Carbonite™ FAQ

Carbonite Safe cloud backup is a powerful and secure way to protect your files and data (no matter their size) from disasters. Whether you experience device loss, theft damage or failure, you’ll never lose a photo or an important file again.

Carbonite Safe is an industry-leading backup solution that’s won PC Magazine Editor’s Choice Award 22 times. Over 1 million people trust us to protect their digital lives.

Learn about our backup plans that offer enough storage to protect most home users. For those looking to protect servers, business data and more, please get in touch with a solutions consultant for pricing information.

Yes. Our business and reputation depend on keeping your data safely backed up. We encrypt your files before they leave your computer and encrypt them again during transit to one of our data centers, using the same security technology used in online banking and e-commerce transactions. Your files remain encrypted on our servers that are housed in state-of-the-art data centers. Those centers are guarded 24 hours a day, 7 days a week.

There are a lot of companies that offer cloud backup, but Carbonite Safe is unique for several reasons:

• Backup is the only thing we do. It’s our only business.

We're 100% focused on backing up and safeguarding your files and making sure that recovering those files is simple and hassle-free. We're a company that was formed specifically to make cloud backup simple and available to everyone.

• We make restoring your backed up files fast – and foolproof.

Since you back up your files so that you can restore them when you need them the most, we've focused on making our restore process the easiest in the industry. You can begin restoring files instantly – right from your desktop or from Carbonite.com. You don't need to wait for us to prepare your backed-up files – they're always available and waiting to be recovered. Our automated Restore Manager feature walks you through the process. And if you ever need to shut down your computer or lose your Internet connection during a restore, Carbonite will pick up right where it left off once you're reconnected to the Internet.

• We give you easy access to your backed up files – anytime, anywhere.

Once your files are backed up by Carbonite, you’ll be able to securely access them from any computer by signing into your account.

• We put no limits on your backup storage space.

With all three Carbonite Safe plans, you don't need to worry about choosing which of your files are important enough to back up and which you'll have to leave to chance. The plans give you as much space as you need for your backup.

• We’re there when you need us.
  
  

Carbonite is designed to be simple and hassle-free. But if you ever have questions, or need customer support, we're here to help. We offer free support via phone, email and live chat. Our support channels are available to all our customers – even if you're in a free trial.

Simply search for Carbonite Mobile on the Google Play Store or the Apple App Store. Sign into your account to download the app. Then, share and save your backed-up files using your phone.

You can check anything related to your account status and information through your Carbonite portal. The portal is associated with your account and lets you manage your subscriptions, manage security questions, change your password, manage your devices, invite users and administrators, and much more.

Simply sign into your account. You also can get a detailed walk-through of your account and what it offers.

If your computer crashes or if you get a new computer to replace an old one, you can transfer your current subscription to another computer.

Users and Administrators can only install computers that are associated with their username. When you transfer your subscription, you can restore your files that were backed up.

Carbonite can only be transferred to computers with the same platform (e.g., Windows operating systems to Windows operating systems). Currently, you cannot transfer your subscription from a Windows computer to a Mac computer.

1. Sign into your account on the computer you wish to transfer Carbonite to. If you sign in as an Administrator, please select your username from the Dashboard.
2. Locate the computer you wish to move to. From the Computer Actions menu, select Reinstall on this computer.
3. Click Download Now and follow the instructions to complete the installation.

You also can get a detailed walk-through about transferring your subscription.

The easiest way to renew your Carbonite subscription is online via your account. You only can renew your subscription if you are within 30 days of your renewal period or expiration date.

1. Sign into your account as the Billing Owner.
2. On the Dashboard, click the Renew Now button.
3. Either keep your current subscription or click Change Plan to change your plan.
4. Once you have decided on a plan, click the Add to Cart button.
5. Review your choices and click the Checkout button.
6. Choose a saved credit card from the menu or add a new credit card to your account. Then click the Place Order button.
7. You will receive a confirmation email once the purchase has been successfully completed and applied to your subscription.

You also can get a detailed walk-through about renewing your subscription.