Carbonite Support > Password Reset Email Instructi...

Password Reset Email Instructions

At Carbonite, the protection of your data is our top priority. A number of high profile companies have recently experienced data breaches that included theft of customer passwords.

  • As a proactive effort to protect our customers, we have sent out an email alert requesting that you change your password at this time.
  • There is no evidence to suggest that your account was compromised.

The original email sent to you (from carbonite@cloud.carbonite.com) contains a link that is now expired.

  • You can change your password manually by following the instructions below.

Changing Your Password

First, please open https://account.carbonite.com and click the Forgot Password link.

Click the Forgot Your Password Link

Type your email address into the field provided and click Reset Password.

Reset my password

You'll get an email from Carbonite with Your Requested Password Reset as the subject line. The sender will be carbonite@cloud.carbonite.com.

  • If this email doesn't arrive in your inbox within a few minutes, please check your Spam or Junk folder.

Click the Reset Password button within the email.

Email from Carbonite letting you Reset your password
  • If you are having difficulty clicking the Reset Password button, please copy and paste the entire URL (it is usually two lines in length) into the address bar of your web browser.

The next screen will ask for a secondary form of verification.

  • This is for your protection.
  • The information requested depends on which info is available on your account.

The instructions for each scenario are collapsed below. Please click a section title to open / close the appropriate section.

I see an option to receive a security code by call or text

This prompt appears when you have a Two-Step Verification phone number registered with your account. We can finish verifying your identity using this phone number.

Select either Text (SMS) or Call, then click Send Recovery Code to get a text message or phone call with your five (5) digit code.

Text or Call

Type the code into the text box and click Submit my code.

Enter Code

You will now be able to choose a new password.

I see a prompt to answer my security questions

This prompt will appear if you do not have a Two-Step Verification phone number registered with your account, but you have filled out security questions. We can use these answers to verify your identity.

Enter the answers you set for the three security questions you chose. You may have selected different questions than the example below.

Enter Security Questions

When all answers are entered, click Submit. You will be able to choose a new password next.

If you don't remember your answers to these questions, click I don't know next to the Submit button. This will allow you to verify using different information (see next sections).

I see a prompt to enter my billing information

This prompt will appear if:

  • You clicked I don't know at the prompt to answer your security questions, and
  • You have at least one credit card purchase in your Carbonite purchase history.

We can use this information to verify your identity.

Enter the full name on the credit card, the last four digits of the card, and the billing zip code into the provided boxes.

Enter Security Questions

When all answers are entered, click Submit. You will be able to choose a new password next.

I see a prompt to enter my serial number or computer name

This prompt will appear if:

  • You clicked I don't know at the prompt to answer your security questions,
  • You don't have any credit card purchasing information attached to your Carbonite account, and
  • There is some data in your backup.

We can use the serial number or computer name to verify your identity. Select an option and enter the appropriate information.

  • For help finding your serial number or computer name, hover your mouse cursor over the icon next to either option. You will see links to instructions for finding the correct information on your computer.

When the correct information is entered, click Submit. You will be able to choose a new password next.

After verifying your identity, type in a new password. Your password must be at least eight characters. Choosing a password that fits the rules shown in the text bubble will provide you with additional account security.

Reset Your Password to Something of Your Choice

Enter the password again in the second box, then click Reset My Password to change your password.

We are sorry for any inconvenience this may cause, and we appreciate your cooperation with our safety standards.

If you are still experiencing difficulties after following these instructions, please contact Customer Care for assistance.

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