Frequently Asked Questions
I changed my password and now get an error message when I try to use my Personal Safe
When activating the Personal Safe feature, VPN Tracker generates a Personal Safe key which is encrypted with your equinux ID password and securely stored on our servers. When creating your safe, you are given a Recovery Key, which you should store and keep in a safe place.
If you change your equinux ID password later on, VPN Tracker can no longer decrypt your Personal Safe. You will need to re-enter your original password so VPN Tracker can re-encrypt your connections.
If you have forgotten your original password, you have the option of entering your Recovery Key instead of the original password.
If you have lost both, but you have access to another Mac where have or had installed VPN Tracker, you might still find the Recovery Key in your macOS Keychain:
If you do not have access to your old password or the Recovery Key, the only way to gain access to your Personal Safe is by resetting it on the server.
Important: Please be aware that, as a security measure, you will lose all of your stored connections if you perform a server reset. This FAQ instructs you how to perform a reset of your Personal Safe if required.
If you change your equinux ID password later on, VPN Tracker can no longer decrypt your Personal Safe. You will need to re-enter your original password so VPN Tracker can re-encrypt your connections.
If you have forgotten your original password, you have the option of entering your Recovery Key instead of the original password.
If you have lost both, but you have access to another Mac where have or had installed VPN Tracker, you might still find the Recovery Key in your macOS Keychain:
- Open Keychain Access.app. On modern macOS versions you might get asked whether to open the Passwords app instead; please confirm to open the Keychain instead.
- In Keychain Access.app, navigate to the "Passwords" tab.
- Here, enter "Recovery" in the search field.
- Look for an item named "Recovery Password for the Personal Safe Master Key of [your email]".
- Double-click the item to open the details for it.
- In the dialog that opened, set the checkmark for "Show password". You need to confirm this with the password of you macOS user account.
- Copy this password and enter it in the VPN Tracker dialog to recover access to your connections.
If you do not have access to your old password or the Recovery Key, the only way to gain access to your Personal Safe is by resetting it on the server.
Important: Please be aware that, as a security measure, you will lose all of your stored connections if you perform a server reset. This FAQ instructs you how to perform a reset of your Personal Safe if required.