Lists of frequently asked questions
Decryption of data encoded by ransomware Trojans
My files have been encrypted by malware. If I buy a Dr.Web license, will I be able to have them decrypted free of charge?
Unfortunately, the probability of successfully decrypting your files is less than 1% (find out more). We will only be able to tell you for sure after you provide our technical support engineers with several samples of the encrypted files.
I do not use Dr.Web. Can you still decrypt files for me?
We will only be able to tell you for sure after you provide our technical support engineers with several samples of the encrypted files. Unfortunately, the probability of successfully decrypting your files is less than 1%. Find out more.
Where can I file a request to have my files, which have been compromised by encryption ransomware, decrypted?
Who can file a request for free decryption?
If, at the moment of infection, you had a valid commercial Dr.Web license and the current version of Dr.Web Enterprise Security Suite/Dr.Web Desktop Security Suite/Dr.Web Security Space was installed, you are entitled to free decryption if it is possible. You can check whether your version is current in the Download Wizard by entering your serial number: the first version in the newly appeared list is the current one.
You are welcome to submit a request via the form.
You can find the list of reasons why Doctor Web may decline requests for free data recovery here.
My customer's data has been corrupted by encryption ransomware. How can I submit a decryption request on their behalf?
If, at the moment of infection, you had a valid commercial Dr.Web license and the current version of Dr.Web Enterprise Security Suite/Dr.Web Desktop Security Suite/Dr.Web Security Space was installed, you are entitled to free decryption if it is possible. Submit a request for free decryption via the form. Attach to your request the power of attorney that entitles you to represent the interests of the customer, as well as documents confirming that your customer is the legal owner of this license (a photo or a scanned copy of the license certificate, the payment receipt, an email from the online store or other confirming documents).
You can find the list of reasons why Doctor Web may decline requests for free data recovery here.
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