Frequently Asked Questions

ATP requires all communication with our customers via email. While we have a phone number, we do not allow our customer service team to discuss our service over the phone. We have an 8-business hour response time for all emails so you can be sure that if you have a question, we’ll provide a quick response. Our support@atpdataservices.com email is monitored Monday – Friday 8AM – 5PM CT.

Data Recovery is the process of obtaining usable data from inaccessible or corrupted storage media. ATP does not repair your damaged device. Our proprietary recovery process is able to extract data from the damaged device and copy your recovered files to a new USB External HDD (or device of your choice) protected by a unique password for safe return to you.

Yes, ATP can recover your data even if you don’t have a password for your device. ATP will recover your data in an encrypted format and return the data to you. You can then decrypt the data when you are able to find the password. These types of cases are called “Image Recoveries”. Image recoveries are not eligible for a VeriScan Report, but ATP will still honor Refund terms per the Quote for Service.

Yes, ATP can recover data and return it to you in an encrypted format. These recoveries are not eligible for a VeriScan Report, but ATP will honor Refund terms per the Quote for Service. You will be responsible for decrypting the data following recovery.

Yes, ATP can recover data and return it to you in an encrypted format for gaming consoles and DVRs. These recoveries are not eligible for a VeriScan Report, but ATP will honor Refund terms per the Quote for Service. You will be responsible for decrypting the data following recovery.

Included with our Evaluation and Recoverability Report is a quote for service. Our price quotes are firm and will not change during or after the recovery process. We’ll never surprise you with tricks or hidden fees and every quote includes our customer promise for date of completion and an honest assessment for the expectation of recovery of your data. We call this our customer promise and if we fail to meet our promise, we will issue a full refund our recovery fees. Our VeriScan technology provides details regarding your recovery to support our Customer Promise.

If you are not happy with the recovery results for any reason, ATP will issue a full refund per the terms of your quote. Our refund policy requires you to request a refund within 30 days of completion of service. Following your refund request, we will provide instructions for the return our equipment containing your recovered files.

After receiving our equipment undamaged, we will review the data logs on the drive. If the recovered files contained on our equipment weren't copied or moved to another device, we will issue a full refund per the terms of your quote.

No refund will be issued for any “non-refundable” items as highlighted in your approved quote or for recovered data older than 30 days. In the event the recovered files were copied from our equipment no refund will be issued.

Making the right decision starts with getting the best information - Our service is based on an "evaluate and quote" model so you can decide on the best course of action for your situation.

 For a separate and non-refundable fee, you will receive your customized Evaluation and Recoverability Report regarding your case. Our in-depth reports are composed by experienced recovery engineers with decades of experience in data loss on all brands and all formats of storage media.

Your report will contain the root cause behind your data loss, the recoverability of your data (%chance for success) and our specific plan for your recovery case.  Evaluation reports are typically available 3-5 business days from receipt of media in our lab.

 Included with our Evaluation and Recoverability Report is a firm Quote for Service. Our Quotes will not change during the recovery process, and we’ll never surprise you with hidden fees.

Every Quote for Service includes our Customer Promise that includes an honest assessment for the recovery of your data and a completion date for our work. If we fail to meet our Customer Promise, we will issue a full refund of our recovery fees per terms of your Quote for Service.

All Quotes for Service include a 10% discount on recovery fees for Seagate customers. The discount is applied to the cost of your recovery fees automatically and included as a line item in your Quote for Service; you do not need a promotional code or to ask for the discount.

After reviewing your Evaluation and Recoverability Report, our Customer Promise and our firm Quote for Service, you can then decide your best course of action.

NOTE: Discounts are NOT extended to replacement parts, return media, shipping, the Evaluation and Recoverability Report or any upgrade offer.

Your Media Evaluation and Recoverability Report contains the estimated time for completion of your recovery. Recovery efforts begin within 24 business hours of your paid invoice for the Quote for Service. When the recovery attempt is complete you will receive an email with information regarding the results of your recovery. That email will contain a secure link with our proprietary VeriScan tool allowing for you to review and approve (or decline) our recovery results.

