Support
Already a client? We're still here.
Whether your case is in progress, you need remote assistance, or you have a question after your data was returned — talk directly to the team handling your case.
How support works here
One lab. One point of contact.
Every case is handled in-house from start to finish, so there is no third party to chase for updates.
Because we never outsource a case, the engineer who assessed your drives is the same person who can tell you exactly where things stand. There is no call centre and no ticket queue that goes nowhere.
- Case in progress? Call the number above with your case reference and you will be put through to someone who knows the details.
- Data already returned? We can talk you through access, verification, or a second copy if you need one.
- Something not working as expected? Tell us straight away — issues are far easier to resolve within the first few days of return.
This page covers support for cases already with us. If you are starting fresh, see our full range of data recovery and digital forensics services or read recent case studies for a sense of how we work.
Ways to reach us
Choose what suits your situation.
Call about your case
Have your case reference to hand and speak directly to an engineer about progress, findings, or next steps.
Learn more →Remote assistance
If an engineer has given you a session key over the phone, enter it below to start a temporary, permission-based remote session.
Learn more →Start a new assessment
New case, separate device, or a follow-up issue — request an assessment and we will open a new reference.
Learn more →Chain of custody & confidentiality
Every case is handled under a documented chain of custody in our own laboratory — ask us for confirmation of handling at any point.
Remote support
Join a remote session.
Only use this when an engineer is on the line with you and has read out a session key.
The join form is at the top of this page. Enter the key exactly as it was given to you and follow the prompts on screen. The connection lasts only as long as the session, you can see everything we do, and you can end it at any time.
We will never ask for a session key by email or text, and we will never ask you to start a session out of the blue. If someone contacts you claiming to be from Data Forensics and asks you to do this, hang up and call us on our published number.
Questions
Common support questions.
How do I check on my case?
Call us with your case reference number and you will be connected to someone directly familiar with your recovery — not a general call handler.
What is remote support and is it safe?
It is a temporary, permission-based connection we use only when it is the fastest way to help you access or verify your recovered data. It runs only when you start it, only for as long as you allow, and only with a code we give you directly.
My data was returned but a file will not open. What do I do?
Contact us straight away with the file name and drive it is on. Most access issues are resolved quickly, and if anything genuinely was not recovered correctly we will look at it again.
Can I get an extra copy of my recovered data?
Yes — get in touch and we can arrange an additional encrypted copy of your recovery.
I do not have my case reference. Can you still help?
Yes. Give us your name and approximate date and we can look the case up for you.
Call the team who handled your recovery, or send us a message and we will get back to you the same working day.