What to Do if You Get Locked Out of Your Vault

    Getting locked out of your password vault can feel stressful — but don't worry, we can help. This article covers the most common reasons you might be locked out and what to do in each situation.

    Can't Remember Your PIN?

    If you've forgotten your PIN, you can still unlock your vault using your master password instead.

    1. Open the Bitwarden extension or app
    2. When prompted for your PIN, look for the option that says Use master password instead and click it
    3. Enter your master password to unlock your vault
    4. Once inside, go to Settings → Account Security and reset your PIN to something new

    Can't Remember Your Master Password?

    Your master password is the key to your vault. LanClub does not store your master password and cannot retrieve it for you — this is by design to keep your data secure.

    However we can help you reset your account access. Here's what to expect:

    Important: Resetting your vault access means your existing encrypted data cannot be recovered. You will start with a fresh vault. This is why we encourage you to store your master password somewhere safe — such as written down in a secure location at home.

    To request a vault reset:

    1. Email help@lanclub.nz with the subject: Vault Reset Request
    2. We'll verify your identity and reset your account
    3. You'll receive a new invitation email to set a new master password
    4. You can then re-add your passwords manually or re-import them from your browser

    Vault is Locked and Won't Accept Your Password

    If you're sure you're entering the correct password but your vault won't unlock, try the following:

    Check the server URL is correct:

    1. Open the Bitwarden extension
    2. Click Settings
    3. Make sure the Server URL shows https://vault.lanclub.nz
    4. If it shows anything else, update it and try again

    Try the web vault directly:

    1. Go to https://vault.lanclub.nz in your browser
    2. Try logging in there — if this works, the issue is with the extension rather than your account

    Clear the extension cache:

    1. Right-click the Bitwarden icon in your toolbar
    2. Click Manage Extension or Extension Settings
    3. Look for an option to clear data or reset the extension
    4. Try logging in again

    Bitwarden Extension Has Disappeared

    If the Bitwarden icon is no longer visible in your browser toolbar:

    Chrome / Edge:

    1. Click the puzzle piece icon (🧩) in the top right of your browser
    2. Check if Bitwarden is listed — if so, click the pin icon to bring it back
    3. If Bitwarden isn't listed at all, it may have been uninstalled — see our Installing the Browser Extension article to reinstall it

    Firefox:

    1. Click the Extensions menu (puzzle piece icon)
    2. If Bitwarden is listed, right-click it and select Pin to Toolbar
    3. If it's not listed, reinstall it following our Installing the Browser Extension article

    Account Has Been Disabled

    If you receive a message saying your account has been disabled or suspended, email help@lanclub.nz and we'll look into it straight away.

    Still Stuck?

    If none of the above has resolved your issue, submit a ticket at https://help.lanclub.nz or email help@lanclub.nz with as much detail as possible about what you're seeing and we'll get you sorted.

    Published