The first thing to check is:
We do not have any access to your password, so we cannot restore it. Please write your password down and keep it somewhere safe.
- Have you entered your email address with the correct ending, e.g. ".de" or ".com"?
- Is the caps lock key disabled?
Fortunately, you can reset the password yourself if you have noted down your personal recovery code. You can view and also update your recovery code in "Settings" -> "Login".
If you have lost your password click on "More" -> "Lost account access" on the login page. There you will have to enter your recovery code as well as a new password. If you had added second factors to your account you will also be asked to verify your second factor.
Passwords of additional employee accounts in Tutanota Premium can be reset by the administrator. Each administrator can reset the passwords of other users and admins. If you want to be make sure to never lose your Premium account, it's best to have at least two administrators.