What to Prepare Before Contacting Aceon for Data Recovery

Updated

Gather four things before you contact Aceon: your contact details (name, phone, email, city/region, and shipping country), the device type and symptom, your urgency and priority files, and an honest history of everything already tried — including deleted files, formatting, failed backups or restores, drops, water damage, failed scans, and repair attempts. This written intake works when the device is stable enough for triage. If you have a clicking drive, a RAID outage, fresh phone damage, or another urgent failure, call first instead of filling out a form.

The four items Aceon's intake asks for

Aceon's Quick Intake is built around three steps — contact, problem, review — and the fields map directly to what the lab needs to choose a safe next step.

Category What to include Why it matters
Contact Name, phone, email, city/region, shipping country Determines drop-off vs. ship-in routing and how Aceon reaches you
Problem Device type, urgency, priority files, what happened Sets triage priority and the recovery path
History Deleted files, formatting, failed backups/restores, drops, water, failed scans, repair attempts, rebuilds Tells the lab what has already changed on the device
Review Submit, then wait for next-step guidance Aceon responds with guidance before you ship, drop off, restore, repair, rebuild, or scan

Why the history section matters most

The "anything already tried" field is the one people are most tempted to skip, and it is the one that most affects triage. Aceon describes this as mistake-safe intake: telling them about a failed scan, a repair attempt, or a rebuild does not lock you into recovery — it just helps them judge what state the data is in. Leaving it out risks a recommendation that assumes the device is untouched when it isn't.

Written intake vs. calling first

Use the written intake when the device is stable enough for written triage. Call first when the failure is urgent or still changing:

  • A drive that is clicking or making noise
  • A RAID or NAS outage affecting a business
  • A phone with fresh damage (especially liquid)
  • Any business outage or time-sensitive recovery

The site's own framing is that the next attempt can reduce recovery options, so the first move is to stop using the device — not to charge, reset, scan, or power it on again.

What happens after you submit

  1. You send the intake with contact, problem, and history.
  2. You wait for Aceon's next-step guidance before shipping, dropping off, restoring, repairing, rebuilding, or scanning.
  3. Aceon handles the case from its Vancouver lab, with a U.S. receiving option for ship-ins.

Aceon states it has operated since 1998, works on HDD, SSD, RAID/NAS, phones, USB drives, and SD cards, and offers no recovery, no fee for qualifying cases. For urgent cases the listed number is 604-224-4357, and there is also an urgent callback request option.

Quick checklist before you hit send

  • Name, phone, email, city/region, shipping country
  • Device type (HDD, SSD, RAID/NAS, phone, USB, SD card)
  • Symptom and what happened
  • Urgency level and which files matter most
  • Everything already tried: scans, resets, repairs, rebuilds, backups, restores
  • Whether the device is stable enough to ship or needs a call first