FINAL UPDATEI still haven't heard back from Tuta support despite multiple emails to them. We're a household of two adults and three teens. Our family cares a lot about our young adults' privacy so we subscribe either to ProtonMail or Tuta, depending on preference. Because we all used the same authenticator that sold out to another company, we all have had to recover our accounts (2FA). ProtonMail support got back to family members using PM as their privacy email within a day via email and got those people back into their accounts! But our oldest showed me recently that Tuta is purposely not accepting valid recovery codes on her account. I watched as she entered the recovery codes and her password in Tuta's recovery page. Tuta begins to let her into her account then shuts her out again.With Tuta, you may need Tuta's PERMISSION to use your recovery codes, but Tuta doesn't reply to email requests for help. You might have to try one of their social media or community pages instead--but there's no guarantee of getting legitimate help there. Worse, Tuta fans, if they bother replying to your help-postings, can be downright hostile if you're not simply singing Tuta's praises. This seems to be the new way tech companies are offering "support." Censor the negative. Blame those having problems. And make it very hard to actually get in touch with an official company rep. I'm switching my family to a different email service--one we can use/restore without needing the permission of a company while still protecting our family's privacy.ORIGINAL REVIEWLong-time Tuta(nota) customer. Been using this service since they started doing business. All of my major accounts (taxes, medical, legal, social security...) use email as the major contact. These are accounts over TWENTY YEARS old. The company behind my security keys (SoloKey) abandoned their project, so my 2FA security keys tied to Tuta no longer work. Instead, I rely on an authenticator app (Raivo App) for 2FA and the recovery codes I downloaded from my Tuta security panel in case I ever lost access to my other 2FA methods.Raivo Authenticator app sold out to another company recently and when the app updated, it discarded all customers' 2FA credentials. I lost my Tuta 2FA code but thought I could just use the recovery codes to log back into my account. I made MANY copies of these codes--physical printouts, encrypted digital copies stored in various commercial clouds, and digital copies on my machines. The Tuta recovery codes are all the same, an alphanumeric sequence. My password is saved in a password manager and consistently works to log me in. But the recovery codes DO. NOT. WORK.Entering the recovery codes (with or without spaces) plus the account password on the recovery panel invariably leads to the message "invalid." I'm reasonably tech savvy, managing easily many digital backup/recovery codes for many accounts. I don't see where the mistake is with the TN recovery codes/process. TN, understandably busy, has not responded to my requests for help--either via email or on their various social media pages.It seems I've lost access to nearly 20 years worth of critical accounts--many which are asking for me to verify myself via email to reset my credentials. I thought I was being responsible enabling "secure" 2FA. But security keys (I have TWO, but the company went out of business) can fail. Authentication apps can be sold to new company owners and you can lose your 2FA credentials. And recovery codes may not work when you need them. I will say that I've used recovery codes successfully with Microsoft & Google--but before adding 2FA protection. I think something about adding 2FA (security keys...) might alter how the recovery process works. It turns out people are right to be anxious about losing 2FA and getting locked out of critical accounts. And more and more companies are turning to low-priority, get-to-you-when-or-if-we-can email-only as a means of support. Not a reliable system for protecting your most critical accounts.
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