Support

Last updated: August 20, 2026

Need help with Kael Security? Start with the topics below — if you’re still stuck, reach out and we’ll help you directly.

General support

Account issues, or questions about how something works.

support@kael.es

Report a security issue

Found a vulnerability? We take these seriously and welcome responsible disclosure.

security@kael.es

Privacy questions

Questions about your data, or requests to access or delete your account.

privacy@kael.es

I forgot my master password

We cannot recover it for you. Kael Security is zero-knowledge — your master password never leaves your device, and we don’t store it in any recoverable form. If you’ve truly lost it, the only way back into that vault is a password hint you set earlier or a backup you kept yourself. We know this is frustrating; it’s the same guarantee that keeps your vault unreadable to anyone else, including us.

Going forward, we recommend setting a password hint when you register (something only you would understand) and keeping a written backup of your master password somewhere safe, like a physical safe or a separate secure location.

Getting started

Creating an account: register with an email and a strong master password. Choose it carefully — see above.
Installing the browser extension: install it from the Chrome Web Store, then sign in with the same account you use on the web app. Your vault syncs automatically.
Autofill: the extension detects login forms as you browse and shows a fill badge in the field, or you can trigger it with Ctrl+Shift+L (Cmd+Shift+L on Mac).

Two-factor authentication & trusted devices

You can enable two-factor authentication and manage trusted devices from Settings in the web app. If you lose access to your 2FA device, use one of the backup codes you were given when you enabled it. If you’ve lost both, contact support@kael.es for identity-verified account recovery.

Organizations & shared items

Organization admins can add existing users directly or invite new ones by email link. Newly added members show up under “Pending Confirmation” on the organization page until an admin confirms their access — this is expected, and is part of how sharing stays end-to-end encrypted. Only the item’s creator or an organization admin can edit or delete a shared item; other members can view and use it.

Browser extension isn’t autofilling

Make sure you’re signed in and your vault is unlocked (open the extension popup to check).
Confirm the saved item’s URL matches the site you’re on.
Some sites load their login form dynamically after the page loads — try clicking into the password field directly to trigger detection.
Still stuck? Email support@kael.es with the site and browser you’re using.

Deleting your account

Account deletion is handled directly by our team to make sure it’s really you asking. Email privacy@kael.es from your account’s registered email address and we’ll take care of it.

Still need help?

Email support@kael.es — include as much detail as you can (what you were doing, what you expected, what happened instead) and we’ll get back to you.