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The Lightsafe Platform is never exposed to your encryption keys and so we cannot assist in the event of loss. This is an important tenet underpinning our security protocols and means we cannot access any of your data. Ever.
So it's critical for you to keep a record of your own encryption keys. You should be using them to test-restore your data on a regular basis anyhow, as part of your disaster-recovery plan. And also for peace-of-mind.
If you do lose an encryption key however, it may be possible for you to recover it from the Lightsafe Agent - providing you have a live Lightsafe account and local administrative access to the host machine. If that's your scenario, get in touch.