Answer
The media lock applies to photo and video files, including receipt images and walk-through video. Edmund Home manages the current media lock so you can open those files when you are signed in. Details you type — such as serial numbers and prices — are hosted with the household book and protected by your account. They are not under the media lock. This is not whole-account encryption or a claim that Edmund cannot read every record. Older files may use a retired held-key setup. Do not guess whether those can be recovered.
Steps
- Sign in to open current photo and video files under the Edmund-managed media lock.
- If an older file will not open, contact Edmund Home Support so we can check whether it is legacy held-key media — do not send a key.
Does not
- Encrypt every household record, serial, or document file.
- Mean Edmund has zero access to all your data, or that everything is end-to-end encrypted.
- Promise recovery of a lost legacy held key.
Escalate when
- A photo or video will not open, the person mentions a held key, or they are asked for a media key.