Our recovery fees depend on the type of device and severity of the damage to your device. Most quotes include recovery fees between $300-$500 for HDDs (including the Seagate discount). Recovery fees are fully refundable if we are unsuccessful in recovering your data per the terms of the quote.

If your recovery requires replacement parts, the cost of those parts will be added to the quote as a separate line item. Parts costs are non-refundable.

You will need to prepare your drive to be sent to our lab. Please send your device to the following address:

ATP DATA SERVICES

611 Hundred Oaks Drive Suite 140

Edmond, OK 73013

 Please be sure to include a copy of your evaluation confirmation email and include it with your shipment. If possible, please include your order number on the exterior of your package.

We recommend a non-static wrapping material to protect your drive from ESD (Electrostatic discharge) damage. All drives should be wrapped in bubble wrap or foam and placed in a box that is large enough to fully contain your device. The shipping box should have enough room for both the media and the packing material. It is very important that eliminates all movement of your drive while in transit.

Please do not include power supplies or other cables for your device. We carry an extensive inventory of all types of cables and power supplies for your device. If possible, please remove your drive from the laptop, desktop, or other like devices, we only need the storage device to perform recovery services.

You are responsible for all fees, tariffs and taxes associated with your shipment of your case to our lab. We will not be able to accept the shipment and complete the evaluation of your case until the invoice is paid. If the invoice remains unpaid for 48 business hours, we will ask the carrier to return to sender. Please let us know if you have questions.

Our preferred shipping partner is USPS but you are free to use any carrier of your choice. We accept shipments from ALL carriers.

Our customized Evaluation and Recoverability Reports are in-depth diagnostic reports are composed by experienced recovery engineers with decades of experience in recovering lost data on all brands and all formats of storage media.

We do not attempt to repair the drive or recover data at the evaluation stage. Our evaluation process includes a full diagnostic assessment of your case. These evaluations are necessary to determine the recovery strategy and resources required for a successful outcome in your case.

Our Evaluation and Recoverability Reports contain findings from a proprietary suite of tests that include VMI, Electrical (CPOT), Device Initialization and SMART Analysis. If during the evaluation process physical damage is observed or suspected, the drive will be moved to our cleanroom for a full internal examination of the heads and media. All findings in our evaluation process are documented and photographed as part of your Report.

Click the link below to view a sample Evaluation and Recoverability Report:

https://reports.atpdataservices.com/987654321abc/sampleeval.pdf

Within 24 business hours of receiving your drive in our lab our team will begin assessing the extent of the damage to your device and determine the best course of action for recovery of your data. We strive to have your Evaluation and Recoverability Report completed and delivered to you within 3-5 business days from receipt of your drive in our lab. We will contact you with our evaluation results and a firm Quote for Service.

Your Media Evaluation and Recoverability Report contains the estimated time for completion of your recovery. Recovery efforts begin within 24 business hours of your paid invoice. When the recovery attempt is complete you will receive an email with the outcome of the recovery and information regarding the shipment of your original media and any recovered data. That email will also contain the password for the drive with your recovered data and other important information regarding your case.

Your quote is good for 30 calendar days from the date of your report. If you decide to decline the quote; the evaluation report is yours to keep. If we have not received a response regarding your case after 60 days, we will consider the case abandoned and it will be securely destroyed.

Data recovery can be very expensive, and we understand that sometimes the expense of recovery outweighs the value of the data. In such cases simply respond to our Evaluation and Quote for Services email with your intention to decline. Upon request we will be happy to return your drive at no additional cost OR if you prefer, we will safely and securely destroy your drive and responsibly dispose of the e-waste from your device.

If you are not happy with the recovery results for any reason, ATP will issue a full refund per the terms of your quote. Our refund policy requires you to request a refund within 30 days of completion of service. Following your refund request, we will provide instructions for the return our equipment containing your recovered files.

After receiving our equipment undamaged, we will review the data logs on the drive. If the recovered files contained on our equipment weren't copied or moved to another device, we will issue a full refund per the terms of your quote.

