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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.

Here's a list of articles that might help. If you don't see what you need, you can try filtering by Carbonite product and operating system or rephrase your search and try again.

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Billing Owner

For Windows and Mac - Office Products

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

For Windows and Mac - Office and Server Products

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

For Windows and Mac - Personal Products

If the billing information associated with your account is incorrect or out of date, you can remove a credit card on file and add a new credit card.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 Server Backup Single-Server Subscriptions For CSB 5.3 & 6.0 Classic

For Windows - Server Products

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

Frequently Asked Questions Regarding Carbonite Server Backup Single-Server Subscriptions For CSB 6.0 Enhanced

For Windows - Server Products

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

Changing Your Automatic Renewal Status for Carbonite Safe Backup Pro

For Windows and Mac - Office Products

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

For Windows and Mac - Personal Products

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.

Resetting Your Password

For Windows and Mac - Personal and Office and Server Products

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

Partner Program

For Windows and Mac - Personal Products

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.

Backing Up a NAS Device

For Windows - Office Products

Carbonite Office 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.

CSB Frequently Asked Questions For CSB 5.3 & 6.0 Classic

For Windows and Customer Portal - Server Products

Carbonite Server Backup Frequently Asked Questions

CSB Frequently Asked Questions For CSB 6.0 Enhanced

For Windows - Server Products

Carbonite Server Backup Frequently Asked Questions

Confirming Account Ownership

For Windows and Mac - Personal Products

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

Purchasing a Subscription

For Windows and Customer Portal - Server Products

You can purchase a subscription to Carbonite Server Backup (CSB) 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.

File Types Carbonite Backs Up for Carbonite Safe

For Windows - Personal Products

Carbonite is designed to back up your unique and irreplaceable files. You can include your text documents, spreadsheets, financial documents, photos, and other user-created data in your backup. During your free trial, music and video files will not be automatically backed up. Music files are automatically backed up with all paid Carbonite Safe subscriptions. Video files are automatically backed up with Carbonite Safe Plus and Prime subscriptions.

Managing Your Carbonite Administrators and Users

For Windows and Mac - Office Products

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 Preference Pane / User Interface

For Mac - Personal and Office Products

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.

Reinstalling Carbonite Safe

For Mac and Customer Portal - Personal Products

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.

Important Things to Know About Carbonite as You Get Started

For Windows and Mac - Personal Products

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

Carbonite Administrator Privileges

For Windows and Mac - Office Products

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).

Move Carbonite to a Different PC for Carbonite Safe

For Windows and Customer Portal - Personal Products

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.

File Types Excluded from Backup for Carbonite Safe

For Windows - Personal Products

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.

External, Network, and USB Drives for Carbonite Safe

For Windows and Mac - Personal Products

Carbonite Safe Plus and Carbonite Safe Prime users are able to back up a single NTFS or FAT32 formatted external hard drive on a PC (and a single extended journaled HFS+ formatted external hard drive on a Mac), as long as the drive is connected to a USB port. Carbonite Safe subscriptions will not back up networked drives, flash drives, SD cards, or NAS (network attached storage) drives. This feature is not available to Carbonite Safe Trial and Carbonite Safe Basic users. Any backed up files which are removed from the computer or deleted from the external hard drive will be removed from your backup within 30 days.

The Carbonite Application / Carbonite InfoCenter for Carbonite Safe

For Windows - Personal Products

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.

About Carbonite and NAS Devices

For Windows - Office Products

Carbonite lets you back up your NAS device provided you are connected to the Internet and your network, and you are logged in to the computer with the user account with which you selected it for back up. This feature is only available on a Windows computer. When you restore your files, please ensure that the NAS device has the same drive letter as when the files were first backed up with Carbonite. Carbonite NAS feature was developed to support NAS devices. Back up of shared folders is not supported.

Carbonite Safe Comparison Chart

For Windows and Mac - Personal Products

There are three levels of the Carbonite Sasfe product. Carbonite Safe Basic comes with Online Backup of your important files and folders on your computer. Carbonite Safe Plus and Carbonite Safe Prime include additional features such as backing up an external drive, among other things.

Refunds

For Windows and Mac - Personal and Office and Server Products

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 the then existing subscription will not be refunded to you.

Reinstalling Carbonite Safe

For Windows - Personal Products

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.

File Types Excluded from Backup for Carbonite Safe

For Mac - Personal Products

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.

Data Storage Policies After Uninstalling for Carbonite Safe

For Windows and Mac - Personal Products

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.

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

For Windows - Personal Products

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

Applying Your Subscription for Carbonite Safe

For Windows and Mac - Personal Products

Occasionally, a Carbonite subscription may not be automatically applied to correct trial or installed on your computer after purchase. Unused subscriptions can be applied from within your account on the Carbonite website. If your backup was previously deleted, you can reinstall Carbonite and apply your subscription from within your account.

