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

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Billing Owner

A Carbonite Billing Owner is responsible for entering or re-entering the billing information Carbonite uses to charge the account each year. Only an account that has purchased a subscription will have a Billing Owner. You can change who the Billing Owner is through the Billing Information tab of the Dashboard.

Changing Your Billing Credit Card for Carbonite Safe Backup Pro

Billing Owners are able to change the credit card on file for their company through the Dashboard. If the Billing Owner is changed, the new Billing Owner will have to add new credit card information.

Changing Your Billing Credit Card for Carbonite Safe

If the billing information associated with your account is incorrect or out of date, you can remove a credit card on file and add a new credit card. Choosing automatic renewal when purchasing is the best way to make sure your data stays protected and that your subscription does not expire.

Frequently Asked Questions Regarding Carbonite Safe Server Backup Single-Server Subscriptions For CSSB 5.x & 6.x Classic

A single-server subscription is available for Carbonite Safe Server Backup. If you have a single-server plan, CSSB can only be active on one server at a time.

Frequently Asked Questions Regarding Carbonite Safe Server Backup Single-Server Subscriptions For CSSB 6.x Enhanced

A single-server subscription is available for Carbonite Safe Server Backup. If you have a single-server plan, CSSB can only be active on one server at a time.

Changing Your Automatic Renewal Status for Carbonite Safe Backup Pro

Customers who have enrolled in the automatic renewal process can sign into their Carbonite accounts and change their automatic renewal status from the Dashboard. You will receive reminders from Carbonite when it comes time for you to renew your subscription. We will also let you know if there are any items in your current billing profile that need to be updated.

Deactivating Automatic Renewal

Customers enrolled in automatic renewal can log into their Carbonite account and remove the credit card on file to turn it off. If you wish to cancel your subscription, you may simply ignore the email notifications you receive regarding account expiration.

Changing Your Email Address and Personal Information for Carbonite Safe

If you get a new email service provider, you can sign into your Carbonite account to update it with your new email address.

About Carbonite and NAS Devices

As a Carbonite Safe Backup Pro administrator, Carbonite allows you to back up your NAS (Network Attached Storage) drives. Once logged in as a Windows administrator, you can select any mapped NAS drives for backup.

Account Ownership for Carbonite Safe Backup Pro

Account owners are individuals who can successfully answer the account's security questions and are either the Credit Card holder on file or an administrator. If on a trial, account owners are also considered to be the person whose email address is on the account.

Updating Your Company Information

Billing Administrators can update the Company name, address and contact information from the Account Summary tab of the Carbonite Safe Pro Dashboard.

CSSB Frequently Asked Questions For CSSB 5.x & 6.x Classic

Carbonite Safe Server Backup Frequently Asked Questions

Purchasing a Subscription

You can purchase a subscription to Carbonite Safe Server Backup (CSSB) through the Dashboard. Your purchase will also include free valet installation up to 30 days from the date of purchase for an unlimited number of servers.

CSSB Frequently Asked Questions For CSSB 6.x Enhanced

Carbonite Safe Server Backup Frequently Asked Questions

Refunds

You may cancel your subscription and/or storage packs to Carbonite for a full refund within the first thirty (30) days. If you choose to cancel after the first thirty days, subscription fees and/or storage packs already paid for will not be refunded to you.

File Types Excluded from Backup for Carbonite Safe

Carbonite does not automatically select files larger than 4GB (Gigabyte) for backup. Files that may cause conflicts with your programs or operating system when restored are excluded from being backed up.

File Types Excluded from Backup for Carbonite Safe

Carbonite does not back up operating system files because they can cause system conflicts when restored. These files are typically reinstalled when you upgrade the operating system on your existing computer or when you purchase a new computer.

Important Things to Know About Carbonite as You Get Started

This article contains information about Carbonite that you may not be aware of when first installing the software.

Carbonite Safe Backup Pro Comparison Chart

Carbonite Safe Backup Pro comes with three different levels of Carbonite subscriptions: Carbonite Safe Core, Carbonite Safe Power, and Carbonite Safe Ultimate. Carbonite Safe Power and Carbonite Safe Ultimate each come with additional features that make backing up and restoring your computers and servers easier.

