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Frequently Asked Questions

  • What does the Family Plan Cover? add remove
    The family plan covers up to two claims total on up to five eligible devices.
  • What does the Seagate Rescue Plan Cover? add remove
    The Seagate Rescue Plan provides the Data Recovery Service ("DRS") feature for hard drive failure, viruses, software issues, and other problems that can cause data loss.

    Please refer to the specific terms and conditions for details and exclusions for your coverage options.
  • What is the coverage period of my service plan? add remove
    Coverage under these service plans begins on the purchase date of the service plan. The expiration date is determined by adding the number of months of the term selected to the date purchased. For example, if you selected a 2 year plan term:

    Purchase Date of Service Plan: 2/12/2014
    Plan Term: 24 Months
    Effective Date of Plan: 2/12/2014
    Expiration Date of Plan: 2/11/2016.
    *Any repairs covered under the Original Equipment Manufacturer (OEM) warranty will NOT be covered under the service plan.

    If you purchased a drive that includes the Rescue service plan, click here for more details.
  • Who should I contact if I need service or need to file a claim? add remove
    Once you sign up, you will receive a copy of the Service Plan terms and conditions, which will include instructions on making a claim. In the US, you may call the Seagate Service Plan administrator at 1-888-240-9769. (For outside US please click here for local contact numbers.) Our recovery specialists will walk you through the appropriate steps to file a claim.
  • Can I cancel a Seagate Rescue Plan at anytime? add remove
    Yes. If you cancel within 30 days of purchase, you will receive a full refund of the purchase price, less any claims processed. After 30 days, the refund amount will be prorated and reduced by any repair costs, and a 10% administrative fee will be applied (unless otherwise excluded by state law). Refer to the terms and conditions for details.
  • What happens if I sell or trade in my product? add remove
    Your Seagate Service Plan is transferable once during its lifetime. See the terms and conditions for transfer instructions.
  • Can I transfer my plan from one unit to another? add remove
    This plan cannot be transferred to different units. Your service plan is tied to the original drive that you used to register the plan.
  • How do I check the status of my claim? add remove
    When you make a claim, you will be assigned a dedicated recovery specialist/case manager who can answer your questions. You will also have access to 24/7 online case status tracking at https://seagatewtb.secure.force.com/tracker/
  • Why do I need Seagate File Recovery Software? add remove
    File recovery is the Act of recovering (salvaging) lost files from a computer hard drive or an external storage device. Whether files have been deleted, a drive has been accidently formatted, or a section of the drive has been corrupted/damaged, Seagate file recovery software has the ability to get back most, if not all files that have been lost.
  • Does the Seagate File Recovery Software Suite only work on Seagate branded products? add remove
    No. Seagate File Recovery Software Suite works with any brand of drive and most storage device types.
  • How long does a file recovery take? add remove
    There are a few factors that play into how long a file recovery takes. The larger the size of the drive that is being scanned is, the longer it will take. If a drive is damaged or corrupted, it will also add time to the overall recovery process.
  • What does it mean when a drive is formatted? add remove
    Formatting a drive is the process of preparing a Hard Drive for use. To use a drive, it must first be Formatted (for example: NTFS, FAT32, ExFAT, etc...)
  • Can files be recovered from a formatted drive? add remove
    Yes, the Seagate File Recovery Software Suite has the capability to recovery files off a drive that has been formatted.
  • Can I repair a damaged drive? add remove
    If you purchase Seagate's Technician version, you will have the ability to repair a single bad sector but the drive must be functional. If your hard drive or storage device is physically damaged, we suggest you send it to our data recovery service lab by submitting a case at: https://seagatewtb.secure.force.com/submit/
  • Can I preview found files before I pay for the recovery? add remove
    Yes, all versions of the Seagate File Recovery Suite give the user the opportunity to preview all files that have been found before they pay.
  • What is the difference between Quick Scan and Advanced scan? add remove