Setting Up Your Mirror Image Service

For Windows - Personal Products

Users with Carbonite Safe Plus and Carbonite Safe Prime subscriptions have the option of using Carbonite's Mirror Image service to back up a complete copy of the contents of the internal hard drive where the operating system is installed, as well as any partitions on that hard drive. Your Mirror Image is backed up to a locally attached external drive. This feature is only intended for use on the same PC that the backup was performed on. Attempting to restore to a different PC can cause conflicts because of the different systems' hardware configurations and the drivers that they require to run properly. Use of Mirror Image with RAID arrays is currently not supported. It is imperative to use the Safely Remove Hardware tool in the Windows notification area when disconnecting your Mirror Image drive from your computer. Failure to do so could result in data or drive corruption.

Mirror Image System Requirements

For Windows - Personal Products

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.

Backing Up Files on External Hard Drives for Carbonite Safe

For Windows and Mac - Personal Products

With Carbonite, you can back up files and folders located on your local external hard drive. You can only back up one locally-attached external hard drive with Carbonite Safe Plus or Carbonite Safe Prime. If your external hard drive remains disconnected for longer than 30 days, the data backed up from the drive will be permanently deleted from our servers.

Reinstalling Carbonite Safe for Windows XP and Vista

For Windows - Personal Products

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.

Upgrading Your Trial to a Paid Subscription for Carbonite Safe Backup Pro

For Windows and Mac and Customer Portal - Office Products

An administrator can upgrade a trial to a paid subscription through the Dashboard. Once an administrator purchases a subscription they become the Billing Owner for the account. If you purchase before your trial subscription expires, any time left over will be added onto the year that was purchased. You have a short time after your trial expires to upgrade to a paid subscription.

Upgrading Your Carbonite Safe Backup Pro Subscription

For Windows and Mac - Office Products

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.

Renewing Your Carbonite Safe Backup Pro Subscription

For Windows and Mac - Office Products

You can renew or upgrade your Carbonite Safe Pro subscription through your Company Dashboard up to 60 days before your expiration. Your renewal options depend on your original purchase of Carbonite, but you will have the option to keep your current subscription or to upgrade or downgrade your subscription.

Post-Recovery Instructions for Carbonite Safe Backup Pro Plans

For Windows and Mac - Office Products

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.

Courier Recovery Service for Carbonite Safe Backup Pro

For Windows and Mac - Office Products

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. This service is available for all Carbonite Safe Pro subscriptions. There is a $175.99 fee per computer. Only Billing Owners are able to access and make Courier Recovery requests. If you opt to manage your private encryption key, you won't be able to use the Courier Recovery service.

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

For Windows and Mac - Office Products

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.

External, Network, and USB Drives for Carbonite Safe Backup Pro

For Windows and Mac - Office Products

Carbonite Safe Pro products let you add files from your locally-attached external drives to your backup, provided that they are in a supported format (NTFS or FAT32 for Windows, HFS+ for Mac). Carbonite Safe Pro products support selecting NAS devices for back up by Administrators and Billing Owners only on Windows computers. There is currently no support for backing up other shared or networked devices with the Carbonite Safe Pro products. To add files from external drives, right-click on them and select Carbonite; Back this up, or select them through the Carbonite Preferences pane.

Carbonite Invoice for Carbonite Safe Backup Pro

For Windows and Mac - Office and Server Products

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

Applying Your Subscription for Carbonite Safe Backup Pro

For Windows and Mac - Office Products

There are times when you purchase a subscription of Carbonite that your purchase does not automatically apply to the correct trial or does not install on your computer. As an administrator, you can apply unused subscriptions through your account on the Carbonite website.

Adding Additional Storage for Carbonite Safe Backup Pro

For Windows and Mac - Office Products

You can add storage to your Carbonite Safe Pro account at any time after you purchase a subscription. Any additional storage purchased will be prorated based on the amount of time remaining in your current subscription.

Account Ownership for Carbonite Safe Backup Pro

For Windows and Mac - Office Products

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.

Carbonite Safe Backup Pro Dashboard

For Windows and Mac - Office Products

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.

Switching from Carbonite Safe to Carbonite Safe Backup Pro

For Windows and Mac - Personal Products

You can upgrade your Carbonite Safe subscription to Carbonite Safe Backup Pro at any time while your subscription is active. Carbonite Safe Pro gives you access to additional features, including the ability to back up files on a Windows Server or Network Attached Storage device. You'll also gain access to a web-based admin console that allows you to manage users and add computers to your account, as well as our complimentary valet install service. When you convert to Carbonite Safe Pro, you'll receive credit for the remaining time on your current Safe subscription to offset the price of upgrading to Carbonite Safe Pro. You won't lose your existing backup when switching to Carbonite Safe Pro. Your data will be migrated to your new Carbonite Safe Pro subscription. Once you switch to Carbonite Safe Pro, you will be unable to switch back to Carbonite Safe.

Paid Subscription Expiration for Carbonite Safe Backup Pro

For Windows and Mac - Office Products

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.

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