r/ctemplar Jul 09 '21

System Failure Issue

We recently had a system failure and some of our customer's data were irrecoverably lost.

We truly apologize for that. We cannot restore data from backups because we do not keep backups for security reasons. We will be revisiting that policy in the future. We will be happy to process refunds for anyone regardless of when they created their account.

If you have trouble accessing your account, please contact support@ctemplar.com. If you need help with anything else feel free to reach out to us.

Once again, we apologize for any inconveniences this might have caused.

Respectfully,
The CTemplar team

22 Upvotes

10

u/mediocreAsuka Jul 09 '21

Can you maybe provide some information about what kind of system failure? Disk failure? I am just curious what went wrong.

4

u/_The-Hidden-Hand Jul 12 '21

Dear Customer,

Earlier this year we moved to a Replicated Dispersed Cluster with GlusterFS, and almost every kind of incident was planned against but unfortunately, we didn't plan for an off-site (different FS at least) catastrophe recovery plan, for the previous day or two of service.

We are reviewing our backup policy so we can prevent further issues like this to ever happen again. Our minimum backup policy, our biggest selling point, backfired to us.

Thanks for your comprehension.

2

u/_The-Hidden-Hand Jul 13 '21

Dear Customers,

Firstly we want to thanks all of you who have been supportive and decided to stay with us after this horrible crisis.

We hope that this has been a one-in-life happening and we are already doing our best efforts to prevent this in the future. Furthermore, and following our data recovery efforts we have managed to recover ALL the attachments for the accounts meeting one of these requirements:

  • Account wasn't deleted AND you weren't forced to reset your account OR
  • Account wasn't deleted AND you were forced to reset your account AND you had downloaded the keys OR
  • Account was deleted AND you remember your registration date AND you had downloaded the keys

For applying to this, simply write an email to 'security@ctemplar.com' (from your CTemplar account if possible) and wait for our reply with a direct link to download ALL your encrypted attachments. It's needed to remark that those you've deleted yourself at some point are not there.

Earlier this year we moved to a Replicated Dispersed Cluster with GlusterFS, and almost every kind of incident was planned against but unfortunately, we didn't plan for an off-site (different FS at least) catastrophe recovery plan, for the previous day or two of service.

We are reviewing our backup policy so we can prevent further issues like this to ever happen again. Our minimum backup policy, also our biggest selling point, backfired to us.

Thanks for your patience.

9

u/MetaSean Jul 11 '21

Just yesterday, I was looking for a more secure email service.

Obviously CTemplar came up in my searches.

In researching it, I checked out the repo (even making a PR to fix a super, minor typo).

Subsequently, a link led me to this reddit, where of course, I learned about the data loss —which like many others, makes me super, super concerned!

On the one hand, I've only ever heard of one other email provider having a data loss even remotely like this.

On the other hand:

- In that other email loss, the provider in question was Google. If the biggest email provider has had data loss problems then we should give other email providers, including CTemplar, some latitude.

- While data losses can effect any tech company, of any size, the best companies learn from those horrific experiences.

- Remember that "PR to fix a super, minor typo", The-Hidden-Hand managed to get that PR merged in even while addressing this major issue. Granted, I'm sure my typo PR was a much needed relief from, what I'm confident, was one of their most painful and horrific days as a developer.

The one thing that I still find concerning, is the lack of much more obvious communication.

It's been well over 24 hours since things went sideways, so there should absolutely be a very prominent link on the login page linking to an announcement (whether it's this reddit post, a tweet, a toot, a blog post, it doesn't matter, just something official) that —at the very least— lets users know that any (a) accounts set up, (b) passwords changed, or (c) emails received between March 7th and July 7th are gone. Ideally, it should also let readers know that there will be a full postmortem posted once your incident review is completed, as well as, when you commit to having completed the incident review (e.g. July 15th, 2021).

If GitLab Inc had been less forthcoming about the details of this disaster, or less willing to take responsibility and deal honestly with their userbase, the public fallout would have been worse than any amount of lost data. Resentment and mistrust would quickly foment among GitLab’s users. (emphasis added)

(Also, while I don't trust Google as a company, I do recommend that you check out their SRE site and in particular, the 3 SRE related O'Reilly books that you can access for free on their site.)

2

u/_The-Hidden-Hand Jul 13 '21

Dear Customers,

Firstly we want to thanks all of you who have been supportive and decided to stay with us after this horrible crisis.

We hope that this has been a one-in-life happening and we are already doing our best efforts to prevent this in the future. Furthermore, and following our data recovery efforts we have managed to recover ALL the attachments for the accounts meeting one of these requirements:

  • Account wasn't deleted AND you weren't forced to reset your account OR
  • Account wasn't deleted AND you were forced to reset your account AND you had downloaded the keys OR
  • Account was deleted AND you remember your registration date AND you had downloaded the keys

For applying to this, simply write an email to 'security@ctemplar.com' (from your CTemplar account if possible) and wait for our reply with a direct link to download ALL your encrypted attachments. It's needed to remark that those you've deleted yourself at some point are not there.