No refund will be issued for any “non-refundable” items as highlighted in your approved quote or for recovered data older than 30 days. In the event the recovered files were copied from our equipment no refund will be issued.

Our recovery fees range from $400 - $1000 depending on the type of device and severity of the damage to your device. Most quotes include recovery fees between $400-$600 for HDDs (including the Seagate discount). Recovery fees are fully refundable if we are unsuccessful in recovering your data per the terms of the quote. If your recovery requires replacement parts, the cost of those parts will be added to the quote as a separate line item. Parts costs are non-refundable.

We do offer financing options to help those on a tight budget. Shop pay as well as PayPal’s “Buy Now Pay Later” offers several term options for you to consider. Here is additional information regarding this service.

https://www.paypal.com/us/digital-wallet/ways-to-pay/buy-now-pay-later

Included with our Evaluation and Recoverability Report is a quote for service. Our price quotes are firm and will not change during or after the recovery process. We’ll never surprise you with tricks or hidden fees and every quote includes our customer promise for date of completion and an honest assessment for the expectation of recovery of your data. We call this our customer promise and if we fail to meet our promise, we will issue a full refund our recovery fees. Our VeriScan technology provides details regarding your recovery to support our Customer Promise.

Your Quote for Service includes a line item for a new USB External HDD for the return of your recovered data. The capacity/size of the return drive will be determined based on the size of the original media submitted for recovery.. ATP uses USPS Priority Mail shipping for all recovered data.

ATP Data offers a number of upgrade options that enable our customers to choose their return media, shipping priority, as well as other options to customize their recovery and return of their data.

More information regarding Upgrade options are included with your Evaluation and Recoverability Report and Quote for Service.

ATP will return your original media upon request. We also offer options to securely and safely destroy your drive at no additional charge. If you want us to help with destruction and disposal of your device, simply ask one of our knowledgeable Customer Service agents to include that option for your case.

ATP uses proprietary software called VeriScan that allows our customers to review the results of their recovery. VeriScan provides statistical analysis of our recovery results. This tool provides verification of our results as outlined in the Customer Promise included in every Evaluation and Recoverability Report. VeriScan reports show “Good” files and “Bad” files in our recovery results in a browsable format like Windows Explorer or Mac Finder. The report highlights “Bad” files in red and provides a total file count and other file statistics tracked in an easy-to-read format. VeriScan ensures you have a clear, honest understanding of the reliability of the results of our recovery.

Click the link below to view a sample Evaluation and Recoverability Report:

https://reports.atpdataservices.com/987654321abc/sampleveriscan.html

ATP provides a proprietary software solution that allows our customers to see the results of our recovery attempt. VeriScan provides verification of our recovery results to support the Customer Promise included in every Evaluation and Recoverability Report and quote for service. VeriScan reports show “Good” files and “Bad” files in our recovery results in a browsable format similar to Windows Explorer or Mac Finder. The VeriScan report shows files recovered with “Bad” files marked in red with file count and size statistics tracked at the bottom.

With VeriScan, a file marked as “Bad” means we detected read errors in that file during imaging. More specifically, this means that part of the file was stored in an area of the drive affected uncorrectable errors or was even physically damaged, preventing us from reading the original data completely. In some cases, the damage may be minor, and a file marked as “Bad” may still open or appear mostly intact.

However, to provide the most accurate and transparent results, we use a strict good/bad methodology rather than relying on whether a file happens to open. A “Bad” designation reflects confirmed read errors at the storage level and a “Good” file is certified as being error free and fully recovered with no errors. VeriScan ensures you have a clear, honest understanding of the file’s reliability and the results of our recovery. VeriScan is simply another way ATP provides peace of mind by providing fully transparent results of the recovery of your data.

Should you choose to decline our quote for service we will return your original media to you. ATP pays for return shipping. We also offer a secure and safe destruction service at no additional cost, if you prefer. We can produce a certificate of destruction that includes photos of the destroyed device(s), upon request.

