Hivenet cannot recover a forgotten encryption passphrase. First look for a saved copy, and keep any device where your files still open signed in while you save usable copies.
Check which credential is missing
If you cannot sign in, you may need to reset your account password. If you can sign in but a file-access screen asks for an encryption passphrase, an account password reset will not recover it.
Look for a saved passphrase
Check the password manager or secure place where you saved your Hivenet encryption passphrase.
Make sure you found the passphrase for this account, rather than its sign-in password or a Send transfer password.
If the app reports an incorrect passphrase, enter the saved value carefully. Preserve capital letters and intended spaces; check for extra spaces introduced when copying it.
If you believe the saved passphrase is correct but it is rejected, note the exact message and contact Support. An error message alone does not establish that every copy of your files is lost.
Save files that still open
Do not sign out, clear app or browser data, uninstall Hivenet, or reset or delete the account before checking for usable copies. These actions can remove a working route to your files.
On a device where you are already signed in, check which files you can still open.
Download or export the files you need to a location outside Hivenet.
Open the saved copies to check that they are complete. A filename or preview alone does not confirm a usable copy. Keep other usable originals and backups.
If a download or export fails, contact Hivenet Support before making account changes. Keep the working session open and record the action and exact error.
Discuss any reset with Support
If you cannot find the passphrase, contact Hivenet Support to check the options for your account. Include your registered email, device and app or browser version, and the exact error. Tell them which apps are still signed in and whether you can open or export any files.
Support may discuss a workspace reset where it is available. A workspace reset deletes the files stored in that workspace while keeping the account. It does not recover the passphrase or those files. Ask which files and account settings would be affected, and keep that explanation before you agree.
Deleting the whole account is a separate action. Ask Support to explain its file and subscription consequences before you decide. Deleting an account does not recover a forgotten passphrase or the files it protects. Do not create a new account as a recovery step: it does not restore files encrypted under the old account.
Do not send Support your account password, encryption passphrase, verification codes, or private file contents.