Hi @Suporte Please see No account recovery link
The feature is currently (and maybe confusingly) accessible for users of the Community Edition, but is designed only to be used by users of the Pro version.
The process is reflecting, I believe, that you are a Community Edition user and so in this instance when a user loses their passphrase, it is not possible to recover the account. However, any of the user’s passwords which were shared with other users will still be available to those other users.
If you are a Pro version user, I would encourage you to reach out to support@passbolt.com for further assistance, thanks!