I lost my user name & password

In case you forgot your log-in data and your client is logged out from your account, you find below the needed steps to reactivate access.

[Account recovery with PUK]     [Account recovery without PUK]

Account recovery with PUK

• Start your client with no user logged in. In case you are already logged in, please log out now.
• Visit us at https://account.cyberghostvpn.com/ and click on ‚Oops, I forgot my password’.

• In the next window please enter your PUK (you got that security key when creating an account).
• Once done, click on ‘Recover my account’. 

• If you entered the right data you will be forwarded directly to your recovered account management. There you click on the menu entry 'My account' and change in the area 'Account Settings' your user name and your password.
• Click on 'Change', enter the new user name/password, click again on 'Change' and confirm with your PUK. 

• Verify on the page 'My Devices' there are enough free slots for the amount of devices you want to use CyberGhost with. If not, remove one or more devices, before you log-in with a client.
  
• Start your CyberGhost client, click on 'Log-in' and enter your changed credentials. 
  

Account recovery without PUK

• Regular subscriptions with automatic activation: If you purchased a subscription through our website, using our payment provider "Cleverbridge", you can recover you account by providing us with the order reference number and e-mail address, which you used for the purchase. The order reference number can be found in the order confirmation e-mail, which you received after making the purchase. In case you also lost this mail, we can't recover your account, because you lost your PUK and proof of purchase.

Recover my account using my order reference number

• Prepaid  subscriptions (e.g. Paybilla, Indiegogo, Offline Retail Box) with manual activation: If you received an activation code for a regular subscription, e.g. after purchasing at Paybilla, Indiegogo, offline stores (only German speaking countries), please create a support ticket and provide us with the activation code you got and which you used for activating a subscription for your account. If you did not yet activate the code, please simply create a new account and activate the key code there.

Recover my account using my activation key (might take up to 2 working days)

• Promo-Keys: If you received an activation code by one of our promotional campaigns, please create a support ticket and provide us with the activation code you used for activating a regular subscription for your account. If you did not yet activate the code, please simply create a new account and activate the key code there.

Recover my account using my activation key (might take up to 2 working days)