Recovery keys: why we don’t store them — and why that’s a good thing

If you’ve ever been prompted for your recovery key while trying to access your Level account, you might’ve wondered what it is — or why it’s not something we store for you. The answer goes back to one of our core values: putting your privacy and security first.

Asking for your recovery key might seem like an extra step, but it ensures you’re the only one who can control access to your home.

What is a recovery key?

A recovery key is a unique, system-generated code that provides full access to your Level account in case you lose your password. It’s like a spare key for your account — one that works even if other login methods stop working.

Because of its significant power, we treat it with the utmost seriousness, much like the physical keys to your front door.

When you create your account, we generate a recovery key and show it to you once. Depending on how you signed up, it will also have been sent by text (if you used a phone number) or email (if you used your email address).

Not sure where to look? Level Support can confirm how and when it was sent — they’re happy to help.

You’ll find tips later in this blog on how to store your recovery key safely, so you stay in control no matter what.

Why doesn’t Level store recovery keys?

The short answer: it’s the most secure option for you.

If hackers were ever able to breach our systems, they could immediately get access to your account — which is why we don’t store recovery keys.

By not storing your recovery key:

• We ensure no one but you can access or reset your account.
• We reduce the risk of your account being compromised through a third-party breach.
• You stay in full control of both your digital access and your physical lock.

This approach is common among privacy-focused platforms. We know it can feel frustrating to be responsible for your recovery key — but it also means you stay in control.

What happens if you lose your recovery key?

We understand: mistakes happen. Perhaps your recovery key was stored on a device you no longer have access to, or maybe it was never saved at all. If you lose your recovery key and reach out to Support, we’ll assist you in getting back on track — but the process will differ from a typical password reset.

Here’s what to expect:

You’ll have two options:

1. Create a new Level account using a different contact method or
2. Request the permanent deletion of your existing account, allowing you to recreate it using the same email address or phone number.

Both options will require a manual factory reset of your lock, which resets ownership and clears any linked access credentials. This step ensures your device can be securely linked to a new account without compromising its security.

If you have to go that route, factory reset instructions will be provided, and our team is always available to guide you through the process.

Why the factory reset is necessary

Your Level lock is securely linked to your account, and your account only, to keep your home safe. Because of this, access to the lock can’t be automatically transferred from one account to another.

This step guarantees that only the rightful owner can make changes — because your home’s security isn't something we compromise on.

Allowing someone to claim a lock without verifying ownership would be a security risk. That’s why a manual factory reset requires physical interaction with the lock, and can only be done from inside your home. No one can factory reset and take over your lock from the outside. Whether or not the lock is disassembled, this step ensures any change in ownership is verified and legitimate — exactly what you want when securing access to your home.

How to store your recovery key safely

Because your recovery key can’t be recovered if lost, we strongly recommend treating it with the same care you’d give to important documents like your passport or home deed. Here are some secure storage options to consider:

• Password manager: Use a reputable, encrypted password manager such as 1Password or LastPass. Many offer secure note features ideal for storing recovery keys, making it easy to keep your key safe and accessible only to you.
• Physical storage: Write it down and keep it in a safe place—like a locked drawer, safe, or filing cabinet. Avoid sticky notes or storing it near your lock or device.
• Avoid digital shortcuts: Don’t email your recovery key to yourself or save it in cloud storage unless those services use strong encryption and two-factor authentication.

Putting you in control — always

Our choice not to store recovery keys is about more than security—it’s about giving you full ownership and privacy. We believe you should have complete control over who accesses your home — and that no one, not even us, should be able to override that.

This approach might add a few extra steps in rare situations, but it means your lock and account are protected by design.

For more details on what to do if you lose your recovery key, check out our Cannot Find Recovery Key article or contact support for personalized help from our team.