We will notify you of the outcome of your recovery. If we successfully recover the data, we will provide tracking information for the package containing your HDD or Flash drive. You will also receive separate communication containing a password for your recovered data, so in the event the recovered data in lost in transit or stolen, it is protected. In the event we are unsuccessful, we will also notify you of the outcome and provide tracking information for the package containing your original media (unless secure destruction is requested).. Additionally, a full refund of our fees (minus non-refundable fees outlined in the quote) will be processed to the payment method used to pay for the service.

Yes, ATP can recover your data even if you don’t have a password for your device. ATP will recover your data in an encrypted format and return the data to you. You can then decrypt the data when you are able to find the password. These types of cases are called “Image Recoveries”. Image recoveries are not eligible for a VeriScan Report, but ATP will still honor Refund terms per the Quote for Service.

Windows

Unlocking a password-locked USB drive in Windows is easy, assuming the drive has been encrypted using BitLocker, Microsoft’s encryption tool included with Microsoft Windows versions starting with Windows Vista.
How to unlock a flash drive encrypted using BitLocker:
Insert the drive into a USB port on your PC.
Open the Start menu and type “control panel.”
Launch the classic Control Panel and navigate to System and Security → BitLocker Drive Encryption.
Select the encrypted flash drive and click the Unlock drive option.
Enter your password and confirm.

MacOS

MacOS comes with a native disk encryption program called FileVault. If you need to recover files from a USB drive that has been encrypted with it, then you need to enter your password first to unlock it. The good news is that it won’t take you more than a minute to do so.
How to unlock a password-protected USB drive using FileVault:
Insert the drive into a USB port on your Mac.
Launch Finder and right-click your USB drive.
Select the Decrypt option.
Enter your password

Yes, our customers have several options regarding encrypted data. 1) the customer may provide ATP with the password so that we may verify results at the end of the recovery process OR 2) ATP will recover the data in an encrypted format and the customer can access the recovered files using their password after we have returned the recovery to the address on file. Yet another we offer security for our customer’s precious data.

Yes, ATP can recover your data even if you don’t have a password for your device. ATP will recover your data in an encrypted format and return the data to you. You can then decrypt the data when you are able to find the password. These types of cases are called “Image Recoveries”. Image recoveries are not eligible for a VeriScan Report, but ATP will still honor Refund terms per the Quote for Service. (see image recovery FAQ)

Yes, ATP can recover data and return it to you in an encrypted format. These recoveries are not eligible for a VeriScan Report, but ATP will honor Refund terms per the Quote for Service. (see image recovery FAQ)

Yes, ATP can recover data and return it to you in an encrypted format for gaming consoles and DVRs. These recoveries are not eligible for a VeriScan Report, but ATP will honor Refund terms per the Quote for Service. (see image recovery FAQ)

Yes, ATP can recover data from ALL brands and formats of storage devices. We specialize in Seagate and Western Digital devices, but we are capable of recovering data from any type of device including phones, tablets, storage tape, zip drives, and many others.

ATP will recover an image of your data and return the data to you. You can then decrypt the data when you are able to find the password or plug the device into DVR or console that holds the encryption key. These types of recoveries are called “Image Recoveries”. Image recoveries are not eligible for a VeriScan Report, but ATP will still honor Refund terms per the Quote for Service.

Operating systems use a file system to store metadata and track which portion of the disk is used and which is empty. Windows defaults to the NTFS (New Technology File System) file system but also has FAT, ExFAT, and ReFS file systems.  Apple defaults to APFS (Apple File System) currently but has created and used HFS+.  Each file system handles data differently but uses the same core concepts. There is a file table that keeps and maintains all information about the file. This is the Master File Table on Windows and the Catalog on Mac.  Information kept includes the files name, folder location, time stamps, permissions and most importantly the location of the data belonging to that file.

