Login Problems FAQ (Lost Password, Account, ...)

At present there is a high number of lost password issues. This is putting a large burdon on a free service like CAcert because it's a very sensitive area that can't be handled by the normal support mailinglist. Please read the I forgot my Password section below to find out what you can do now ...

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I created a new CAcert account but can't login

Help! I FORGOT my password ...

Alright. Your're one out of a hundred people with the same problem. But we have a lot of solutions for you:

Do you remember the answers to the five questions you filled out when you registered?

Yes - or maybe? Then go to https://www.cacert.org/index.php?id=5 and fill in your email address (that's your CAcert account name) and your date of birth. You'll be presented the five questions you set up when you created you account ... just answer them and you'll be given a way to log in again ...

Did you ever create a CAcert client certificate?

If yes, you can use it to do a Cert Login on CAcert.org. Just install the client cert in your browser and go to https://secure.cacert.org/index.php?id=4 - if you recieve an error message you probably don't have the client cert installed ...

You cannot use client certificates from any other CA. It needs to be a CAcert Client Certificate.

Do you really want to keep your old account?

If you don't mind to lose your old account you can just create a new one (with another email address of yours). Once you've done that, go to the dispute section in the menu and file a dispute for your old email addresses and domain names. You'll receive an email for every dispute that asks you to accept the disput. If you do so, the regarding email address or domain gets deleted from CAcert and you can add it to your new account on the usual way.

But remember: As soon as you accept a dispute for something, all related certificates are revoked. (eg. if you accept a dispute for blahdomain.net your old blahdomain.net certificate is revoked and cannot be used anymore). You also loose all of your assurance points.

Link to Dispute section: https://www.cacert.org/disputes.php?id=0

I need personal help because everything above isn't an option

If you really wish to salvage your account there is a solution as well. We are sure you understand, that someone has to work personally for you and so you're surely don't mind to remunerate those people for their time. Go to the Paypal Payment section on CAcert.org and pay something between US$10 and US$15 (the amount isn't finalised yet). You can either use your normal Paypal Account or pay by credit card.

 Alternatively you are welcome to donate your work worth about $US 15
      to CAcert, the CAcert wiki, support mailinglist, Translation, etc.

The link to lost password payment page is: https://www.cacert.org/index.php?id=5

It's not my fault that I lost my password - the system is broken

If you suspect something weird is going on you should subscribe to the support mailing list (see GettingSupport) and state your case there. You should be aware that most support people don't belive the story that your password changed without you doing anything wrong. But you can still try ;-)

Sometimes it happens that the administrators change the website to strip certain special characters from the input and passwords like qR3}X>d=47'Qk\yfnj7w4fX}Ks|v-#o(<c suddenly stop working. Just keep calm, provide as much information as possible and sooner or later someone will find out what went wrong ... ;-)

I forgot my Account Name

Your account name is the email address you provided when you registered with CAcert. You received at least one email on that address as you verfied your account.

If you still can't remember the address you used you can

Currently there is no real procedure for this as you're the first one with this problem ;-)

Policy Draft