Carbonite Support Center

Get expert help for your Carbonite backup issues, account problems, billing questions, and technical assistance through our official support channels.

What is Carbonite Support?

Carbonite Support is the official customer service team dedicated to helping users with any issues they encounter while using Carbonite backup services. Whether you need help with backup configuration, account recovery, restoration issues, or billing questions, the support team provides multiple ways to get assistance.

Backup Support

Get help with backup configuration, monitoring backup status, resolving backup errors, and ensuring your files are properly protected. Technical support can guide you through troubleshooting steps specific to your system.

Restore Assistance

For issues with file restoration, version recovery, or locating backed up files, the support team can help you retrieve your important data from Carbonite's secure cloud storage.

Billing Support

Resolve payment issues, subscription questions, refund requests, and plan upgrades with the billing support team. They can explain charges and help with account management.

Features & Benefits

24/7 Knowledge Base

Access hundreds of help articles anytime with solutions for common problems, setup guides, and troubleshooting tips. The knowledge base is constantly updated with new information.

Multiple Contact Options

Choose from email, live chat, or help tickets depending on your preference and urgency. Different issues may have different recommended contact methods.

Expert Technical Assistance

Get help from support agents specifically trained on Carbonite products who understand backup technology and data recovery processes.

Priority Response Times

Urgent restoration requests receive priority handling, with most critical cases receiving responses within a few hours during business days.

Secure Account Access

Strict verification processes ensure only authorized users can access backup data while protecting your personal information.

Business Continuity Support

Dedicated assistance for business plans to ensure minimal downtime during data recovery scenarios.

How to Contact Carbonite Support

Online Support Center

The first place to check for solutions to common problems. The Carbonite support center offers easy guides for Carbonite login account, installation, troubleshooting, and account management.

Best for: Quick answers to common questions, self-service solutions

Email Support

For issues that require personalized assistance, email allows you to explain your problem in detail and attach screenshots if needed. Responses typically within 24-48 hours.

Best for: Non-urgent issues, detailed explanations needed

Live Chat Assistance

Real-time help during business hours connects you directly with a support representative who can troubleshoot your issue interactively.

Best for: Urgent issues, immediate assistance needed

Information to Include When Contacting Support

  • ✓ Your Carbonite username (email)
  • ✓ Plan type (Home, Business, etc.)
  • ✓ Operating system and version
  • ✓ Detailed description of the issue
  • ✓ Any error messages received
  • ✓ Steps you've already tried
  • Screenshots of issues if possible

Troubleshooting Tips

Backup Not Completing

  • Check your internet connection stability
  • Ensure you have enough storage space in your Carbonite plan
  • Pause and restart the backup process
  • Verify Carbonite service is running in your system tray
  • Restart your computer if issues persist

Files Not Restoring

  • Check you're logged in with the correct Carbonite account
  • Verify the files were successfully backed up previously
  • Try restoring to a different location on your computer
  • Check for any filters applied in the restore view
  • Ensure you have proper permissions on the destination folder

Carbonite Login Problems

  • Use the password recovery tool if you've forgotten credentials
  • Check your spam folder for reset emails
  • Ensure you're using the correct email address
  • Try logging in from a different browser
  • Clear browser cache and cookies if experiencing website issues

Frequently Asked Questions

What are Carbonite support hours?

Live chat support is typically available during standard business hours (9am-5pm EST, Monday-Friday). Email support operates 24/7 with responses sent during business hours. The online help center is always accessible.

Can Carbonite support help recover deleted files?

Yes, the support team can assist with file recovery from your backup history, depending on your plan's version history settings. They can help locate and restore previous versions of files.

How do I check my Carbonite backup status?

You can view backup status by logging into your Carbonite account online or checking the Carbonite application on your computer. The support team can also verify your backup status if you're experiencing issues.

What should I do if I didn't receive a response?

First check your spam folder for responses. If you still haven't received help after 48 business hours, you can follow up by replying to your original support ticket or initiating a new live chat session.

Can I access Carbonite support without an account?

Basic support resources are available to everyone, but for account-specific assistance, you'll need to verify your account ownership. The support team can help with account recovery if you've lost access.

Conclusion

Carbonite offers comprehensive support through multiple channels to ensure users can get help with any backup or restoration issue they encounter. Whether you prefer self-service options through the knowledge base or direct assistance from support agents, solutions are available for technical problems, account issues, billing questions, and data recovery assistance.

Remember to include all relevant details when contacting Carbonite customer support to help them resolve your issue more quickly. For urgent data recovery needs, live chat provides the fastest response, while email is better for complex issues that require detailed explanations.