Carbonite Support > Introduction to Two-Step Verif...

Our product offerings have been renamed. Carbonite Home Backup is now Carbonite Safe Backup, and Carbonite Office Backup is now Carbonite Safe Backup Pro.

Introduction to Two-Step Verification

  • This article is for Windows and Mac

Two-Step Verification, also known as two-factor authentication (2FA) is an additional security layer for your Carbonite account. It helps address the vulnerabilities of a password-only security approach by also requiring the verification of a security code that is sent to your phone.

There are several benefits to activating this feature:

  • One extra layer of security
    • Sign in with your password and a unique code sent to your phone.
  • Protect yourself from hackers
    • Your password alone will not be enough to get access to your backup.
  • Be in the know
    • The text/call to your phone will notify you immediately of any sign in attempts from unknown devices.
  • No need to remember security questions
    • When you need to reset your password, you will be asked to verify the code sent to your phone rather than providing the answers to your security questions. This makes the password reset process much easier and faster.
Two-Step Verification is currently optional. However, we highly recommend using this feature to protect your account from unauthorized access.

The sections below are collapsed. Please click a section title to open / close the appropriate section.

Activating Two-Step Verification
  • If you already have a security phone number with your account, that number will be used for Two-Step Verification. You'll be able to use your Two-Step Verification phone number to reset your password. You can always change this number if you like by validating a new phone number.

You can activate Two-Step Verification at any time:

  • After signing into account.carbonite.com for the first time, click Get Started in the Two-Step Verification section.
  • After signing into your account, click Personal Information in the menu on the left, then click edit next to Two-Step Verification.

Once you begin this process, follow these steps below:

  1. Click Get Started from the pop up window.
Get Started
  1. Select the applicable country code from the list and enter your phone number without any spaces.
Enter Phone Number
We are currently working on expanding the list of countries for Two-Step Verification. Stay tuned for an updated list.
  1. Select how you would like to receive your security code. The available options are Text (It is selected by default) or Call. Then click Continue.
Phone Number Entered
Standard text messaging and voice rates will apply.
  1. You will receive a text or call shortly with a five digit security code. Enter that code in the 5 Digit Security Code box. Then click Continue.
Security Code Entered
The code will be valid for 1 hour.
  1. If the correct code was entered, you will see a confirmation message on the screen.
Verifcation Code Success
Congratulations! Two Step Verification is now activated.
Using Two-Step Verification

Once this feature has been activated, you will automatically be prompted whenever:

  • You enter your email address and password to access your account at https://account.carbonite.com from an unknown device for the first time.
  • You change your account password.

Using Two-Step Verification to Sign Into Carbonite

If you are signing in from an unknown device, you will see a Two-Step Verification - Confirm your Identity window next.

Unknown Device - Confirm Identity

You will also receive a code in a call or text (whichever you chose when verifying the number) to your saved phone number. Enter the code from your phone into the Two-Step Verification - Confirm your Identity window. Then click Submit my code.

Submit Code
  • If you enter the code correctly, you'll sign into your account.
  • If the entered code is not correct, you will not be signed in. You can enter your email address and password again to receive a new code and retry signing in.

Once you sign into Carbonite successfully using Two-Step Verification from an unknown device, you can continue signing in from that device normally (without using another security code) for the next 30 days. There are some exceptions (For additional information, please refer to the Technical details section below).

Using Two-Step Verification to Reset Your Password

If you're not able to sign into your account, you can initiate a password reset by clicking the button below or going to the Carbonite website at https://account.carbonite.com and clicking the Forgot Password link.

Reset Your Password

After clicking the button above, type your email address into the field provided and click Reset Password.

You will receive a password reset email from Carbonite. Click the Reset password button in that email.

A browser window will open, requesting that you verify your identity. You will be able to choose how you’d like to receive a verification code to your saved phone number. The available options are Text (SMS) or Call. After making your selection, click Send Recovery Code.

Verification Code

You will receive a code in a call or text (whichever you chose when verifying the number) to your saved phone number. Enter the code from your phone into the Verification Code box. Then click Submit my code.

Verify Identity
  • If you enter the code correctly, you'll be asked to set a new password next.
  • If you enter the code incorrectly, you will be unable to change your password. You can use the same Forgot Password link from your email to restart the process.
Changing Your Two-Step Verification Phone Number

You can change the phone number used for Two-Step Verification at any time by following these steps:

  1. Sign into Carbonite at account.carbonite.com.
  2. Click Personal Information in the menu on the left.
Personal Information Tab
  1. Click edit next to Two-Step Verification.
Edit Two Step
  1. Click Change this number from the Two-Step Verification window.
Change Phone Number
  1. You will be prompted to enter a new phone number and select how you would like to receive your security code.
  2. Once you have entered the correct code in the appropriate box, you will see a confirmation message on the screen.

Your new phone number will now be saved and will be used for Two-Step Verification.

Removing Your Two-Step Verification Phone Number

Although Two-Step Verification is strongly recommended for your protection, it is not required for your Carbonite account. To remove Two-Step Verification, follow these steps:

  1. Sign into Carbonite at account.carbonite.com.
  2. Click Personal Information in the menu on the left.
Personal Information Tab
  1. Click edit next to Two-Step Verification.
Edit Two Step
  1. Click Remove this number from the Two-Step Verification window.
Remove Phone Number
  1. You will see a confirmation message on the screen for the removal. No phone number will be listed.
Successful Removal

If this operation was done in error, you can re-activate Two-Step Verification.

Technical Details

Clearing or Disabling Cookies

Carbonite remembers your device using a cookie, which is a small file stored on the device Carbonite checks when you visit the website. Cookies are enabled by default in most browsers.

If the cookie is deleted somehow (for example: clearing the browser history), you will have to use Two-Step Verification the next time you sign in. If the browser on the device is set to disable cookies, you’ll have to use Two-Step Verification every time you sign in from the device.

Still need help?

The following section provides troubleshooting steps for common issues encountered while attempting to register your phone number using Two-Step Verification.

Phone Number is Temporarily Prevented from Being Registered

You might experience issues registering your phone number after too many unsuccessful attempts or your number has been flagged as suspicious.

To help resolve this issue, we suggest performing one of the following actions:

  • Attempt to add your phone number again after a few days.
  • Try adding a different phone number.

Temporarily Locked out of Account After Too Many Failed Verification Attempts

If you enter the wrong security code five (5) or more times in an hour, you will be temporarily locked out of your account.

We recommend attempting this process again after an hour, once your account has been unlocked.

Feedback