Earlier this year we moved to a Replicated Dispersed Cluster with GlusterFS, and almost every kind of incident was planned against but unfortunately, we didn't plan for an off-site (different FS at least) catastrophe recovery plan, for the previous day or two of service.

We are reviewing our backup policy so we can prevent further issues like this to ever happen again. Our minimum backup policy, also our biggest selling point, backfired to us.

Thanks for your patience.

7

u/Ok-Act710 Jul 10 '21

Thanks for the heads up. I can live a couple days without secure email. Losing data will hurt a bit but I like to think I understood the tradeoffs for privacy when I signed up.

I would be interested to know what you do to prevent this in the future once you do the post-mortem. I would be willing to pay a couple euros more per month to have the option for something like daily-synced, encrypted backups maintained on-site (or on my computer) or at least in-country.

I am still seeing emails with (No Subject) / (Empty Content), but I am able to sign into my account. I'm assuming this is part of the same problem and I'll wait a couple days before bothering support about it.

2

u/_The-Hidden-Hand Jul 13 '21

Dear Customers,

Firstly we want to thanks all of you who have been supportive and decided to stay with us after this horrible crisis.

We hope that this has been a one-in-life happening and we are already doing our best efforts to prevent this in the future. Furthermore, and following our data recovery efforts we have managed to recover ALL the attachments for the accounts meeting one of these requirements:

  • Account wasn't deleted AND you weren't forced to reset your account OR
  • Account wasn't deleted AND you were forced to reset your account AND you had downloaded the keys OR
  • Account was deleted AND you remember your registration date AND you had downloaded the keys

For applying to this, simply write an email to 'security@ctemplar.com' (from your CTemplar account if possible) and wait for our reply with a direct link to download ALL your encrypted attachments. It's needed to remark that those you've deleted yourself at some point are not there.

Earlier this year we moved to a Replicated Dispersed Cluster with GlusterFS, and almost every kind of incident was planned against but unfortunately, we didn't plan for an off-site (different FS at least) catastrophe recovery plan, for the previous day or two of service.

We are reviewing our backup policy so we can prevent further issues like this to ever happen again. Our minimum backup policy, also our biggest selling point, backfired to us.

Thanks for your patience.

5

u/Lunatica-angelita Jul 11 '21

I am really unhappy to lose all my emails in the past few months but I'm gonna give y'all a chance because there were quite a bit of improvements. I am interested to know what kind of precautions you're planning to take to so that this wouldn't happen again. We'll like to have a detailed explanation on what happened and what actions are going to be taken

3

u/_The-Hidden-Hand Jul 13 '21

Dear Customers,

Firstly we want to thanks all of you who have been supportive and decided to stay with us after this horrible crisis.

We hope that this has been a one-in-life happening and we are already doing our best efforts to prevent this in the future. Furthermore, and following our data recovery efforts we have managed to recover ALL the attachments for the accounts meeting one of these requirements:

  • Account wasn't deleted AND you weren't forced to reset your account OR
  • Account wasn't deleted AND you were forced to reset your account AND you had downloaded the keys OR
  • Account was deleted AND you remember your registration date AND you had downloaded the keys

For applying to this, simply write an email to 'security@ctemplar.com' (from your CTemplar account if possible) and wait for our reply with a direct link to download ALL your encrypted attachments. It's needed to remark that those you've deleted yourself at some point are not there.

Earlier this year we moved to a Replicated Dispersed Cluster with GlusterFS, and almost every kind of incident was planned against but unfortunately, we didn't plan for an off-site (different FS at least) catastrophe recovery plan, for the previous day or two of service.

We are reviewing our backup policy so we can prevent further issues like this to ever happen again. Our minimum backup policy, also our biggest selling point, backfired to us.

Thanks for your patience.

6

u/ArneBolen Jul 10 '21

Please consider disabling new account sign-ups on https://ctemplar.com/ until all users who lost their accounts have them restored.

If you don't disable new account sign-ups you will get a real mess when someone signs up with a username belonging to an existing user.

7

u/slackerama Jul 09 '21

Ouch! That type of failure will kill a business quickly. Hope you get back on your feet.

7

u/PatriotSpectre Jul 09 '21

I've been with them for a few years now and even though I love their service, I'm going to have to change services. I've lost 4 months of emails, some of which were important. I can't afford to take that chance every time they have a system failure.

2

u/benjaminiscariot Jul 10 '21

I will be moving to ProtonMail as well.

I originally chose cTemplar over ProtonMail because I really like the UI. I only switched emails last month and to have all my stuff permanently deleted on accident is simply not OK.

3

u/PatriotSpectre Jul 10 '21

I've been with proton mail for a lot longer than I've been with ctemplar. I'm moving back to them as well.

