Forgot Your TrekMail Password?

TrekMail uses separate credentials for the account Dashboard, each mailbox, and Drive sync devices. Most access problems come from using the right password in the wrong place. This guide helps you choose the correct recovery path.

Identify the credential

Before you reset anything, identify which one you've forgotten:

• Account password: used to sign in to the TrekMail Dashboard, where domains, mailboxes, billing, and settings are managed.
• Mailbox password: used to sign in to webmail or add that mailbox to an email app. Each mailbox has its own password.
• Drive device password: used by a Drive sync app. It is created per device from Sync devices and shown only when created. If you lose it, revoke that device password and create a new one.

These are separate secrets. Changing one does not change the others. Losing a Drive device password affects only that sync connection.

Use a mailbox password for webmail. Use the device password created for that specific Drive sync app, not a mailbox or Dashboard password.

Resetting the account password (dashboard)

1. Open your dashboard URL:
   • For most users: trekmail.net and click Sign In.
   • If your provider uses White Label Lite: use the active branded Dashboard address they supplied.
2. Click Forgot Password.
3. Enter your sign-in email. A CAPTCHA may be required.
4. Click Send reset link. The response is intentionally generic and does not confirm whether the email exists.
5. Check that inbox, including its spam folder. The link is valid for 60 minutes.
6. Open the link, set a new password, and follow the sign-in prompt.

Common gotchas:

• Check the spam or junk folder if the reset email is not in the inbox.
• The reset link expires after 60 minutes. If you wait too long, request a new one.
• If the sign-in email was entered incorrectly when the account was created, contact support.
• If you use a connected sign-in provider and have never set a TrekMail password, sign in with that provider first, then add a password from Account → Password.

Resetting a mailbox password

Choose the recovery method that matches what you still have access to.

Path 1: You're the account admin

If you have dashboard permission to change mailbox passwords, the simplest path is:

1. Open the Mailboxes page.
2. Find the mailbox you need to reset.
3. Click Manage, then open the Security tab.
4. In Mailbox password, set a new password and click Save password.

Update webmail and every email app with the new password. Walk-through: Changing a Mailbox Password as Admin.

This is the easiest path. The other two are for mailbox users who don't have dashboard access.

Path 2: You have a recovery code (or one-time access code)

You may have one of these codes:

• A one-time access code issued by the account admin.
• A recovery code saved when the mailbox was set up.

Use either to reset without admin help:

1. Go to the mailbox password reset page. It is also linked from the webmail sign-in page as Forgot password? Use the branded mailbox password page if your provider gives you one.
2. Enter your mailbox address (alice@yourcompany.com).
3. Select Recovery code mode.
4. Paste the code, set a new password twice, click Reset.

An administrator-issued one-time code expires after 24 hours and is consumed when used. A legacy recovery code saved during older mailbox setup is also consumed when used. Generating a new administrator code invalidates both earlier one-time codes and any remaining legacy recovery code.

Walk-through: Mailbox Owner: Change Password Yourself.

Path 3: You have a recovery email set on the mailbox

If a recovery email is configured on the mailbox (e.g. alice.personal@gmail.com as a backup), you can request a password reset link via that email:

1. Go to the mailbox password reset page.
2. Enter your mailbox address.
3. Select Recovery email mode.
4. Click "Send link".
5. The reset link arrives in your recovery email. Click it, set new password.

A few important notes:

• The mailbox reset page always gives a generic response. This prevents someone from discovering which mailboxes have recovery email configured.
• If the recovery email was not configured, no link will arrive. Use another recovery method instead.
• The link expires after one hour and can be used only once. Request a fresh link if it has expired.

Path 4: You still know the current mailbox password

Use Current password mode on the mailbox password page to choose a new password when you still know the old one.

Path 5: Ask the account admin

If you're a mailbox user without admin access, you remember neither current password nor recovery code, and either don't have a recovery email or didn't receive the link:

• Ask the account admin (the person who created the TrekMail account / mailbox) to reset the password for you via Path 1.
• The admin can also issue a one-time access code for the self-service route.

What happens to your data when you reset

For mailbox passwords:

• All email messages in your mailbox are preserved.
• All folders and labels stay.
• All mail rules / Sieve filters / auto-replies stay configured.
• All IMAP/SMTP-connected clients stop working until they're updated with the new password. Update each client to the new password to restart syncing.

For account passwords:

• All your mailboxes are preserved.
• All billing history and subscriptions are unaffected.
• Review active API tokens separately if you suspect they may have been exposed.
• Other signed-in Dashboard sessions and remembered devices are revoked when the account password is changed. The session used to change it is refreshed.

2FA after a password reset

If you have 2FA enabled and reset your account password, 2FA stays enabled. Your new password is half the auth equation; your authenticator app provides the other half.

If you've also lost access to your 2FA authenticator (lost phone, etc.):

• Use a recovery code if you saved any during 2FA setup. Each code is single-use.
• If you have neither password nor a recovery code, open a support ticket from another address. Identity must be verified before 2FA can be reset.

Common mistakes

• Trying the account password in webmail. Webmail needs the mailbox password.
• Trying a mailbox password in the Dashboard. The Dashboard needs the account password.
• Using an expired reset link. Reset links expire 60 minutes after issue. Request a new one.
• Requesting too many reset links. Reset requests have rate limits. Stop retrying and request one fresh link after the limit has cleared.
• Opening an expired or incomplete link. Request a new link from the same sign-in page and use the full link from the email.