How to Access a macOS User Profile Using the FileVault Recovery Key (When the User Password Is Not Working)

If a Mac user forgets their password or the system does not accept it, you can regain access to the user profile using the FileVault Recovery Key stored in JumpCloud. This method allows password reset and full profile access without data loss.

Prerequisites

• FileVault already enabled on the Mac

• Valid FileVault Recovery Key retrieved from JumpCloud

• Physical or remote access to the machine

Method 1: Reset Password Using Recovery Key at the Login Screen

You can trigger the FileVault recovery option directly from the login screen using a keyboard shortcut:

1. Steps

   1. Restart the Mac.

   2. At the login screen, select the user that cannot sign in.

   3. Press Option + Shift + Return on the keyboard.

   4. macOS will show the option to:
      “Enter your Recovery Key to reset your password.”

   5. Enter the 48-digit FileVault Recovery Key (from JumpCloud).

   6. Create a new password for the user when prompted.

   7. Log in normally with the new password.

   This method is the fastest and works even if macOS doesn't automatically show the recovery prompt after incorrect password attempts.

Notes for JumpCloud Administrators

• Since JumpCloud manages the FileVault key, do not re-enable or regenerate a new key unless required.

• After a local password reset, allow the Mac to check in with JumpCloud.

• Ensure the new local password matches the JumpCloud password to prevent sync issues.