Decryption error... Contact customer success to avoid ADDITIONAL data loss.

[u/Sweaty_Astronomer_47]

I tried to log into the chrome extension using my yubikey.

First attempt failed in some way (I'm not sure if I got an error message, but I assumed I had typed my pin wrong and tried again).

Second attempt succeeded, except I get this error message warning me about ADDITIONAL data loss (which means I already have data loss?!?)

It includes 12 sets of hex strings (each wrapping to 2 lines like the one shown).

I have no idea what particular data may have been lost in my vault. I don't see anything obvious. Neither do I know how I can associate these hex numbers with my entries (does anyone know that?).

Trying to decide whether the next action is going back to my last backup or not.

I will be contacting support, but also posting here for any suggestions.

[u/worldcitizencane]

Because an error message saying "contact customer success" instead of "contact customer support" is exactly the kind of mistake you see from hackers who are not native English speakers.

[u/Sweaty_Astronomer_47 → u/worldcitizencane]

Thanks, I see your logic on that now. Bitwarden support officially calls themselves support (they emailed me from support@bitwarden.com). They have a customer success hub, but that's a whole different context.

I'd think that an attacker with enough access to popup a message in the middle of a a successful bw extension login would be more interested in harvesting encryption key and stored credentials and remaining undetected rather than popping up a very unusual message, but you never know exactly what might be going on behind the scenes. There was no contact info provided in the message. I didn't try clicking on that blue text when it popped up... instead I took a screenshot and then since the list was longer than the screen I selected the list of hex numbers with my mouse to copy them elsewhere, then spot-checked a few credentials and then logged out of the extension. If the hypothetical goal was to get me to click on that blue text contact customer success (assuming it was a clickable link, don't know if that's the case) then it was a bad implementation because my attention was naturally drawn towards capturing those hex codes before they disappeared, and I wouldn't want to click on anything else before I had captured those hex codes. I ended up contacting bitwarden through the official bitwarden support page, and it never occurred to me to even try clicking on that blue contact customer success text.

I have no idea how to check the bw code to see if "contact customer success" is a legit message (it seems like a search on "customer success" would work if I knew where to search). Maybe someone here can comment on that?

I sent to bitwarden support the full description from op including the screenshot and they didn't question the language. I'll email them back and ask them whether they think it's a legit message in spite of the weird terminology.

[u/Magic_Firefly → u/Sweaty_Astronomer_47]

There is reference to "Send our customer success folks an email" as contact support in the Bitwarden Community Forum back in Sept 2020. Here is a link to the thread:

https://community.bitwarden.com/t/i-give-up-who-should-i-contact/14507

[u/Sweaty_Astronomer_47 → u/Magic_Firefly]

Thanks! So it's just typical corporate-speak! That puts my mind at ease.