If you had a backup, that would not happen. Please make backups. We can't just sign a certificate request that gets mailed to us with a heartbreaking message about key loss. It could be an imposter, wishing to compromise your security, and wishing to confuse your customers. So we have to audit every request and ensure that it is fully authorized.
Every certificate needs to go through our management system.
Every certificate needs an audit trail. So we charge for every certificate. If you feel you qualify for a reissue on the grounds of having lost your key while we were processing your request, then please ask your representative office or Thawte contact person to send you the reissue one-time password and instructions, giving your old order number and a detailed description of what went wrong. This offer is not automatic, we reserve the right not to reissue any cert at the reduced price. Your key management is still entirely your responsibility.