Carbonite Safe Backup Pro Pricing Adjustment

Carbonite is adjusting our pricing to reflect the value of the Carbonite Safe Core cloud backup plan, and to allow us to continue investing in the products that are backing up your small business's important files.

Carbonite Safe Comparison Chart

Carbonite Safe comes with three different levels of Carbonite subscriptions: Carbonite Safe Basic, Carbonite Safe Plus, and Carbonite Safe Prime. Carbonite Safe Plus and Safe Prime each come with additional features that make backing up and restoring your computer easier.

Carbonite Safe Pricing Adjustment

Carbonite is adjusting our pricing to reflect the value of our Carbonite Safe unlimited cloud backup plans and to allow us to continue investing in the products that are backing up your important documents and photos, and providing protection against security threats like ransomware.

Backing Up a NAS Device

Carbonite Safe Backup Pro has implemented a new feature that allows you to back up your NAS (network attached storage) device. This feature is only available on a Windows computer. Carbonite Office Administrators and Billing Owners will be able to select their NAS device the same way any other file is backed up.

Carbonite Administrator Privileges

Carbonite administrators can view and manage the backup activity for the company, manage all the computers for the company, and enter/edit billing information (Billing Owner Only).

Confirming Account Ownership

We don't release account information or grant the ability to change account information to individuals who aren't the account owner.

Changing Your E-mail Address for Carbonite Safe Backup Pro

You can only change the email address associated with Carbonite after signing into your Carbonite account on our website.

Courier Recovery Service for Carbonite Safe Backup Pro

Courier Recovery is the process of contacting Carbonite, working with a Recovery Specialist to retrieve your backup, and receiving a form of media (DVD, external hard drive, etc.) with a copy of your backed up files to your address via mail for a $175.99 fee per computer.

Data Storage Policies After Uninstalling for Carbonite Safe

Carbonite keeps your backed up data on our secure servers for varying lengths of time, depending on which type of subscription you are using. Free Carbonite products (e.g. 15-day trials, 30-day trials, 2 GB free, etc.) keep your data on our servers for a shorter period of time if you uninstall. With a Carbonite paid subscription, your backed up data is saved on our servers until the end of the subscription, even after uninstalling Carbonite. The exception being if the files have been deleted from your computer.

Reinstalling Carbonite Safe for Windows XP and Vista

You can reinstall Carbonite to refresh the connection to our backup servers, upgrade to the latest version of the product, or transfer Carbonite subscriptions between computers. Carbonite can be reinstalled through the Carbonite website.

Resetting Your Password

If you're unable to sign in to your Carbonite account, resetting your password may resolve the issue.

Managing Your Carbonite Administrators and Users

There is no limit to the number of users or administrators that you can add to your Carbonite Safe Pro account, and there are no fees per administrator. You can add/remove users and administrators by signing into your Carbonite account and using the Dashboard.

The Carbonite Application / Carbonite InfoCenter for Carbonite Safe

The Carbonite InfoCenter / application displays information about your backup, subscription and account. The Carbonite InfoCenter / application allows you to set a backup schedule, restore files, manage your Carbonite account, and instruct Carbonite to use less of your Internet bandwidth.

The Carbonite Preference Pane / User Interface

The Carbonite Preference pane / Carbonite User Interface lets you monitor the status of your backup and choose settings for Carbonite. With the Carbonite Preference pane / Carbonite User Interface, you can select and deselect files for back up, restore individual files, restore all files, change Carbonite's status (e.g. paused, disabled, recover mode), and uninstall Carbonite.

Mirror Image System Requirements

Mirror Image creates backups of the internal hard drive where your operating system is installed and stores them on a USB-connected external hard drive. All partitions of this internal drive will be included in the backup. The drive you choose as your Mirror Image Drive must be dedicated exclusively to Mirror Image and formatted in the New Technology File System (NTFS) format. Mirror Image functionality is supported on Windows 7 32/64-bit, Windows 8 32/64-bit, and Windows 10 32/64-bit operating systems.

