BitLocker Recovery Key.
KB Article 744 · Account Management · Self Service
How to request and retrieve your BitLocker recovery key via the MirrorSphere support portal. This guide covers the request process, the approval flow, the emails you’ll receive, and what the key retrieval page looks like.
How to Raise a Request
- Log in to portal.mirrorsphere.com using your work account
- From the Home page, click Services and Products. Search for BitLocker in the search box, or browse to All Service Catalogue and select Request BitLocker Key (also found under Users and Services › Services)
- Make sure the correct device is linked in the Asset field — this is how we know which key to retrieve
- Add a brief note explaining why you need the key (e.g. “forgot PIN after Windows update”)
- Click Submit — you’ll receive a confirmation email within seconds
The Approval Process
For security, all BitLocker key requests require approver approval before the key is released. Here’s what happens after you submit:
Portal form sent
Email with one click
Secure email to you
Automatically
Typical turnaround is a few minutes during business hours once submitted. Out-of-hours timing depends on when your approver is able to check the email.
- Approval received from your nominated approver, usually within minutes
- One-time secure key link delivered to your email inbox
- Recovery key viewed and copied via
clavis.mirrorsphere.com - Ticket closed automatically with an audit record on file
Your approver receives an email with Approve and Decline buttons. Clicking either button takes them directly to a confirmation page in the HaloPSA portal.
Emails You’ll Receive
You’ll receive up to four emails depending on the outcome. The table below summarises them; previews of each are further down.
| When | What it means | |
|---|---|---|
| Pending Request Confirmation | Immediately on submission | Your request has been logged and the approver has been notified |
| Approved Request Approved | Once your approver approves | The secure key link is on its way in a separate email |
| Action Your Secure Key Link | Seconds after approval | One-time link to the key — valid 3 hours, opens once only |
| Closed Key Retrieved | After you view the key page | Confirms the key was retrieved; ticket closes automatically |
| Expired Link Expired | If 3 hours pass without you opening the link | Link has expired; ticket closes — raise a new request if still needed |
| Declined Request Declined | If your approver declines | Ticket closes — contact IT support if you believe this is in error |
Preview of each email
Sent immediately when you submit. Confirms your request has been logged and your approver has been notified.
Sent once your approver approves. The secure key link arrives in the next email seconds later.
The email with your key link. The button can only be clicked once and is valid for 3 hours. Make sure you’re ready before you click.
Sent after you successfully view the key page. Confirms your ticket is closed — no further action needed.
Sent if 3 hours pass without you clicking the link. The ticket closes automatically — just raise a new request.
If your approver declines, you’ll receive this email and the ticket closes. Contact IT support if you believe this is an error.
The Key Retrieval Page
When you click the Retrieve Recovery Key button, your browser opens a
secure page on clavis.mirrorsphere.com:
clavis.mirrorsphere.comAfter clicking Copy Key, paste it into the BitLocker recovery screen on your device (if you can), or enter the key manually. If you have multiple encrypted drives, you’ll see a separate key row for each one.
If Something Goes Wrong
Most requests complete without issue, but a few things can go sideways. Here’s how to handle the common scenarios.
Simply raise a new request through the portal. The previous ticket has closed automatically; a new key link will be generated once your approver re-approves. The recovery key itself does not change between requests.
If you’re locked out urgently and your approver isn’t reachable, call IT support directly on +44 (0) 1295 595 444. We can arrange an alternative approver or escalate via your Head of IT.
Check you’re entering the key for the correct drive (C: vs D: etc.). Devices with multiple encrypted drives show a separate key row for each. If it still fails, call IT support on +44 (0) 1295 595 444 — do not raise another request, as a new key won’t change the outcome.
Contact IT support directly on +44 (0) 1295 595 444. An agent can raise the request on your behalf — the key will still be sent to your email address via the same secure process.
Tips
The link is valid for 3 hours from when it’s sent. Don’t request the key until you’re ready to use it.
Each link works once. If you close the page before copying, raise a new request — there’s no way back in.
Once you have the key, store it in your password manager (1Password, Bitwarden, etc.) for future reference.
If your approver is unavailable or you’re locked out urgently, call IT directly on +44 (0) 1295 595 444.
Frequently Asked Questions
Need More Help?
If this guide hasn’t resolved your issue, you have a few ways to reach us.
| Self-service portal | Raise a ticket via portal.mirrorsphere.com — the fastest route for non-urgent issues. |
| Phone support | +44 (0) 1295 595 444, Monday–Friday 08:30–17:30. For urgent issues outside these hours, leave a voicemail — the on-call team monitors it. |
| Urgent / locked out | Call the support line above and quote “BitLocker lockout” so we route you to the right tech first. |
| Escalation | If the response time isn’t meeting your need, ask the agent to escalate to your account manager or your organisation’s Head of IT. |