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  • What is a Backup Kit and why do I need one?

    Your Backup Kit allows you to safely store your Master Password, New Device Key and account email address. If you ever lose access to all of your logged in devices or log out and uninstall the application, you'll need all of these to get back in.

    You should be walked through creating a Backup Kit when you first create your account. If you were not, or if you skipped this step originally, you can generate a Backup Kit from within the RememBear app. 

    Here's how to manually create a Backup Kit:



    Head into your settings, and locate the 'Account' tab. There, you'll see the option to "Get Backup Kit".


    Head into your menu by clicking the three horizontal bars, select 'Settings' and click "Create a Backup Kit".

    Whether you print your Backup Kit or write down the details by hand, be sure to store it somewhere safe. You'll need these three pieces of information (Master Password, New Device Key, and Account Email address) if you ever lose access to your account.

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  • What do I do if I forget my Master Password?

    Sorry to hear that you've forgotten your Master Password! When you initially created your RememBear account you would have been prompted to create a Backup Kit, which you hopefully printed and stored away securely. Your Backup Kit consists of your email address, New Device Key, and Master Password. You’ll be needing the information contained within the Backup Kit to re-gain access to everything stored in RememBear. 

    Before you go to restore your items, make sure you have your Backup Kit in front of you. Then, download and open the RememBear app on your device. At the login screen, select the “I already have a RememBear account” prompt and follow the instructions.

    If you’ve forgotten you Master Password and also lost your Backup Kit, unfortunately there is no way to recover the account. RememBear encrypts and decrypts your items directly on your physical device. This means we never have access to your Master Password, which in turn means we have no way of retrieving it from our end if you forget it (this is actually part of what makes RememBear so secure!). It’s very important to remember your Master Password and store your Backup Kit in a safe place for this very reason. If you have any questions regarding this or want to know what your options are if you've lost access to your account, you can get in touch with one of our friendly Support Bears - we're happy to help!

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  • What should my Master Password be?

    Great question! You’ll need to think of something strong, but memorable. Your Master Password will be a big part of what protects all of your other passwords. It’s also the password you’ll be using to unlock RememBear on a daily basis. We recommend that you use a strong password that you’ve never used before. It should include a few random words or characters (this will keep it memorable but strong). It should also be a minimum of 8 characters long and adding a number or two into the mix wouldn’t hurt. You could even include a special character, just to keep things exciting!

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  • I already have a TunnelBear VPN account, can I use it to login to RememBear?

    Currently, no. You’ll need to create a separate RememBear account for the time being. See our information on how to get started for more info.

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  • How do I migrate to RememBear from another password manager?

    RememBear has the ability to import passwords, credit cards and secure notes from LastPass and 1Password. We hope to add more import options in future versions. The import feature is currently available on RememBear for Windows and macOS.

    NOTE: Secure notes have a character limit of 5000. If you are trying to import notes that exceed this limit you'll be presented with a warning during the import procedure and the note will be automatically shortened.

    How to export from your current password manager:

    Exporting on LastPass: 

    Find more information on exporting your passwords to a .CSV file from LastPass here
    Make sure to select the option to “Include Column Labels” during export

    Exporting from 1Password: 

    Find more information on exporting your passwords to a .CSV file from 1Password here.
    Make sure to select “All Fields” and the option to “Include Column Labels” during export

    NOTE: RememBear only supports importing CSV files in English. If you are using 1Password in a language other than English please switch it before performing the export.

    How to import into RememBear:

    Importing on Windows:

    Open the RememBear application, locate the gear icon on the left hand side, under the General tab, find the Import section and select browse.

    You can also import passwords saved in both Chrome and Firefox* browsers. Simply head into your settings and locate the "Import from Browser" button. Then, select the browser(s) you want to import from and select the items you want to import.

    *If you have a Master Password set up in Firefox, you will not be able to use this import process as your bear will not be able to decrypt your passwords.

    Importing on MacOS: 

    Open the RememBear application, select File, then select Import and click Import from another password manager.

    For security reasons, don’t forget to delete the .CSV file completely once you’ve imported your passwords. 

    Importing on iOS or Android: 

    We don't currently support import on mobile platforms.

    If you run into any issues importing your passwords, let our support bears know.

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  • How do I change my email?

    You’ll need access to the RememBear app to change your RememBear account email address. 

    On Windows & macOS: 

    Open the main RememBear app window. In the sidebar menu on the right, locate the gear icon (bottom corner) and select it. A new menu will open. Under the Account tab locate the Change Email option and select it.  Follow the instructions.

    On Android & iOS: 

    Open the RememBear app. Select the menu button from the top left corner (3 horizontal lines), this will open a sidebar menu from the right edge of the screen. Locate the Settings option and select it.  A new menu will open. Locate the Account section and select the Change Email option. Follow the instructions.

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