LAST RESORT
Completed
Hi, please help. This is a wildly inconvenient way to do your customer support. Something went wrong in my latest iOS update, and iCloud lost or deleted my phone's backup containing mysudo info. I'm totally stuck now-- I have my recovery password and code, but no way of using it to restore mysudo account. Literally no one can get ahold of me, as I was using the sudos to communicate with all my contacts. PLEASE HELP ASAP.
-
Given the essential nature of the service you provide, it would be a REALLY good idea to invest major resources into a real customer support service. It was way too hard to even find the customer support email address, and I expect I'll have to wait until tomorrow to get the support I need, which means that I'll have absolutely no way of being reached by phone until then. This experience of losing my account access, thereby my PHONE NUMBERS AND CONTACTS, has been super stressful, and it does not have to be. It makes absolutely no sense to me that this mysudo's accounts are only able to be restored through iCloud or a multi-device QR code, for precisely the reason that has caused my emergency situation: a lost or deleted iCloud backup on a single device that's gotten an OS update or has been restored to factory default, accidentally or not. I have a recovery password for mysudo account-- why can't I use it in this scenario? I'm not sure why I chose to trust a company w/out a proper support department with something as important as my contact phone numbers, but I've learned my lesson. Never again-- this is amateur.
-
Alexandra,
I am sorry to hear that your iOS upgrade somehow deleted / removed your iCloud backup. Not sure how this has happened but very unfortunate. 😬
Our support team prides itself on being very responsive and helpful. If you have sent in a support request I am sure on team will respond to you very soon and will be able to help you recover your Sudos.
In regards to contacting support, you can contact us via email: support@mysudo.com, Twitter: MySudo on Twitter , via the contact page on our website and of course via the app. Sorry to hear you weren't able to locate these.
There are numerous ways to backup/restore MySudo. They are listed here: https://support.mysudo.com/hc/en-us/articles/360020183913-How-do-I-backup-restore-my-iOS-device-
All the best.
-
Unfortunate indeed. I did enter a support request via the email I eventually found, several hours ago. It's moving quite slowly, and I've been w/out phone service meanwhile. I'm not sure how anyone is contacting support via the app when they can't functionally access the app. I'm not sure why an email/Twitter and this forum is the full extent of customer support for an app that serves as an essential phone utility; it's inadequate, and if I had known beforehand, I would likely not have invested this app w/ the responsibility of serving as my primary phone proxy. My bad. Thanks for providing those links, but none of them address the functionality issue your app has for people who are in my situation. The question I asked,
No way to recover mysudo account with just the recovery password? Why?
has not yet been answered or addressed. It's a problem. Apple's iCloud isn't a particularly security-conscious option for managing personal data, and it's weird how reliant mysudo is on this platform to service its restore functionality for iPhone users. It's not ideal. Why isn't there an app-specific recovery option-- this would resolve cross-platform transfers across devices w/out fiddling around w/ QR codes and the like. Phone service is just too important to not have more options for access when things go wrong, which they have a way of doing.
-
Alexandra, I believe that our support team successfully recovered your Sudos to your MySudo account. Hopefully you are now back up and running. 👍
MySudo uses security keys stored on your device to authenticate you and access your account. Therefore, to access your account, you need a copy of these keys on your device. Remember we dont ask for any personal information on sign-up and therefore there is no username/password to access the account. There are multiple ways to backup/restore your account which are listed here: https://support.mysudo.com/hc/en-us/articles/360020183913-How-do-I-backup-restore-my-iOS-device-
It is unfortunate that somehow via an iOS upgrade you have had to reset your phone and through this process somehow lost your iCloud backup? I cannot comment as to how this happened, this would be a question for Apple support. However to recover your MySudo account with the recovery password method you also need access to the iCloud backup.
Many of our users sync their MySudo account to a secondary device be it an iPad, a second phone, tablet etc. That way you can access MySudo from multiple devices and easily restore MySudo to a new device via a simple QR code scan.
Thanks again for your patience.
-
Hi Jack-- yes, sudos were able to be restored last night. Thanks so much again to Bill for his dedicated work on the crisis scenario late into the night. It would be really helpful for mysudo to have, ironically, a phone support or at least chat function for a less mediated support process. It took a few hours to get the support processing underway, which is nerve-wracking when you've lost phone access. As far as restoration protocols, I understand *why* mysudo manages authentication backup the way it does for iphone users, but it bears mention that Apple's iCloud isn't really a privacy or a security-oriented data management service; it seems like the reason I had an iCloud backup erased had to do w/ shenanigans on the Apple ID/iCloud account associated with the device I use mysudo on. The password had been hijacked but credentials laminated to the phone, which I discovered in the process of upgrading iOS on that device and force-resetting device to gain access to my account, as recommended by an Apple support agent. Apple accounts/ iCloud isn't immune to being hacked, and iCloud backups aren't e2e encrypted. It's ultimately on me for not having opted for one of the more shelf-stable versions mysudo offers for backing up, but I still consider it a functionality flaw for a privacy company to rely heavily on Apple's iCloud infrastructure for data management across devices. Again, I'm very grateful to your support team--go Bill!!!--for working me through and resolving what could have been a real catastrophe-- they did an amazing job.
Please sign in to leave a comment.
Comments
6 comments