My client doesn't know their encryption key for their account. They thought they had it written down, but cannot locate it. This is needed to be put in on the website to allow for the restore of data.
The passkey they enter is not encrypted on the site. (ie. They are not entering the hash in to the field, just the password)
I have spoken to tier 1 and tier 2 and both said that they do not store the password data so they are not able to reset the key without resetting the entire account and losing all of the backup data. The techs told me to try and keep guessing passwords and brute force in. This doesn't seem like a great use of our time. Does anyone have any advice? Thank you.