G3NOSYSTEMS
MoatKey · Help

Troubleshooting

Last updated October 2, 2026

I forgot my master password

Use your Emergency Kit: on the sign-in screen choose Forgot master password? and follow these steps. MoatKey can't reset it for you, because we never have it. If you have no Recovery Key, the vault can't be opened by anyone.

I'm locked out or can't sign in

  • "That email and master password do not match." Check the email and the master password, including caps lock.
  • "Too many attempts. Wait a minute, then try again." Wait a minute before trying again.
  • "Your master password changed on another device, so MoatKey locked." Unlock with your new master password.
  • Make sure you have the latest version of both the extension and the Android app. Older versions can't sign in after recent security updates.
  • "MoatKey could not reach the server." Check your internet connection, then try again.

No email code when signing up

  • Wait a minute, then choose Send a new code. Use the code from the newest email.
  • If the email has a link instead of a code, open it, then come back and sign in with your master password.
  • Check your spam or junk folder.

My phone isn't approving the browser unlock

  • Open MoatKey on the phone. The request appears there, and it lasts 2 minutes. If it expired, choose Approve on your phone again in the browser.
  • If you see Pair again, or "This browser is not paired with this phone", pair again: after the 0.6.1 update, earlier pairings were ended. See Pair your phone and browser.
  • Approving needs your fingerprint or face. If none is set up on the phone, its screen lock is used instead.
  • Update both apps to the latest version.
  • You can always choose Use master password instead.

An invitation isn't showing

  • Sign in with the exact email address the invitation was sent to. "This invitation was sent to a different email address" means you're signed in with another one.
  • Finish setting up your vault (and your master password) before accepting.
  • Invitations expire after 7 days. Ask for a new one.
  • Accepted but the Castle still isn't there? An owner or Castle Admin has to open Members and add you under People who accepted. Let them know, and compare safety numbers while you're on the phone.

My plan isn't showing

  • Open Plan & billing and choose Refresh.
  • Android app Choose Restore purchases, with the Play Store signed in to the Google account you paid with.
  • Check you're signed in to the same MoatKey account you bought the plan with. A plan belongs to one MoatKey account.

Still stuck?

Email support@g3nosystems.com. Never send us your master password or Recovery Key: we never need them and will never ask for them.