Carbonite Support

Welcome to Carbonite

Carbonite provides secure, automatic cloud backup with features such as remote file access and our award-winning support.

To help our Mozy customers better understand the Carbonite backup solution, we have compiled a list of Frequently Asked Questions (FAQs) below.

Our customer support professionals are available 7 days a week, from 9:00 AM to 8:00 PM EST, to assist with any additional questions.

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

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If you are located in the United States, all you have to do is keep your computer powered on and ensure your first backup has successfully completed.

If you are located outside of the United States, you will receive an e-mail notification with instructions on how to initiate a software update.

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By default, Carbonite runs continuous backups, scanning for incremental changes.

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Yes. Carbonite is Privacy Shield certified. This is a framework that has been agreed between the European Commission and the US Department of Commerce, which permits transfers of personal data from the European Economic Area to the United States to companies, which have certified to the EU-US Privacy Shield Framework.

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No. If you are located in the United States, you will automatically be updated to the latest version of Carbonite, you don’t have to do anything.

If you are located outside of the United States, you must initiate the software update. If you do not initiate the software update, your current software will soon be unsupported and will no longer work to protect your backed up data.

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No. The version of the software you are currently using will soon be unsupported and you will no longer be able to access your backed up data. To protect your backed up data, you must update to the latest software available from Carbonite.

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If you want to stop backing up your data with Carbonite, please contact as [unsubscribe@carbonite.com].

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If you decide not to upgrade your software to the latest version of Carbonite, your data will not be protected. Please make arrangements for alternative data protection services or restore your data within thirty (30) days. To restore your data, log into Mozy.com and select the appropriate files.

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Once your software has been updated, you will receive a notification. You must confirm that your first full backup has successfully completed and that all files and folders are backed up before you uninstall Mozy.

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No, you cannot transfer your backup. Carbonite will perform a new full backup, silently in the background. All you need to do is keep your computer on to ensure the backup completes successfully.

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We anticipate your new backup will be available within 1 week. However, this depends on how much data you are protecting and the speed of your internet connection.

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Keeping your data secure is our top priority. To learn more about Carbonite’s data security program, please review the Knowledge Base article .

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Windows users please see the Knowledge Base article.

Mac users please see the Knowledge Base article.

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You can upgrade your subscription at any time while your subscription is active or within the 30-day period after it expires. For more information, please review this Knowledge Base article.

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Carbonite Safe offers a variety of options to help you restore your files. If you only need to restore a single file or group of files, you can manually select them and restore them to your machine or use Anytime Anywhere Access. For those running the Windows client, you have the option of using the Restore Wizard to assist you in selecting restore options.

For more information, please review the Knowledge Base article.

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If you are manually installing Carbonite on a Windows machine, please review the Knowledge Base articles – Carbonite Safe Home and Carbonite Safe Business.

If you are manually installing Carbonite on a Mac, please review the Knowledge Base articles – Carbonite Safe Home and Carbonite Safe Business.

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Carbonite Safe offers individual users powerful cloud backup for their computers. With three tiers of service: Basic, Plus and Prime, we protect your most critical personal data.

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Carbonite Safe Pro offers small businesses powerful backup for both their computers and servers. We offer options for cloud-only or hybrid (onsite and cloud) configurations, as well as exceptional customer support. We protect critical data for thousands of businesses.

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