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Big Tech routinely vastly overestimates the level of understanding that most of their users have of technology -- including websites, devices, security, reliability, and all the rest. Help forums are generally useless or worse. Help documents are typically written at levels beyond the understanding of most users. This is why so many users are being left behind, and why so many of them suffer catastrophic account lockouts and data losses, that Big Tech generally considers to be unimportant.