    A quick scan will only find files that have been deleted and/or emptied from the recycling bin. We always recommend running a quick scan before running an advanced scan. Advanced Scan does a much more thorough job at scanning a drive. It scans each sector, and has been optimized to find even the smallest files. While the Quick Scan feature is free, you will find many more files by running an advanced scan by paying for a software license.
  • Will the recovery also find the names of my files? add remove
    If the drive that is being scanned (recovered) has an operating system (OS) installed on it, then yes, the chances are much higher. If there is no OS on the Drive that is being scanned, then the possibility of File name recovery depends on what has happened to the dive to warrant a recovery.
  • How long after losing a file do I have to recover it? add remove
    As long as the drive has not been fully erased, there really is no time limit. However, letting a dive sit without being used does eventually further the damage. As a result, the sooner you recover the lost files, the better your chance of recovering them.
  • Does Seagate File Recovery Software Suite recover lost partitions? add remove
    If you have lost a partition you will want to scan the full drive, the information that was nested in the lost partition can still be recovered.
  • How many times can I use your recovery software? add remove
    This depends on which version you have purchased. Document, Picture, Multimedia, and Development versions give you the ability to recover 12 times in one year after the activation, whichever comes first. The Premium version gives you the ability to recover 24 times, and the Technician Version in unlimited.
  • How do I know how many recoveries (keys) I have left? add remove
    Located in the settings section (bottom left corner, click on the gear image) under license, it shows the user how many uses, you have left. In the Technician version, the number actually shows how many recoveries you have performed to date
  • What file type can Seagate File Recovery Software Suite recover? add remove
    The following file types can be recovered - bmp,gi, svg, psd, esp, emf, jpg, png, pdf, tiff, pdf, ppt, pptx, doc, docx, xls, xlsx, rtf, outlook, txt, mpp, chm, vsd, mp3, wma, wav, mp4, mov, wmv, 3gp, swf, asf, avi, fla
  • What hardware do I need to conduct an external disk recovery? add remove
    This depends on the size of the drive you are trying to scan. You will need a USB to SATA adapter to be able to connect the drive to a working computer. If you are trying to recover from a larger desktop hard drive, you will need an adapter with external power.
  • How do I contact customer support? add remove
    We have user guide videos available online to help you with navigating through the software's functionality should you need assistance. For any additional technical assistance, you may contact Seagate at 1-800-SEAGATE
  • How does In-lab Data Recovery pricing work? add remove
    You pay a flat engagement fee for every recovery case (for one or multiple drives in case of RAID) you submit at the time of case submission and it covers the cost of initial evaluation. Two-way shipping is complimentary in most locations globally. Once data has been successfully recovered, your payment method on file will be charged for the cost of data recovery. To make the entire process transparent, the total cost is clearly stated even before you submit the case and we will never charge anything extra.
  • How do I submit a data recovery request for a multi-drive system? add remove
    If you have a RAID system that needs data recovery service, you will select "RAID" in the media type field on the submission form. For a 2-drive RAID system, you will answer the question "how many drives are in the RAID" question by selecting the number 2 in the drop down menu. If you have a 4-drive RAID system, you will select the number 4 in the drop down menu and so on.
  • What is the media category for a Network Attached System (NAS) on the submission form? add remove
    Please submit single drive NAS as a "Single HDD" (Hard Disk Drive) and multiple drive NAS as a RAID + number indicating the number of drives.
  • If I lost data on one of the RAID drives, why do I have to send in all of the RAID drives for recovery? add remove
    In most RAID disk failures, the failure isn't a complete catastrophe and the user can still easily access data within the RAID. RAID systems are typically used for speed and/or redundancy of data. As a result, they can sometimes have a catastrophic failure, such as corruption of the RAID array or multiple disk failure in which your data isn't accessible. If this type of failure occurs, and you are not able to see the redundant mirror image of the data within the RAID, something serious has happened. In this scenario, rebuilding the array with each independent disk included is the only way possible. For that reason, you will need to send in all of the RAID drives for recovery.