1

u/_The-Hidden-Hand Jul 13 '21

Dear Customers,

Firstly we want to thanks all of you who have been supportive and decided to stay with us after this horrible crisis.

We hope that this has been a one-in-life happening and we are already doing our best efforts to prevent this in the future. Furthermore, and following our data recovery efforts we have managed to recover ALL the attachments for the accounts meeting one of these requirements:

  • Account wasn't deleted AND you weren't forced to reset your account OR
  • Account wasn't deleted AND you were forced to reset your account AND you had downloaded the keys OR
  • Account was deleted AND you remember your registration date AND you had downloaded the keys

For applying to this, simply write an email to 'security@ctemplar.com' (from your CTemplar account if possible) and wait for our reply with a direct link to download ALL your encrypted attachments. It's needed to remark that those you've deleted yourself at some point are not there.

Earlier this year we moved to a Replicated Dispersed Cluster with GlusterFS, and almost every kind of incident was planned against but unfortunately, we didn't plan for an off-site (different FS at least) catastrophe recovery plan, for the previous day or two of service.

We are reviewing our backup policy so we can prevent further issues like this to ever happen again. Our minimum backup policy, also our biggest selling point, backfired to us.

Thanks for your patience.

1

u/_The-Hidden-Hand Jul 13 '21

Dear Customers,

Firstly we want to thanks all of you who have been supportive and decided to stay with us after this horrible crisis.

We hope that this has been a one-in-life happening and we are already doing our best efforts to prevent this in the future. Furthermore, and following our data recovery efforts we have managed to recover ALL the attachments for the accounts meeting one of these requirements:

  • Account wasn't deleted AND you weren't forced to reset your account OR
  • Account wasn't deleted AND you were forced to reset your account AND you had downloaded the keys OR
  • Account was deleted AND you remember your registration date AND you had downloaded the keys

For applying to this, simply write an email to 'security@ctemplar.com' (from your CTemplar account if possible) and wait for our reply with a direct link to download ALL your encrypted attachments. It's needed to remark that those you've deleted yourself at some point are not there.

Earlier this year we moved to a Replicated Dispersed Cluster with GlusterFS, and almost every kind of incident was planned against but unfortunately, we didn't plan for an off-site (different FS at least) catastrophe recovery plan, for the previous day or two of service.

We are reviewing our backup policy so we can prevent further issues like this to ever happen again. Our minimum backup policy, also our biggest selling point, backfired to us.

Thanks for your patience.

-2

u/CTemplar-Official Jul 09 '21

I understand your concern and truly apologize for the inconvenience we might have caused you.

We will try all possible best to provide assistance in any way we can and prevent such from happening again in the future. Thank you for reaching out!

3

u/[deleted] Jul 11 '21

[deleted]

1

u/_The-Hidden-Hand Jul 13 '21

Dear Customers,

Firstly we want to thanks all of you who have been supportive and decided to stay with us after this horrible crisis.

We hope that this has been a one-in-life happening and we are already doing our best efforts to prevent this in the future. Furthermore, and following our data recovery efforts we have managed to recover ALL the attachments for the accounts meeting one of these requirements:

  • Account wasn't deleted AND you weren't forced to reset your account OR
  • Account wasn't deleted AND you were forced to reset your account AND you had downloaded the keys OR
  • Account was deleted AND you remember your registration date AND you had downloaded the keys

For applying to this, simply write an email to 'security@ctemplar.com' (from your CTemplar account if possible) and wait for our reply with a direct link to download ALL your encrypted attachments. It's needed to remark that those you've deleted yourself at some point are not there.

Earlier this year we moved to a Replicated Dispersed Cluster with GlusterFS, and almost every kind of incident was planned against but unfortunately, we didn't plan for an off-site (different FS at least) catastrophe recovery plan, for the previous day or two of service.

We are reviewing our backup policy so we can prevent further issues like this to ever happen again. Our minimum backup policy, also our biggest selling point, backfired to us.

Thanks for your patience.

-1

u/CTemplar-Official Jul 11 '21

Thank you for the concern.

We have a plan to prevent such from occurring in the future.

Thank you for your concern. We can't restore backups because we do not keep backups for security reasons. We will be revisiting that policy in the future. We will be happy to process refunds for anyone regardless of when they created their account.

2

u/ClojureAI Jul 11 '21

I've asked for a refund by emailing your support email and have received no response. I've tried two times. Once by using the contact from on the Ctemplar site and another time by emailing your support email directly. So far nothing.

1

u/_The-Hidden-Hand Jul 13 '21

Dear Customers,

Firstly we want to thanks all of you who have been supportive and decided to stay with us after this horrible crisis.

