In case a recovery password is needed, the user will see on their pre-boot login screen a warning "User is disabled." The user needs to press F1 to open the pre-boot login menu and select Password recovery. At this point, the user needs to contact the administrator who can generate a recovery password.
The administrator can perform this task in two ways:
If the administrator can identify the affected workstation in the management console:
1.Click Computer Details of the workstation in the management console.
2.Click Overview -> Encryption tile select Manage -> Restore Access -> Recovery Password.
3.Based on the Recovery Index, which appears on the user's screen, the administrator can provide the correct recovery password for the user.
4.After the user inserts the password, they can change their FDE login password.
If the administrator cannot identify the affected workstation in the management console:
1.Click Help -> Encryption recovery in the top bar of the management console.
2.Select the Recovery password option.
3.The user must provide the Workstation ID to the administrator. Workstation ID is displayed at the bottom of the EFDE pre-boot login screen.
4.After inserting the correct Workstation ID, a Recovery password table appears.
5.Based on the Recovery Index displayed on the user's screen, the administrator can provide the correct recovery password for the user.
6.After the user inserts the password, they can change their FDE login password.
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Recovery password for users with enabled Single Sign-On
Type the recovery password into the pre-boot screen and manually log in to Windows with the selected check box to Sync ESET Full Disk Encryption and Windows passwords (use single sign-on).
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on their login screen and then click the arrow icon 
next to the "..reset it using your Recovery Key." The user needs to contact the administrator to generate a recovery password.