If you're having trouble signing in, you're not alone. Losing access to an account can be frustrating, especially when you're unsure which login method your account uses. This guide will help you identify your account and walk through the steps to regain access.
Cloaked supports two different sign-in methods, depending on how your account was created:
• One-Time Passcodes (OTP) sent to your phone
• Master Password login, which uses a password and recovery key
These methods work differently, so the first step is figuring out which one your account uses.
1. Identify your account
The first step is to determine which phone number or email address is linked to your Cloaked account.
Go to my.cloaked.com or open the Cloaked mobile app
In the username field, test all credentials you may have used
Try any phone numbers you might have signed up with
If those aren’t recognized, try your personal email addresses
Once you enter a recognized credential, Cloaked will guide you through the correct login method for your account.
What happens next
Asked for a password
Your account uses the Master Password login method. See Step 3.Sent a 6-digit code by text
Your account uses One-Time Passcodes (OTP). See Step 2.Nothing is recognized
Contact Cloaked Support at help.cloaked.app so we can help locate your account.
2. If you use a code (One-Time Passcode)
If Cloaked sends a code to your phone, enter it to sign in.
With this login method, you do not have a password. Instead, a temporary 6-digit code is sent to your phone each time you sign in.
Each code works only once and expires shortly after it is sent.
Not receiving the code?
Not receiving the code?
Check that your phone has signal and can receive text messages
Wait 60 seconds before selecting Resend code
Lost access to your phone number?
Lost access to your phone number?
If you no longer have access to the phone number used for OTP login, signing into that account may not be possible. Because OTP login depends entirely on that phone number, it acts as the identity verification method for the account.
In this situation, contact Cloaked Support. If the account cannot be recovered, our team can help cancel any active subscription so you can create a new account with a number you control.
3. If you use a Master Password
Some Cloaked accounts sign in using a Master Password instead of OTP codes.
Your master password is used to unlock your encrypted Cloaked data.
Cloaked uses zero-knowledge encryption, which means:
• Cloaked does not know your password
• Cloaked cannot reset or recover it for you
• Only your password or recovery key can unlock your account data
If you forget your master password, you will need your Recovery Key to regain access.
Find your Recovery Key
Your Recovery Key is a 43-character code made up of letters and numbers. You were prompted to save it when you joined Cloaked.
Find your Recovery Key
Your Recovery Key is a 43-character code made up of letters and numbers. You were prompted to save it when you joined Cloaked.
On a computer: Check your Downloads folder for a PDF named recovery-key
On a phone: Check your Photos for a screenshot of a long code or your Files app
Use your Recovery Key to reset your password
Use your Recovery Key to reset your password
On the password screen, select Forgot password
Enter your Recovery Key exactly as it appears
Create a new password when prompted
Tip: If copying from a screenshot, double-check that there are no extra spaces or symbols. The key must be one continuous string of exactly 43 characters.
4. Last option: Hard Reset
If you’ve forgotten your password and no longer have your Recovery Key, a Hard Reset is the only way to access your account again.
What you keep
Cloaked-generated email addresses
Cloaked-generated phone numbers
What you lose
Stored passwords and usernames
Identity details
Message history
This process allows you to recover the account itself, but encrypted data stored inside the account cannot be recovered.
How to request a Hard Reset
On the recovery page (where it asks for your Recovery Key), select Don’t have your recovery key?
Choose which email address or phone number should receive the reset link
Open the link to reset your account and receive a temporary password
After signing in, you must immediately:
Create a new master password
Generate and save a new Recovery Key
Your previous Recovery Key will no longer work after the reset.