Tresorit offers a professional recovery service to help restore deleted main folders (formerly called tresors) that have been mistakenly removed from your account. Due to the architecture of our service we cannot recover single files or subfolders only main folders.
📝 Note: Main folders are the ones you can see listed after clicking on "All Files" in Tresorit.
If your main folder qualifies for recovery, our dedicated team will work closely with you to restore your important data securely and efficiently.
When are the Recovery Services not necessary?
If the main folder was synchronized by someone in your organization, the local copy of the folder will be intact and can be re-uploaded from their device.
Prerequisites of recovering a main folder
- The folder has at least one active member whose account was not deleted.
- The deletion occurred within the last 30 days.
How can a main folder be deleted?
According to section 16.4. our Terms of Use all Basic accounts are subject to automatic deletion in case they have been inactive for more than 210 days. In these cases Tresorit sends four notification e-mails prior to the deletion.
If you belong to a subscription (Personal, Professional, Business, Enterprise) this inactivity does not apply to you. However, when a user account is deleted, all folders owned by the account will be deleted as well. If you were a member in a main folder whose owner was deleted, it will be shown as deleted in your main folder list:
In this case, it is possible that the owner of the folder was a Basic account which was deleted due to inactivity.
When a someone is removed from the subscription by the administrator, their account will be reverted to a Basic one. This means that their account will also be deleted after 210 days of inactivity. When the admin deletes a user directly, their folders will be deleted immediately along with their account. However, if Advanced Control is enabled, you can prevent data loss in both cases by transferring the ownership of their folders during these processes.
It can also happen that the folder has simply been accidentally deleted.
In all of these cases, Tresorit can help with our Recovery Services.
How can I request the Recovery Services?
You can request the service from our Support Team by navigating to your Marketplace. We will provide you with an agreement that must be signed to initiate the recovery process. Please be aware that all recoveries are subject to an additional fee, which varies depending on the number of folders and the complexity of the recovery. The exact cost will be communicated to you prior to signing the agreement.
We really hope that you will not need our recovery service, but if you do, we are here to help.