Paid Subscription Expiration for Carbonite Safe

We will remind you to renew your Carbonite subscription prior to expiration if you are not enrolled in automatic renewal. If your subscription is not renewed, your backed up files will be removed from our servers within 30 days of your subscription expiration.

Paid Subscription Expiration for Carbonite Safe Backup Pro

We will remind you to renew your Carbonite subscription prior to expiration in order to continue safekeeping your files. However, if your subscription is not renewed, your backed up files will be removed from our servers within 30 days of your subscription expiring.

Partner Program

Carbonite's Partner program is designed for individuals intending to sell and possibly manage backup services for their clients. More information about the program is available at the Carbonite Partner page.

Storage of Data After Expiration

You will receive several reminders when the expiration of your Carbonite subscription approaches to give you plenty of time to decide whether to continue protecting your important files with Carbonite. Carbonite keeps your backed up data on our servers for a limited time after expiration in case you decide to continue with your coverage.

Post-Recovery Instructions for Carbonite Safe Backup Pro Plans

You can move your files from the recovery hard drive to your computer after you connect the external hard drive to your machine. After the data has been placed onto your system, you can continue your backup and ensure that your files are selected.

Protecting Your Carbonite Safe Data if Your Computer is Lost or Stolen

If your computer is lost or stolen, Carbonite will keep the data for 30 days even if the data on the computer is deleted and a new backup runs. You can configure Carbonite Safe to avoid the risk of data loss and take measures to prevent your account from being compromised.

Recovering from a Virus or Computer Crash for Carbonite Safe Backup Pro

After restoring your backed up files with Carbonite, we recommend you run a full virus scan on your computer to check if any of your backed up files are infected.

Reinstalling Carbonite Safe

You can reinstall Carbonite to upgrade to the latest version of the product and transfer Carbonite subscriptions between computers. Each individual Carbonite subscription protects one computer at a time.

Volume Sales - Business, Professional and Other

Carbonite Safe Backup Pro is the easiest and best way to protect your data and exceed your company's disaster recovery needs. Carbonite also offers the ability to purchase 25 or more subscriptions for universities and other educational institutions to use.

Carbonite Safe Backup Pro Dashboard

As an administrator, you can view the backup status, review alerts, view the billing information and billing history, invite users and administrators, add computers, and perform other actions through the Dashboard. As a Billing Owner, you can perform all the same actions as an administrator as well as manage the billing information for your account.

Move Carbonite to a Different PC for Carbonite Safe

Carbonite subscriptions are computer-specific and protect one computer at a time. When you transfer Carbonite to a new computer, your subscription will take on the new computer's name. If a different Carbonite subscription is already protecting the new computer, you will need to uninstall it before transferring the backup to it.

The Carbonite InfoCenter Guide for Carbonite Safe on Windows XP/Vista

The Carbonite InfoCenter guide contains information for Carbonite Safe users on Windows XP and Vista.

Enabling Automatic Video Backup for Carbonite Safe Plus

Automatic video backup for Carbonite Safe Plus allows video files on your computer to automatically be selected for backup. This feature is enabled by default for new Carbonite Safe Plus subscriptions purchased after August 17th, 2017. Customers who purchased a subscription to Carbonite Safe Plus before this time, will need to activate automatic video backup.

Upgrading Your Carbonite Safe Backup Pro Subscription

You can upgrade your Carbonite Safe Pro subscription through the Dashboard. When you upgrade, you will receive a credit towards your upgraded subscription if there is remaining time on your current subscription.

Carbonite Invoice for Carbonite Safe Backup Pro

You can purchase Carbonite with an applicable credit or debit card. However, we do not offer invoices as a form or method of payment.

Upgrading Your Carbonite Safe Subscription

You can upgrade your Carbonite subscription at any time to receive a possible credit towards the upgrade price. After you upgrade your Carbonite subscription, you will gain access to additional features not available in your current version of Carbonite. If automatic renewal is enabled, you will need to deactivate it before you can upgrade your subscription.

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