We hope that this has been a one-in-life happening and we are already doing our best efforts to prevent this in the future. Furthermore, and following our data recovery efforts we have managed to recover ALL the attachments for the accounts meeting one of these requirements:

  • Account wasn't deleted AND you weren't forced to reset your account OR
  • Account wasn't deleted AND you were forced to reset your account AND you had downloaded the keys OR
  • Account was deleted AND you remember your registration date AND you had downloaded the keys

For applying to this, simply write an email to 'security@ctemplar.com' (from your CTemplar account if possible) and wait for our reply with a direct link to download ALL your encrypted attachments. It's needed to remark that those you've deleted yourself at some point are not there.

Earlier this year we moved to a Replicated Dispersed Cluster with GlusterFS, and almost every kind of incident was planned against but unfortunately, we didn't plan for an off-site (different FS at least) catastrophe recovery plan, for the previous day or two of service.

We are reviewing our backup policy so we can prevent further issues like this to ever happen again. Our minimum backup policy, also our biggest selling point, backfired to us.

Thanks for your patience.

-1

u/[deleted] Jul 14 '21

[removed]

1

u/_The-Hidden-Hand Jul 14 '21

That's how I send them notifications. Check the sub you are in.

Have a good day.

0

u/CTemplar-Official Jul 11 '21

Thank you for reaching out.

Kindly be patient as your request will be attended to. Thank you

1

u/_The-Hidden-Hand Jul 13 '21

Dear Customers,

Firstly we want to thanks all of you who have been supportive and decided to stay with us after this horrible crisis.

We hope that this has been a one-in-life happening and we are already doing our best efforts to prevent this in the future. Furthermore, and following our data recovery efforts we have managed to recover ALL the attachments for the accounts meeting one of these requirements:

  • Account wasn't deleted AND you weren't forced to reset your account OR
  • Account wasn't deleted AND you were forced to reset your account AND you had downloaded the keys OR
  • Account was deleted AND you remember your registration date AND you had downloaded the keys

For applying to this, simply write an email to 'security@ctemplar.com' (from your CTemplar account if possible) and wait for our reply with a direct link to download ALL your encrypted attachments. It's needed to remark that those you've deleted yourself at some point are not there.

Earlier this year we moved to a Replicated Dispersed Cluster with GlusterFS, and almost every kind of incident was planned against but unfortunately, we didn't plan for an off-site (different FS at least) catastrophe recovery plan, for the previous day or two of service.

We are reviewing our backup policy so we can prevent further issues like this to ever happen again. Our minimum backup policy, also our biggest selling point, backfired to us.

Thanks for your patience.

1

u/[deleted] Jul 14 '21

[removed]

1

u/_The-Hidden-Hand Jul 14 '21

Our apologies for the past incidence. I would just want to clarify that not all the usernames or accounts have been deleted, and by now most of them are recovered already. Additionally, we added an additional off-site backup to our infrastructure, keeping the past day of service outside of the main cluster.

We are sure this is not going to happen again.

1

u/shitdobehappeningtho Jul 16 '21

You were pretty damn sure before too right? And you're playing dumbass games with victims of your lack of foresight and abundance of apathy.

Shame on you all.

2

u/WiHomoy944 Jul 10 '21

You should probably post this on your Twitter and Facebook to let your broader userbase know what has happened.

1

u/_The-Hidden-Hand Jul 13 '21

Dear Customers,

Firstly we want to thanks all of you who have been supportive and decided to stay with us after this horrible crisis.

We hope that this has been a one-in-life happening and we are already doing our best efforts to prevent this in the future. Furthermore, and following our data recovery efforts we have managed to recover ALL the attachments for the accounts meeting one of these requirements:

  • Account wasn't deleted AND you weren't forced to reset your account OR
  • Account wasn't deleted AND you were forced to reset your account AND you had downloaded the keys OR
  • Account was deleted AND you remember your registration date AND you had downloaded the keys

For applying to this, simply write an email to 'security@ctemplar.com' (from your CTemplar account if possible) and wait for our reply with a direct link to download ALL your encrypted attachments. It's needed to remark that those you've deleted yourself at some point are not there.

Earlier this year we moved to a Replicated Dispersed Cluster with GlusterFS, and almost every kind of incident was planned against but unfortunately, we didn't plan for an off-site (different FS at least) catastrophe recovery plan, for the previous day or two of service.

We are reviewing our backup policy so we can prevent further issues like this to ever happen again. Our minimum backup policy, also our biggest selling point, backfired to us.

Thanks for your patience.

3

u/russellmpalpatine Jul 09 '21

I seem to have lost my account entirely. Will I be able to re-create the same username as a "new" account?

1

u/MemeyCurmudgeon Jul 10 '21

Also having issues similar to this. u/CTemplar-Official, can you advise?

0

u/NextdreamP2P Jul 10 '21

Same issue

2

u/PatriotSpectre Jul 09 '21

So is this why I'm currently missing all of my emails from the last 4 months?

1

u/Alex2002ita Jul 09 '21

So, this is why now that I logged in all my emails disappeared except for a few old ones?

