Carbonite Customer Service, Backup Restore, Cancellation and Reviews

Carbonite customer service assists with cloud-backup problems, restoring files, account access, subscription renewals, billing questions, automatic-renewal cancellation, refund requests and Carbonite Safe Backup Pro support. Carbonite is part of OpenText Cybersecurity, but consumer Carbonite Safe customers continue to use Carbonite’s existing support center and account portal.

About Carbonite and OpenText

Carbonite provides automatic cloud backup and file-recovery services for consumers, home offices and businesses. Its services include Carbonite Safe, Carbonite Safe Backup Pro and other backup or data-protection products.

OpenText acquired Carbonite in December 2019. Carbonite remains a consumer backup brand, while the business and partner side has been incorporated into the OpenText Cybersecurity portfolio. Additional ownership information is available on the official About Carbonite page.

Carbonite Backup and Restore Help

Customers commonly contact Carbonite when a backup has stopped, a computer has been replaced, files were accidentally deleted, or data must be restored after hardware failure, malware or another loss.

Before calling about a technical problem, Carbonite recommends having access to the affected computer. Also gather:

• The email address associated with the Carbonite account
• The computer name shown in the Carbonite dashboard
• The operating system and current version
• The date of the last successful backup
• Names and locations of the missing files or folders
• The exact error message displayed
• Available storage space on the restore destination
• Details about any new or replacement computer

Use Carbonite’s official customer-support page to select Carbonite Safe, Safe Server Backup or an appropriate business product.

Restoring Carbonite Files

Carbonite defines a restore as downloading backed-up files from its servers to a computer. Customers may restore individual files, folders or a larger backup, depending on the product and situation.

Carbonite’s Anytime Anywhere Access feature can be used to download files through a web browser. Carbonite recommends that feature for smaller restores of approximately 10 GB or less. Larger restores should generally be completed through the Carbonite application.

Before beginning a full restore:

1. Confirm that the correct computer backup appears in the account.
2. Verify that the files were included in the completed backup.
3. Ensure the destination computer has sufficient storage space.
4. Avoid deleting or overwriting the original backup prematurely.
5. Restore a small sample and open the files to verify that they are usable.
6. Keep the subscription active until all critical data has been recovered and checked.

If restoring files from another Windows user account, administrator access may be required. Contact Carbonite if the restore cannot locate the expected computer, folders or backup.

Moving Carbonite to a New Computer

A Carbonite Safe subscription can generally be transferred from an old computer to a new or repaired computer. The transfer process can be used to restore files from the old backup and then begin protecting the replacement computer.

Take care when choosing which files to transfer and select for continued backup. Carbonite may remove files from its servers if they are not transferred or selected within the applicable retention period. Do not dispose of the old computer or erase its drive until the restored files have been independently verified.

How to Cancel Carbonite Automatic Renewal

Carbonite handles cancellation by allowing the billing owner to deactivate automatic renewal. This prevents a future renewal charge but does not immediately terminate the remaining paid subscription period.

1. Sign in to the official Carbonite account portal.
2. Open the account or subscription summary.
3. Locate the automatic-renewal setting.
4. Choose the option to deactivate or cancel automatic renewal.
5. Save or capture the confirmation showing that renewal is disabled.
6. Confirm the subscription expiration date.
7. Restore any files that must be retained before the backup is deleted.

Uninstalling the Carbonite application by itself does not necessarily cancel automatic renewal. Verify the subscription setting through the account portal.

Carbonite Refund Requests

Carbonite’s official cancellation and refund information states that turning off automatic renewal does not automatically refund subscription or storage fees already paid. Carbonite provides a telephone route for customers seeking a full refund during the applicable 30-day purchase or renewal period.

Call 1-877-222-5488 with the account email, billing details, purchase or renewal date and charge amount. Ask for a cancellation or refund confirmation number and retain the email showing the outcome.

Review the current Carbonite cancellation and refund policy before submitting the request. A processed refund causes the backed-up data to be removed, so recover important files first.

Unexpected Carbonite Renewal Charge

If a Carbonite charge was unexpected, first sign in to determine whether automatic renewal was enabled and which subscription renewed. Check for multiple computers, storage packs, Safe Backup Pro services or related Webroot products associated with the account.

