Mega.io

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Mega.io (formerly Mega.nz or MEGA , Mega Cloud Services Limited) is a cloud storage originally launched by Kim Dotcom. They offer free and paid tiers with browser apps, desktop sync apps, and mobile apps. They have expanded to offer other services such as VPN, Chat, and Backup.

Mega.io

Basic Information
Release Year	2013
Product Type	Cloud storage
In Production	Yes
Official Website	https://mega.io/

Consumer impact summary

MEGA has a policy regarding exceeding your storage space, which holds data at ransom if action is not taken to renew a paid plan or free up space.

Incidents

Once you have exceeded the amount of storage, they will begin to send you emails indicating your account is at risk of being locked. If you don't take action, once locked, your options to access your files, or free-up space are removed. The only way to download your files (or delete files to free up space) is to upgrade to a higher storage tier, effectively holding your data for ransom, as a penalty for being over-limit for 60 days.

While overall problematic, the business practice that is most egrebgious is the inability to delete or download files unless you purchase (for at least 1 month) a data tier that is high enough to cover the amount of excess data you have in cloud storage.

For example, If you are using 3TB of storage and your account gets locked, purchasing the "Pro I" 2TB tier is not sufficient for you to be allowed to delete some data to fit within your desired plan. You must purchase the 8TB tier "Pro II", at which point you are allowed to download your files or delete some data to be eligible for downgrading to the 50gb free tier or any of the lower cost tiers, such as "Pro I".

The notice of dangers of the account lock become evident only at the 3rd email notice. The level of urgency of their locking policy is initially not well communicated. Once the tone of the email changes, the user is locked 30-days later.

Timeline of data-locking

First notice and second notice Emails:

"As your MEGA account is over its storage quota, you can no longer upload more files, and syncing has stopped. To continue using MEGA, please delete some files to free up space. Better yet, click the button below to sign up for one of our affordable MEGA Pro plans that offer all the space you need."

3rd (final notice - 30 days remain until lock)

"This is the final reminder before your MEGA account is locked.

This email is to remind you that your free MEGA account is still using xx TB. This is over your storage limit of 50 GB. Because you have been over your limit for at least 30 days and have not upgraded, your account may be locked anytime from this point onwards. This means you will be unable to download, upload or delete data."

4th Email Account Locked (45 days until files may be deleted)

"You did not take action within the 60 day grace period, and continued to use storage quota above the free limit. Your account is now locked. A locked account means you are unable to download, upload or delete data from your account. Let’s fix it: Upgrade to an affordable MEGA Pro plan with sufficient storage space to cover the amount you’re using currently."

Lack of customer support interface [unconfirmed]

Mega.io does not have a working ticketing system on their website. Once logged in, any submitted tickets are not confirmed to you by email, nor is their an inbox within their web interface. As such, any requests or appeals to locked accounts cannot be tracked once logged in.

See also

Link to relevant theme articles or products with similar incidents.

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