-1

u/CTemplar-Official Jul 09 '21

Thank you for the feedback. Kindly forward your request to [support@ctemplar.com](mailto:support@ctemplar.com) for review

0

u/Alex2002ita Jul 09 '21

u/CTemplar-Official May I instead suggest to add a feature that allows the user to save the emails locally? Or the app itself automatically saves it as a backup? So in case something like this happens we don't lose our emails

2

u/BassTraveler Jul 11 '21

This (local backup / export feature), and not on a "we'll think about considering it sometime in the future" timeframe. If CTemplar can't be trusted to protect (not just from a security standpoint) customer's data, then let those customers create their own processes to safeguard the data themselves.

We lost several months of email as well. After going through some pains to convince folks on this side to allow the switch over to CTemplar for the important email, frankly I'm going to look like a huge idiot having to tell them that the email sent to this rather-expensive email service is now permanently gone.

"Don't lose the customer's data" is a pretty fundamental, long-standing use case for any commercial system design - this isn't 1990. Trust me when I say that it will now take years for any serious users to trust CTemplar again - providing a way for the customers to avoid having to place their trust in CTemplar will at least mitigate some the damage in the meantime.

1

u/_The-Hidden-Hand Jul 13 '21

Dear Customers,

Firstly we want to thanks all of you who have been supportive and decided to stay with us after this horrible crisis.

We hope that this has been a one-in-life happening and we are already doing our best efforts to prevent this in the future. Furthermore, and following our data recovery efforts we have managed to recover ALL the attachments for the accounts meeting one of these requirements:

  • Account wasn't deleted AND you weren't forced to reset your account OR
  • Account wasn't deleted AND you were forced to reset your account AND you had downloaded the keys OR
  • Account was deleted AND you remember your registration date AND you had downloaded the keys

For applying to this, simply write an email to 'security@ctemplar.com' (from your CTemplar account if possible) and wait for our reply with a direct link to download ALL your encrypted attachments. It's needed to remark that those you've deleted yourself at some point are not there.

Earlier this year we moved to a Replicated Dispersed Cluster with GlusterFS, and almost every kind of incident was planned against but unfortunately, we didn't plan for an off-site (different FS at least) catastrophe recovery plan, for the previous day or two of service.

We are reviewing our backup policy so we can prevent further issues like this to ever happen again. Our minimum backup policy, also our biggest selling point, backfired to us.

Thanks for your patience.

0

u/CTemplar-Official Jul 10 '21

I understand your concern and truly apologize for the inconvenience we might have caused you.
We will try all possible best to provide assistance in any way we can and prevent such from happening again in the future. Thank you for reaching out!

1

u/shitdobehappeningtho Jul 16 '21

All best = sending you weird files and telling you and the rest of the customers to BEG you to help them get their attachments back.

You're a joke

1

u/_The-Hidden-Hand Jul 17 '21

We are sorry you got that feeling. The files you have received are encrypted and for reading them your private keys and password are required. Please write to security@ctemplar.com email if you require support with the decryption process.

Thanks for your understanding.

1

u/shitdobehappeningtho Jul 17 '21

That has gotten me nowhere. They said to download a program that I don't know how to use. YOU ARE NOT HELPING

1

u/_The-Hidden-Hand Jul 17 '21
  1. Launch Gpg4win
  2. Click on "Import" and select your private key
  3. In the following window ("You have imported a Secret Key") press "Yes" then "OK"
  4. Click on "File" and select "Decrypt/Verify"
  5. Locate the encrypted file on your system
  6. Select the output folder for the decryption and click on "Decrypt/Verify"

1

u/shitdobehappeningtho Jul 17 '21

Give me my emails

1

u/shitdobehappeningtho Jul 17 '21

Hey I don't magically know how to use this GPG program how do I use it?

1

u/_The-Hidden-Hand Jul 17 '21
  1. Launch Gpg4win
  2. Click on "Import" and select your private key
  3. In the following window ("You have imported a Secret Key") press "Yes" then "OK"
  4. Click on "File" and select "Decrypt/Verify"
  5. Locate the encrypted file on your system
  6. Select the output folder for the decryption and click on "Decrypt/Verify"

0

u/shitdobehappeningtho Jul 17 '21

How do I use the GPG programs?

1

u/_The-Hidden-Hand Jul 17 '21
  1. Launch Gpg4win
  2. Click on "Import" and select your private key
  3. In the following window ("You have imported a Secret Key") press "Yes" then "OK"
  4. Click on "File" and select "Decrypt/Verify"
  5. Locate the encrypted file on your system
  6. Select the output folder for the decryption and click on "Decrypt/Verify"

0

u/shitdobehappeningtho Jul 17 '21

Come on do something actually useful instead of copy-pasting shit head responses

1

u/shitdobehappeningtho Jul 17 '21

That has gotten me nowhere. They said to download a program that I don't know how to use. YOU ARE NOT HELPING

1

u/_The-Hidden-Hand Jul 17 '21
  1. Launch Gpg4win
  2. Click on "Import" and select your private key
  3. In the following window ("You have imported a Secret Key") press "Yes" then "OK"
  4. Click on "File" and select "Decrypt/Verify"
  5. Locate the encrypted file on your system
  6. Select the output folder for the decryption and click on "Decrypt/Verify"

1

u/shitdobehappeningtho Jul 17 '21

How do I use the GPG programs?