Data recovery primarily focuses on imaging data from a broken or malfunctioning device to a new device. In some cases, unreadable sectors are encountered during the recovery process. We attempt to reread them in different modes but sometimes read errors can be located where the filesystem is stored.  Every error in the file system leads to between 1 and 4 files losing their attribute(s) and location information. Many read errors in the file system leads to not only many files not being listed and located but it breaks the folder structure too. Part of a folder chain can be orphaned from the root directory, so the file system no longer know where it belongs. Some recovery cases have most, or all of the file system stored on that damaged surface meaning most or all of the file structure and file names are now lost.

Recoveries including raw files are not ideal but are the only way to recover these orphaned files. We do our best to organize these files to make them easier to locate and browse. Fully orphaned files with no reference in the file table are sorted by file type. This structure would for example be “Extra Found Files\Graphics and Pictures\JPEG Digital Camera\0000023.jpg” The top level or root folder “Extra Found Files” refers to the contents being made up of fully orphaned files with no reference in the file system on the drive. Graphics and Pictures organizes these orphaned files into categories. Other categories include Archive, Documents, Spreadsheets, Audio, and Video. Within those category folders you find folders for each extension under that category.  The folder “JPEG Digital Camera” has all jpg files that have camera metadata in the file.  This is the most useful way we can find to organize these files to make them easier to browse and digest.

In other cases, there is partial folder structure information, and the file metadata is preserved. This is ideal because the file location is known and its name. These will also appear under Extra Found Files. Since the folder chain is disconnected from the root or base folder, it is placed under Extra Found Files but in its own folder chain instead of a file category. These can also be challenging because it is hard to know where the file came from. This is the best result in the circumstances because it will be a complete file due to the full location on the disk being known. It is easier to sort because the names, dates, and other attributes were preserved.  The combination of orphaned files and broken folder structure is expected for a recovery with a high amount of read errors.  We avoid raw results, when possible, but it is critical to present all of the data recovered and let you decide what data you wish to keep.

Hard disk drives (HDDs) store data on spinning platters. Mechanical failures such as scratches, corrosion, or physical damage to these platters can render the data unrecoverable. If the damage is severe enough, it may not be possible to read the data from anywhere on the platter. In addition, a head crash occurs when the read/write heads of an HDD make physical contact with the platters. This can lead to damage to both the heads and the platters, making data recovery impossible. The severity of the head crash influences the chances of successful recovery.
While mechanical failures in storage devices are common reasons for data loss, non-mechanical issues can also pose challenges to successful data recovery. There are numerous non-mechanical reasons why data recovery might not be successful:

If new data has been written to a storage device after it has been deleted or made inaccessible, it can overwrite the sectors containing the lost data.
If data loss resulted from file corruption rather than deletion, this also means certain sections of the data were overwritten by incorrect data. Data corruption can occur due to software issues, power outages, unstable write heads, or another non-mechanical factor.
Encrypted data adds an extra layer of complexity to the recovery process. If the data is encrypted, the recovery service needs access to the correct encryption keys to decrypt and recover the files. Here too, corruption might damage certain areas on the device needed to correctly decrypt data.
Damage to the file system structure, for example, the master file table (MFT) on NTFS file systems, can make it difficult or impossible to locate and recover files. This is especially true for heavily fragmented files.
Problems with the firmware of a storage device can impede the data recovery process. Firmware issues may prevent the drive from functioning correctly or cause it to misinterpret the data, leading to difficulties in accessing and recovering the lost files.
For flash-based storage devices such as solid-state drives (SSDs), SD cards, or portable USB drives, physical damage to the storage chips such as cracked or severely overheated chips will sever its extremely small, internal connections. After the manufacturing process, it is no longer possible to access these electrical connections, making the data unrecoverable.

If you are not happy with the recovery results for any reason, ATP will issue a full refund per the terms of your quote. Our refund policy requires you to request a refund within 30 days of completion of service. Following your refund request, we will provide instructions for the return our equipment containing your recovered files.

After receiving our equipment undamaged, we will review the data logs on the drive. If the recovered files contained on our equipment weren't copied or moved to another device, we will issue a full refund per the terms of your quote.

No refund will be issued for any “non-refundable” items as highlighted in your approved quote or for recovered data older than 30 days. In the event the recovered files were copied from our equipment no refund will be issued.