Carbonite Support > Releasing an Account

Releasing an Account

  • This article is for Windows and Mac

Summary:

You can release a customer from your account through the Partner Portal. Any customer you release from your account will need to renew on their own through the Carbonite website to continue using the product after their subscription expires. Releasing a customer from your account will not cause any backed up data to be lost.

Any customer whose subscription has been expired for longer than 30 days will automatically be removed from your account.

Solution:

To release a customer from your account sign into your Partner account at https://portal.carbonite.com.

Sign In

Then, click Accounts to view a list of your customers. Click on the customer you wish to release to view information pertaining to that customer.

Select Account

The next step you take will differ depending on the type of customer you want to release. For further instructions, select one of the collapsible sections below.

I want to release a Safe Pro account

To release a Safe Pro customer, click Settings within their account page.

Edit Account

If you are sure you wish to release the Safe Pro customer from your account, simply click the Release account button.

Release Account

You will receive a popup indicating the action you are planning on taking. Click the Yes, release account button to proceed.

You will not be able to release a Safe Pro account if you are the only administrator on the account. However, you can add a Carbonite Administrator to the account.
Confirm Release
Customers that are released from your account will still have an active subscription and be able to perform all normal Carbonite actions, but they will not go through you to renew their subscription.

Once a customer has been released from your account, any admin user you have linked to the account will be changed to a regular user and you will not be able to view their account information from your Partner Portal.

I want to release a Safe account

To release a Safe customer, simply click the Release account link, beneath their subscription number.

Release Account

You will receive a popup indicating the action you are planning on taking. Click the Yes, release account button to proceed.

Confirm Release
Customers that are released from your account will still have an active subscription and be able to perform all normal Carbonite actions, but they will not go through you to renew their subscription.

Once a customer has been released from your account, you will not be able to view their account information from your Partner Portal.

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