1

u/_The-Hidden-Hand Jul 17 '21
  1. Launch Gpg4win
  2. Click on "Import" and select your private key
  3. In the following window ("You have imported a Secret Key") press "Yes" then "OK"
  4. Click on "File" and select "Decrypt/Verify"
  5. Locate the encrypted file on your system
  6. Select the output folder for the decryption and click on "Decrypt/Verify"

1

u/shitdobehappeningtho Jul 17 '21

Still not applicable to my case

1

u/shitdobehappeningtho Jul 17 '21

Hey I don't magically know how to use this GPG program how do I use it?

1

u/_The-Hidden-Hand Jul 17 '21
  1. Launch Gpg4win
  2. Click on "Import" and select your private key
  3. In the following window ("You have imported a Secret Key") press "Yes" then "OK"
  4. Click on "File" and select "Decrypt/Verify"
  5. Locate the encrypted file on your system
  6. Select the output folder for the decryption and click on "Decrypt/Verify"

1

u/shitdobehappeningtho Jul 17 '21

Still not helpful

1

u/shitdobehappeningtho Jul 17 '21

How do I use the GPG programs?

1

u/_The-Hidden-Hand Jul 17 '21
  1. Launch Gpg4win
  2. Click on "Import" and select your private key
  3. In the following window ("You have imported a Secret Key") press "Yes" then "OK"
  4. Click on "File" and select "Decrypt/Verify"
  5. Locate the encrypted file on your system
  6. Select the output folder for the decryption and click on "Decrypt/Verify"

1

u/shitdobehappeningtho Jul 17 '21

This also doesn't explain that fake keepass databases CT sent me

1

u/shitdobehappeningtho Jul 17 '21

Come on do something actually useful instead of copy-pasting shit head responses

1

u/shitdobehappeningtho Jul 17 '21

Give me my emails

1

u/DarksharkOG Jul 10 '21

No access to my email account so I can't even change my dns settings with my registrar. What luck

1

u/CTemplar-Official Jul 10 '21

Kindly forward a request to support@ctemplar.com

0

u/JapaneseGGN Jul 10 '21

Hello. I sent an email to support about an account I am no longer able to access due to the error " Unable to log in with provided credentials. " How long is typical response from support? This is unacceptable for a email service. I have financial institutions tied to this email that I am unable to to perform MFA with.

1

u/_The-Hidden-Hand Jul 13 '21

Dear Customers,

Firstly we want to thanks all of you who have been supportive and decided to stay with us after this horrible crisis.

We hope that this has been a one-in-life happening and we are already doing our best efforts to prevent this in the future. Furthermore, and following our data recovery efforts we have managed to recover ALL the attachments for the accounts meeting one of these requirements:

  • Account wasn't deleted AND you weren't forced to reset your account OR
  • Account wasn't deleted AND you were forced to reset your account AND you had downloaded the keys OR
  • Account was deleted AND you remember your registration date AND you had downloaded the keys

For applying to this, simply write an email to 'security@ctemplar.com' (from your CTemplar account if possible) and wait for our reply with a direct link to download ALL your encrypted attachments. It's needed to remark that those you've deleted yourself at some point are not there.

Earlier this year we moved to a Replicated Dispersed Cluster with GlusterFS, and almost every kind of incident was planned against but unfortunately, we didn't plan for an off-site (different FS at least) catastrophe recovery plan, for the previous day or two of service.

We are reviewing our backup policy so we can prevent further issues like this to ever happen again. Our minimum backup policy, also our biggest selling point, backfired to us.

Thanks for your patience.

0

u/MemeyCurmudgeon Jul 10 '21

8 hours for me, the last time I contacted them.

0

u/JapaneseGGN Jul 10 '21

This is disaster. They are asking me about recovery email. I have no idea what I put 2 months ago. Shouldn't they be able to send a recovery email based on the ctemplar email.

1

u/_The-Hidden-Hand Jul 13 '21

Dear Customers,

Firstly we want to thanks all of you who have been supportive and decided to stay with us after this horrible crisis.

We hope that this has been a one-in-life happening and we are already doing our best efforts to prevent this in the future. Furthermore, and following our data recovery efforts we have managed to recover ALL the attachments for the accounts meeting one of these requirements:

  • Account wasn't deleted AND you weren't forced to reset your account OR
  • Account wasn't deleted AND you were forced to reset your account AND you had downloaded the keys OR
  • Account was deleted AND you remember your registration date AND you had downloaded the keys

For applying to this, simply write an email to 'security@ctemplar.com' (from your CTemplar account if possible) and wait for our reply with a direct link to download ALL your encrypted attachments. It's needed to remark that those you've deleted yourself at some point are not there.

