Some have no other way - they have to pay. Special. If the computer on which all information for work is stored is infected. The guide will not understand your explanations that the computer is infected. They need the result
Paying is not a solution as mentioned before. I understand that it might feel like you have no other option, but look at it from this point -> If you have been willing to pay once, why wouldn't you pay for a second time? Perhaps for a third time? Those that are desperate enough and end up paying, have important files to safe, and exactly that puts them in a very easy to extort position.
Well hackers do tend to actually decrypt your files after you've paid the ransom, simply because if they didn't do it then no one would pay in the future.
So think of it this way. If I hack someone's computer and they have no recent backups, they will pay the ransom. After they've paid the ransom, what's the first thing that they're going to do? Backup their files, obviously. Lessons can be learned and then they don't have to deal with paying ransoms in the future.
All that matters is that they learn from the experience, so they
wouldn't pay it a second time, or a third time, or a fourth time.