When do you need this service?
- You have the correct BitLocker recovery key, but Windows rejects it or the drive will not unlock after a drive failure
- The drive unlocks with the key, but the files will not open, are incomplete or show errors
- Mac with FileVault that asks for the password and does not finish starting up, or does not accept your key
- External drive or Time Machine backup encrypted from a Mac that no longer opens
- Mac with a T2 chip or Apple silicon (M1, M2, M3, M4) that does not power on or does not start up
- Encrypted drive or SSD that makes noise, is not detected or no longer powers on
- Company laptop whose encrypted drive failed, with the key kept by the IT department
- File server, data volume or RAID array encrypted with BitLocker that will not mount after a drive or array failure
- USB stick or external drive encrypted with BitLocker To Go that no longer opens
Technical process
- You tell us what device it is (for a Mac, the model and year) and what happened, and confirm that you have the recovery key or the password (you do not need to send it in the first contact)
- Technical evaluation of the device in the laboratory (it has a cost). On Macs with a T2 chip or Apple silicon we evaluate the whole computer, because the storage and the encryption are on the logic board
- Whenever possible, we recover access to the data on the drive and extract a binary copy. If the fault is on the logic board of a Mac with a T2 chip or Apple silicon, we first repair it so the computer starts up again
- With your key or your password, we recover the information from the encrypted volume
- Delivery of the recovered files to the owner or to whoever you authorize
Frequently asked questions
Can you recover the data without the recovery key?
No. BitLocker and FileVault are designed so that nobody can access the data without the key or the password. What we do is give you back access when you have them and the damage to the device prevents you from using them. If someone offers to open an encrypted drive without the key, be wary.
Where can I find my BitLocker recovery key?
It is a 48-digit number. It is usually in your Microsoft account (aka.ms/myrecoverykey), printed, or saved to a file or a USB stick when encryption was turned on. On company computers, the IT department usually keeps it.
Do you handle servers encrypted with BitLocker?
Yes. Companies often encrypt their file servers and data volumes with BitLocker, even on RAID arrays. When the server or the array fails, we recover the information with the recovery key, which in companies is usually stored in Active Directory or Microsoft Entra ID and provided by the IT department. We work under a signed confidentiality agreement.
Where can I find my FileVault recovery key?
It is a 24-character code shown when FileVault was turned on. You may also have chosen to unlock with your iCloud account, and in companies the IT department usually keeps it. Your Mac user password also works.
I have the correct key, but it is not accepted. Why?
When a device is damaged, the information the encryption needs to validate the key can be affected, and then the correct key no longer opens the drive. It is one of the cases we handle.
My Mac accepts the password but does not finish starting up. Is it the encryption?
Often it is not: it is usually a system fault rather than an encryption problem. We confirm it during the evaluation.
My Mac has a T2 chip or Apple silicon (M1, M2, M3, M4). What changes?
On these Macs the encryption is tied to the computer's own logic board: even if you have the key, the data can only be read on that same board. That is why we evaluate the whole computer and, when the fault is on the board, we repair it so the computer starts up again and the information can be extracted.
The drive unlocks, but the files are damaged. Can they be recovered?
Often, yes. When the damage affects the data inside the encrypted drive, we recover everything the condition of the device allows. You will know for certain after the evaluation.
What should I do in the meantime?
Stop using the device and do not try to repair it with software. If it is a Mac, do not erase or restore it, and do not accept a logic board replacement: on Macs with a T2 chip or Apple silicon, any of those actions deletes the data permanently.
Is this the same as ransomware?
No. Ransomware is malicious encryption done by an attacker. Here we mean the encryption you or your company turned on to protect the device, such as BitLocker or FileVault. If you suffered an attack, see our ransomware page.
Do you keep a copy of my files?
We do not keep copies of your information once the case is closed, unless you request it.
Will your encrypted drive or Mac not unlock?
Write to us and we will get back to you straight away, 24/7/365.
We answer in English by email and WhatsApp. Phone calls are answered in Spanish.
Related services
Is this for you or for your organisation? For businesses and institutions we work with a signed confidentiality agreement, formal invoicing and priority 24/7 support.