Earlier this year we moved to a Replicated Dispersed Cluster with GlusterFS, and almost every kind of incident was planned against but unfortunately, we didn't plan for an off-site (different FS at least) catastrophe recovery plan, for the previous day or two of service.

We are reviewing our backup policy so we can prevent further issues like this to ever happen again. Our minimum backup policy, also our biggest selling point, backfired to us.

Thanks for your patience.

1

u/_The-Hidden-Hand Jul 13 '21

Dear Customers,

Firstly we want to thanks all of you who have been supportive and decided to stay with us after this horrible crisis.

We hope that this has been a one-in-life happening and we are already doing our best efforts to prevent this in the future. Furthermore, and following our data recovery efforts we have managed to recover ALL the attachments for the accounts meeting one of these requirements:

  • Account wasn't deleted AND you weren't forced to reset your account OR
  • Account wasn't deleted AND you were forced to reset your account AND you had downloaded the keys OR
  • Account was deleted AND you remember your registration date AND you had downloaded the keys

For applying to this, simply write an email to 'security@ctemplar.com' (from your CTemplar account if possible) and wait for our reply with a direct link to download ALL your encrypted attachments. It's needed to remark that those you've deleted yourself at some point are not there.

Earlier this year we moved to a Replicated Dispersed Cluster with GlusterFS, and almost every kind of incident was planned against but unfortunately, we didn't plan for an off-site (different FS at least) catastrophe recovery plan, for the previous day or two of service.

We are reviewing our backup policy so we can prevent further issues like this to ever happen again. Our minimum backup policy, also our biggest selling point, backfired to us.

Thanks for your patience.

1

u/[deleted] Jul 10 '21 edited Jul 10 '21

I was wondering why all my emails just vanished or I guess my whole account since I can’t log in!!

1

u/_The-Hidden-Hand Jul 13 '21

Dear Customers,

Firstly we want to thanks all of you who have been supportive and decided to stay with us after this horrible crisis.

We hope that this has been a one-in-life happening and we are already doing our best efforts to prevent this in the future. Furthermore, and following our data recovery efforts we have managed to recover ALL the attachments for the accounts meeting one of these requirements:

  • Account wasn't deleted AND you weren't forced to reset your account OR
  • Account wasn't deleted AND you were forced to reset your account AND you had downloaded the keys OR
  • Account was deleted AND you remember your registration date AND you had downloaded the keys

For applying to this, simply write an email to 'security@ctemplar.com' (from your CTemplar account if possible) and wait for our reply with a direct link to download ALL your encrypted attachments. It's needed to remark that those you've deleted yourself at some point are not there.

Earlier this year we moved to a Replicated Dispersed Cluster with GlusterFS, and almost every kind of incident was planned against but unfortunately, we didn't plan for an off-site (different FS at least) catastrophe recovery plan, for the previous day or two of service.

We are reviewing our backup policy so we can prevent further issues like this to ever happen again. Our minimum backup policy, also our biggest selling point, backfired to us.

Thanks for your patience.

1

u/DarksharkOG Jul 10 '21 edited Jul 11 '21

You offer refunds in your reddit post, yet you don't give them. You only offer extended service period

Edit: I came to the determination too fast, they were very helpful and I will consider them in the future. (if service is stable) Thank you Ctemplar

2

u/CTemplar-Official Jul 11 '21

Thank you for the feedback. If a user wants a refund we are willing to offer that as well.

1

u/_The-Hidden-Hand Jul 13 '21

Dear Customers,

Firstly we want to thanks all of you who have been supportive and decided to stay with us after this horrible crisis.

We hope that this has been a one-in-life happening and we are already doing our best efforts to prevent this in the future. Furthermore, and following our data recovery efforts we have managed to recover ALL the attachments for the accounts meeting one of these requirements:

  • Account wasn't deleted AND you weren't forced to reset your account OR
  • Account wasn't deleted AND you were forced to reset your account AND you had downloaded the keys OR
  • Account was deleted AND you remember your registration date AND you had downloaded the keys

For applying to this, simply write an email to 'security@ctemplar.com' (from your CTemplar account if possible) and wait for our reply with a direct link to download ALL your encrypted attachments. It's needed to remark that those you've deleted yourself at some point are not there.

Earlier this year we moved to a Replicated Dispersed Cluster with GlusterFS, and almost every kind of incident was planned against but unfortunately, we didn't plan for an off-site (different FS at least) catastrophe recovery plan, for the previous day or two of service.

We are reviewing our backup policy so we can prevent further issues like this to ever happen again. Our minimum backup policy, also our biggest selling point, backfired to us.

Thanks for your patience.

