You can find Frequently Asked Questions here.

■ For Paid Users

[Service Names]
Zenlok Premium, Zenlok Archive

[Contact Us]
Please contact your degicated customer support center.
Please refer to the contract or check a mail from our support center for the details.
You can contact from our Dedicated Support Web Site (Japanese only / external link) as well.

About Registration

Can I use Zenlok™ no matter what browser version and provider?
Please refer to System Requirements.
The registration button seems to be disabled and I cannot click. Why?
Please check and see if you typed your email address, ZenPass, and ZenPass Confirm correctly in the registration form.
If a field is typed correctly, you will see the word [OK] in a blue label beside it. Then, please check the [Accept EULA] box, and click the [Register] button.
I got an error message saying "This browser is not what you used when you began registering." Why?
Please check and see if your default browser and the browser you used to register with Zenlok are different. If they are different, you will see this message.
You should use the same browser until completing the registration in order to generate and and store your keys in the browser.
If I share a PC with other people, can more than one user register with Zenlok on the same machine?
Yes, multiple users of the same PC can register. There is no limit to the number of registered Zenlok users per PC.
*Please note that Internet Explorer has a limited amount of storage space, so if you plan on registering more than 5 email addresses, you are advised to use another supported web browser.
* If you save your ZenPass in the browser, it is possible that another user can access your data.
We recommend that you do not activate the "remember me" option for your ZenPass.
What should I do with Sync confirmation mail?
Please click the URL in the sync mail and enter your email address and ZenPass that matches the email address.
Your account will be synced to your browser and you can login and send secure mails.
No registration confirmation mail has been sent.
If you do not receive a registration confirmation email, please check your spam box.

About Login

Why can't I login?
Are you registered to Zenlok already? If not, please register in order to login.
If you cannot remember your ZenPass, please click the Forgot ZenPass link.
If you are not synced and do not have an exported key data (.zpk), you need to deregister and re-register.
I forgot my ZenPass, what should I do?
The ZenPass hint email will help you to recall your ZenPass. After requesting the mail, please check your registered email inbox.
If you are able to remember your ZenPass, please go back to the Zenlok page, and login using your ZenPass.
If you cannot recall your ZenPass but you have already set your mobile phone at the SMS ZenPass Rescue page, access to [Support] > [SMS ZenPass Rescue].
If you are a premium (Paid) user, please contact your SuperAdmin or Secondary SuperAdmin to get your [ZenPass] from [MyZenlok] > [Settings] > [Administrator] > [User Settings] > click user's [Z] button.
Can I change my registered ZenPass?
You can change your ZenPass from [MyZenlok] > [Settings] page.
[ZenPass Hint] is required whenever you change your ZenPass.

About ZenPass Hint

What is ZenPass Hint?
The ZenPass Hint mail will help you to recall your ZenPass.
Please click the Forgot ZenPass? link to get your registered hint.
* Please update your ZenPass Hint when you update your ZenPass.
Can I change my ZenPass Hint only?
You can change your ZenPass Hint from the [Settings] page. You will be required to enter your ZenPass.
I got a ZenPass Hint mail. Now what should I do?
ZenPass Hint mail will help you to recall your ZenPass.
If you are able to remember your ZenPass, please go back to the Zenlok page, and log-in using your ZenPass.

About SMS ZenPass Rescue

What is SMS ZenPass Rescue?
The SMS ZenPass Rescue service is available on the [Zenlok Settings page > ZenPass Settings > SMS ZenPass Rescue] page. This SMS ZenPass Rescue allows you to securely retrieve your ZenPass via SMS (Short Message Service).
After you set your mobile phone, you can request an SMS ZenPass Rescue message on the Zenlok FAQ page.
* Please update your SMS ZenPass Rescue when you change your ZenPass.
Do I need to pay in order to use SMS ZenPass Rescue?
No, it is a free service.
Can I register any phone number when using SMS ZenPass Rescue?
Please enter your mobile phone number without hyphen (-). (e.g. 080/090 xxxxxxxx)
I don't get any SMS ZenPass Rescue mail even though I registered my mobile phone number. Why?
Please wait for a couple of minutes. If you set any email filters, please make it invalid and try SMS ZenPass rescue again.
* If you have changed a mobile phone company from other by MNP (Mobile phone Number Portability), you may not able to use the service.
I set SMS ZenPass Rescue and got an SMS message to my mobile phone. What should I do?
If you use the SMS Password Rescue service, Security Code will be sent to you mobile phone by SMS. Please enter the Security Code to the SMS ZenPass Rescue Page. Your ZenPass will be displayed on the screen.
* Please be careful not to show your ZenPass to a third party.

About Receiving/Decrypting Zenlok encrypted mail

I got a Zenlok mail, how can I decrypt the file?
When you receive a Zenlok mail, you can decrypt it without registering with Zenlok. Please click the URL in the Zenlok mail.
However, senders do have the option of requiring that a recipient register before the email can be opened. In that case, please follow the registration process in order to open the email you have received.
If you get a [decryption password], please copy and paste it as a password to open the encrypted Zip file you received.
If a download page opens, please select files you want to download on your PC.
Why are recipients of my emails receiving encrypted Zip files?
Based on your user settings, Zenlok alters the outgoing emails, placing certain parts of the messages in an encrypted Zip attachment or a download URL link.
You can alter your settings in the settings page.
I received Zenlok mail with a [filename.txt] file as attachment.
What is this?
If you send a Zenlok mail, all the encrypted emails will have an attached file called "filename.txt".
Zenlok emails will be sent as a simple download URL link.
Attaching a "filename.txt" makes it easier for users to search the attachment in the archive search page and also in .
Should I use my ZenPass as a password to open encrypted Zip files I received through Zenlok mail?
No, they are not the same. The ZenPass is the the password you use in order to retrieve the Zip password. That is, when you receive a Zenlok encrypted email, there will be a URL present in the email that you must click in order to access the encrypted portions of the email.
When you click this URL, you will be asked to enter your ZenPass. After doing so, you will receive the Zip password. As a result, you ZenPass is very important and must not be forgotten.
Please note that if you are already registered to Zenlok, forwarding a Zenlok encrypted email to a third party does not give them access to the attachments. You must first decrypt the attachments, and then send them in a new message in order for the third party to be able to access the files.
I cannot decrypt the Zip file. What should I do?
Most likely the zip software you are using is having difficulty recognizing the format of the encrypted Zip file.
Please download/install unzip software to your PC.
* Download and installation of software is your responsibility.

■ For Paid Users

[Service Names]
Zenlok Premium, Zenlok Archive

[Contact Us]
Please contact your degicated customer support center.
Please refer to the contract or check a mail from our support center for the details.
You can contact from our Dedicated Support Web Site (Japanese only / external link) as well.

Forgot ZenPass?

About ZenPass Hint

The hint set during the registration process will be emailed to you.
(Zenlok is unable to reset
your password.)

About SMS ZenPass Rescue

If you have set the SMS ZenPass
Rescue, open your SMS ZenPass Rescue page from here.

Email:
ZenPass: