the email. With the steps, you can create a new Master Password and confirm it.

Watch this video to learn how to reset your Master Password on iOS. (The steps are the same for Android.) Or, follow the manual steps.


To view and subscribe to more videos, visit the official McAfee YouTube channel.
  1. Open True Key on your iOS or Android device.
  2. On the Sign In page, tap Forgot Master Password?.
  3. Type the email address associated with your True Key account.
  4. Tap Send me the link.
  5. Leave the True Key app open, and check your inbox for an email from True Key. Before you tap the link in the email, see the notes below. The email looks like this:

    True Key email with Reset my password link

  1. Tap Reset my password.

    NOTES:

    • The link in the email expires in 30 minutes. Make sure that you tap the link before it expires.
    • Only tap the Reset my password link on the device that was used to request the password reset. If you open the email on a different device, or a device that does not have True Key installed, and then tap Reset my password, the password reset fails. You must start the process again.
    • On Android 6 or later: When you tap Reset my password, the True Key app opens to allow you to reset your password.
    • On Android versions earlier than 6: When you tap Reset my password, you are given the option of opening the app or your web browser. Ensure that you select the app; you are not able to reset the password using the web browser on Android devices.
  2. Follow the prompts. With the prompts, you can create a new Master Password and confirm it.

NOTE: Even if you are using the True Key macOS app, McAfee recommends that you download the latest True Key browser extension for either Google Chrome or Mozilla Firefox. Download the extension before you reset your Master Password. The True Key browser extension does not support Safari on macOS.

To install the extension, go to truekey.com and click Download It’s free. For more information, see TS102635 – Feature comparison between True Key app and the True Key extension.

  1. Open True Key on your Mac.

    NOTE: You can open the True Key macOS app or the True Key browser extension in either Google Chrome or Mozilla Firefox. (The True Key macOS app must be installed for you to open it.)

  2. Type the email address associated with your True Key account.
  3. In the Enter your Master Password window, click Forgot your Master Password. A reset email is sent to your registered email address.
  4. Check your inbox for an email from True Key.

    NOTE: The link in the email expires in 30 minutes. Make sure that you click the link before it expires.

  5. Follow the steps in the email. With the steps, you can create a new Master Password and confirm it.

If you are unable to reset your password using the steps above (for example, you don’t have access to a trusted device), contact Technical Support for assistance. You might need to create a new True Key account.

TIP: McAfee does not recommend that you create a new account with the same email address as your previous account. Reusing the same email address requires you to first delete your existing True Key account. This action is not recommended. If you ever remember the Master Password for the original True Key account, you can’t use it to sign in. Instead, we strongly advise that you create a new account with a different email address.

What to do if you see an error
This table shows some of the errors that you might see during a Master Password reset. If you see one of these errors, perform the action in the column on the right.

Error message Action to take
Hmmm, that link didn’t work. Please go back and request a new link. Tap Back and start the process again.
Something went wrong. Please request a new link. Tap OK and start the process again.
Sorry, that link expired. Please go back and request a new link. You see this error if too much time passed between the time you received the email and when you clicked the Reset my password link. Tap Back and start the process again.
Use a Trusted Device. You can only reset your Master Password from a device you have set as trusted. Tap OK, and then start the process again on a Trusted Device. The requirement to access from only trusted devices prevents someone else from accessing your account from an unknown device. True Key does not recognize a device unless it is trusted.
That link didn’t work because this feature is not available. Please try again later. You see this error if we are unable to process your password reset. This processing issue might be because of technical reasons on the McAfee back-end servers. Wait several hours and try again.
Sorry you tried too many times. For your security, we locked your password reset for 24 hours. Please try again later. You see this error if you tried unsuccessfully to reset your password three times or more. Tap OK and wait 24 hours before you start the process again.
Sorry you can’t use this feature. You disabled the ability to reset a forgotten password. Tap OK, and then enable the Master Password Reset feature in the Profile Preferences of True Key.
Sorry that link didn’t work because the app was closed. Please request a new link, then leave this app open. Tap OK. Make sure that True Key remains open on the device that was used to request the password reset. Then start the process again.

Use this solution to change your Master Password if you can sign in to True Key:

IMPORTANT: Before you make any major changes to True Key, we recommend that you export, or back up, your True Key profile data. Major changes include changing your Master Password, or uninstalling and then reinstalling the True Key app or extension. Backing up your data avoids the possibility of you losing access to your passwords.

For more information, see article TS103027 – How to export your True Key data.

Steps to change the Master Password
Which device do you want to use to change your Master Password?

  1. Sign in to True Key on your PC or Mac.
  2. View your profile by clicking your name or the profile icon in the upper-right corner.
  3. Click Edit next to Change Master Password.
  4. Type your current Master Password, and then type your new Master Password.
  5. Type your new Master Password again to verify it.
  6. Click Change Password. The Master Password Changed message tells you that your password change was successful.

  1. Sign in to True Key.
  2. Tap the stacked menu (hamburger) icon in the upper-left corner.
  3. Tap Settings, and then tap Change Master Password.
  4. Type your current Master Password, and then type your new Master Password.
  5. Type your new Master Password again to verify it.
  6. Tap Change Master Password. The Master Password Changed message tells you that your password change was successful.

  1. Sign in to True Key.
  2. Tap the Preferences tile in the lower-right corner.
  3. Under My Factors, tap Master Password.
  4. Type your current Master Password, and then type your new Master Password.
  5. Type your new Master Password again to verify it.
  6. Tap Change Master Password. The Master Password Changed message tells you that your password change was successful.

NOTE: If you have a problem, make sure that you are using the correct current Master Password and try again. If you are still unable to change the Master Password, contact Technical Support.

Source : Official McAfee Brand
Editor by : BEST Antivirus KBS Team

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