Need Help: TotalDrive Cloud Storage Appears Unreachable and My Data Is Trapped

[TeamKomando:Jarett]

Thanks for flagging this, Lesley. Sorry you’re dealing with this (and the delay in response time), especially with family photos on the line. Here’s what I can offer on each question:

1. Is anyone else seeing this?
Worth checking online (i.e. Google searching) for other reports. The pattern you’re describing (red X icons, sudden lockout, SSL warnings, dead support channels) is consistent with a service either shutting down abruptly or having serious infrastructure/security problems. If others chime in with the same timeline, that’s a strong signal it’s not just your account.

2. Recovery and support contact
A few things to try before assuming the worst:

• Check the domain’s status directly. Look up TotalDrive’s domain on a WHOIS lookup site (such as https://who.is/). If the domain registration lapsed or changed hands recently, that explains both the SSL errors and the support silence.
• Search for official announcements. Sometimes companies post shutdown notices on a status page, Twitter/X, or a press release that never reaches existing customers via email. Search “TotalDrive shutting down” or “TotalDrive discontinued.”
• Try alternate contact routes. If email support is dead, check if they have a phone number on file from your original signup receipt, or try reaching them through any app store listing (reviews sections sometimes get responses) or LinkedIn.
• Check your payment provider. If you paid by credit card, you may be able to dispute the charge for undelivered service, especially since you’re within a reasonable window of losing access.

3. Determining if your data still exists
Realistically, there’s no reliable way for a customer to verify data still sits on a provider’s servers once they’re locked out. SSL/security warnings when reaching the site are a bad sign. It often means the SSL certificate expired and was never renewed, which happens when a company stops paying its bills, which often means it’s shutting down or has already gone dark.

4. General options when a cloud provider becomes unreachable

• File a complaint with the FTC (reportfraud.ftc.gov) and your state Attorney General’s consumer protection office, especially if you suspect the company folded without notice.
• Check the Better Business Bureau for the company. Other complaints there sometimes include working contact info or class-action leads.
• If you paid via credit card, dispute the charge citing “service not rendered” (chargebacks typically have a 60-120 day window, but some issuers make exceptions for ongoing subscription failures).
• Going forward, the standard protection here is the 3-2-1 backup rule: keep at least one local backup so you’re never solely dependent on one cloud provider.

I’d also gently suggest treating this as a lesson for backups generally. No single cloud provider, however established, should be the only copy of irreplaceable files like family photos.

Lastly, I want to take a moment to recommend Carbonite as our preferred cloud backup solution to automatically protect files, photos, and videos in the background. Carbonite protects data against ransomware, hardware crashes, theft, accidental deletion, fires, and floods, runs quietly and continuously in the background for both PC and Mac, and offers unlimited automatic cloud storage, making it easy to restore everything with a single click – even on a completely new computer. Find out more about Carbonite and get a special Kim Komando discount here: http://www.Carbonite.com/Kim