When contacting billing support, provide:

• The account email address
• The charge date and amount
• The last four digits of the payment method
• The subscription or computer name
• Any renewal or cancellation confirmation
• The specific resolution requested

Do not post payment-card details, account credentials or billing documents in a public review.

Carbonite Business and OpenText Support

Carbonite Safe and Carbonite Safe Backup Pro customers continue to use Carbonite’s familiar support system. However, many former Carbonite Business products are now presented under OpenText Cybersecurity.

Products such as OpenText Endpoint Backup, Microsoft 365 Backup, Availability and other enterprise services may have different portals, telephone numbers and support availability. Business customers should begin with the official Carbonite Business and OpenText resource page rather than assuming the consumer Carbonite Safe number handles every product.

Carbonite Account Security

A Carbonite account may contain personal documents, photographs and other sensitive files. Carbonite supports two-factor authentication for eligible Carbonite Safe and Safe Backup Pro accounts.

Two-factor authentication requires a security code sent by text message or telephone call when signing in from an unrecognized device. Instructions are available through Carbonite’s official two-factor authentication guide.

Use a unique password for Carbonite and keep the account email address and recovery telephone number current.

Escalating an Unresolved Carbonite Complaint

1. Begin with Carbonite support and select the correct product.
2. Request a support-case number and record the representative’s name.
3. Provide the computer name, account email and exact error message.
4. For restore problems, identify the missing files and last known backup date.
5. For billing issues, provide the charge date, subscription and requested resolution.
6. Ask for a supervisor or specialized restore, billing or business-support team if necessary.
7. Keep copies of emails, chat transcripts, screenshots and cancellation confirmations.
8. Do not allow the subscription to expire while an essential restore remains incomplete.

Carbonite Customer Reviews and Complaints

This CSN page currently has no published Carbonite customer reviews. Therefore, there is not enough page-specific feedback to identify a reliable complaint pattern or calculate a meaningful customer rating.

Customers can help others by describing:

• The Carbonite product and subscription used
• Whether the issue involved backup, restore, billing or cancellation
• The operating system and approximate amount of data
• Whether customer support recovered the needed files
• How long the restore or resolution took
• Whether automatic renewal was successfully disabled
• Whether a requested refund was approved

Frequently Asked Questions

What is the Carbonite customer-service phone number?

Carbonite customer support can be reached at 1-877-222-5488. International customers can call +1-617-587-1100.

What are Carbonite support hours?

Carbonite currently lists support hours for Carbonite Safe and Safe Backup Pro as Monday through Friday, 9 a.m. to 6 p.m. Eastern Time. Weekend support is closed, and holiday hours may vary.

How do I cancel Carbonite?

Sign in as the billing owner and deactivate automatic renewal. The subscription remains usable until its expiration date. Restore important files before the account expires and its backup is deleted.

Does uninstalling Carbonite cancel the subscription?

No. Uninstalling the software stops that computer from backing up but does not necessarily deactivate automatic renewal. Confirm cancellation through the account portal.

Can I receive a refund for a Carbonite renewal?

Carbonite provides a telephone refund-request process during its applicable 30-day period. Eligibility depends on the purchase, renewal and account circumstances. Call support promptly and recover important files before a refund is processed.

How long does Carbonite retain files after expiration?

Carbonite states that backed-up data is permanently removed after 30 or 60 days following expiration, depending on the product and account status. Do not rely on this period as a substitute for restoring files before expiration.

Is Carbonite owned by OpenText?

Yes. OpenText acquired Carbonite in December 2019. Carbonite continues as a consumer backup brand, while many business products are now part of OpenText Cybersecurity.

Can CustomerServiceNumbers.com restore my Carbonite files?

No. CustomerServiceNumbers.com cannot access a Carbonite account, restore files, change a subscription, issue a refund or cancel automatic renewal. Contact Carbonite directly through its verified support channels.

Related Customer Service Information

• iBackup Customer Service
• Norton Customer Service
• Apple Customer Service and iCloud Support
• Microsoft Customer Service and OneDrive Support
• Google Customer Service and Google Drive Support

CustomerServiceNumbers.com is an independent customer-service information and review website. It is not affiliated with Carbonite or OpenText and cannot access customer accounts, backups, payment information or stored files.

Support hours, refund terms, product names and data-retention periods can change. Confirm current details through Carbonite’s official support center before canceling a subscription or allowing an account to expire.