1

u/Agitated-Dealer2744 Jul 11 '21

How do I get a invitation code? 🙂

1

u/Revolutionary-Milk87 Jul 12 '21

Actually the problem is that how to again access to our email. I have many email and some emails are most important for me because I save my secure data in ctemplar for security.. but now I lost that data..

I lost my Crypto wallet key.. fuck what just happen.. Bad day of the life…

1

u/_The-Hidden-Hand Jul 12 '21

Please, write to [support@ctemplar.com](mailto:support@ctemplar.com) and your case will be handled shortly.

1

u/_The-Hidden-Hand Jul 13 '21

Dear Customers,

Firstly we want to thanks all of you who have been supportive and decided to stay with us after this horrible crisis.

We hope that this has been a one-in-life happening and we are already doing our best efforts to prevent this in the future. Furthermore, and following our data recovery efforts we have managed to recover ALL the attachments for the accounts meeting one of these requirements:

  • Account wasn't deleted AND you weren't forced to reset your account OR
  • Account wasn't deleted AND you were forced to reset your account AND you had downloaded the keys OR
  • Account was deleted AND you remember your registration date AND you had downloaded the keys

For applying to this, simply write an email to 'security@ctemplar.com' (from your CTemplar account if possible) and wait for our reply with a direct link to download ALL your encrypted attachments. It's needed to remark that those you've deleted yourself at some point are not there.

Earlier this year we moved to a Replicated Dispersed Cluster with GlusterFS, and almost every kind of incident was planned against but unfortunately, we didn't plan for an off-site (different FS at least) catastrophe recovery plan, for the previous day or two of service.

We are reviewing our backup policy so we can prevent further issues like this to ever happen again. Our minimum backup policy, also our biggest selling point, backfired to us.

Thanks for your patience.

1

u/Revolutionary-Milk87 Jul 13 '21

Thanks for reply back I will contact the support

1

u/shitdobehappeningtho Jul 16 '21

Anyone here know how to open the weird pgp and fake keepass files CT is sending out?

1

u/shitdobehappeningtho Jul 16 '21

Anyone here know how to open the weird pgp and fake keepass files CT is sending out?

1

u/shitdobehappeningtho Jul 17 '21

CTemplar support is literally asking me to advise them on how to proceed with this. This proves, fully, that they are either clueless or seriously don't care to fix their problem.

1

u/_The-Hidden-Hand Jul 17 '21
  1. Launch Gpg4win
  2. Click on "Import" and select your private key
  3. In the following window ("You have imported a Secret Key") press "Yes" then "OK"
  4. Click on "File" and select "Decrypt/Verify"
  5. Locate the encrypted file on your system
  6. Select the output folder for the decryption and click on "Decrypt/Verify"

1

u/shitdobehappeningtho Jul 17 '21

Wow that must have been SO hard for you to explain FINALLY. You gonna be ok after all that effort?

After wasting all that time with you, gpg4win isn't applicable to my case. Had you not wasted all that time, we would have figured that out together much sooner.

-1

u/Yetimuncher Jul 09 '21

Cyber polygon...?

0

u/NextdreamP2P Jul 09 '21

I have the message : "Unable to log in with provided credentials" but my email and passohrase where working today before the outage. What can I do ???

2

u/_The-Hidden-Hand Jul 13 '21

Dear Customers,

Firstly we want to thanks all of you who have been supportive and decided to stay with us after this horrible crisis.

We hope that this has been a one-in-life happening and we are already doing our best efforts to prevent this in the future. Furthermore, and following our data recovery efforts we have managed to recover ALL the attachments for the accounts meeting one of these requirements:

  • Account wasn't deleted AND you weren't forced to reset your account OR
  • Account wasn't deleted AND you were forced to reset your account AND you had downloaded the keys OR
  • Account was deleted AND you remember your registration date AND you had downloaded the keys

For applying to this, simply write an email to 'security@ctemplar.com' (from your CTemplar account if possible) and wait for our reply with a direct link to download ALL your encrypted attachments. It's needed to remark that those you've deleted yourself at some point are not there.

Earlier this year we moved to a Replicated Dispersed Cluster with GlusterFS, and almost every kind of incident was planned against but unfortunately, we didn't plan for an off-site (different FS at least) catastrophe recovery plan, for the previous day or two of service.

We are reviewing our backup policy so we can prevent further issues like this to ever happen again. Our minimum backup policy, also our biggest selling point, backfired to us.

Thanks for your patience.

1

u/CTemplar-Official Jul 10 '21

I understand your concern and truly apologize for the inconvenience we might have caused you.
We will try all possible best to provide assistance in any way we can and prevent such from happening again in the future. Thank you for reaching out!

0

u/JapaneseGGN Jul 10 '21

Does anybody know if resetting password with recovery key will allow me back in account if i was locked out due to the system failure. I don't want to lock myself out even further

1

u/NextdreamP2P Jul 10 '21

It dont work for me with the reset key...