**Mozy have sorted this issue and my final post can be seen in post #46** I thought i would write a detailed thread for those of you that signed up to Mozy for your backup needs, especially those of you that have used your own encryption key. I had been using Mozy Pro for around 25GB of data using a custom encryption key. After uploading the data the first time i tried to restore a few files to test if it works. Trying to restore failed and it told me that my key was probably incorrect. It definately wasn't. Before i wrote to Mozy i decided to upload it all again with the same key and to try again. I did this and went to test with the same error. I then contacted Mozy, stated my OS, my version number of both OSX and Mozy and explained the procedure i had followed including the decryption process and its error messages to which i recieved the following following reply on the 13th July 2007: I've bolded the obvious auto responses clearly showing they don't read. However, i thought fair enough so i replied with all the info and the log. I then received the following response on the 16th July 2007: Morons! I have already clearly stated i have used that utility and the error message it gave me! I then basically calmly wrote an email displaying their incompetence and inability to read etc to which i recieved an email from some more senior on the 17th July 2007: So i thought fair enough i'll give him the key and we can work through this together and i can help these guys fix an issue an then be able to continue with the service. I replied and gave him an example file to try and explained exactly what i had done etc. I then recieved the following response on the 17th July 2007: He didn't realize i had a dam mac!!!!!!!!! Do these guys read? Anyway i said fair enough.... a day or so passed and i heard nothing so i asked what was going on and i got the following response on the 19th July 2007: Today (the day of this post) is the 28th July 2007 and i have never heard back from this senior guy..... i sent a further two emails in the space of the 19th - 28th firstly saying i hadn't heard from his engineer and could he tell me the progress and secondly (in the later of the two emails) saying that i was going to give him 3 days to respond before i close my account as he has failed to contact me, has my encyption key to my data and i am paying for a service that isn't working. As a last ditch effort i went on mozy live chat on the 27th and asked if this guy was around or on holiday. I thought it fair to give the benefit of the doubt.... he was in apparently and the agent said he would get him to contact me that day. I said thank you to the agent but told him that if i didnt hear from him today i would close my account. And so today i closed it. The point of this thread is to highlight the exceptionally poor customer service from Mozy. Secondly to highlight the potential restore issues to those of you that are already using the service. I'd hate for someone to try to restore their data like i did to find it won't work. I am now a happy Amazon S3 customer.