FAQ
Q: When do I need to act?
A: You can wait before taking action until your subscription nears its expiration date. If you don’t take action now, we’ll remind you before your subscription expires. Or, you can take action now with the options available exclusively to CrashPlan for Home customers.
We’ll email you with clear instructions 60 days before your subscription expires. If you haven’t already, now would be a good time to add noreply@crashplan.com to your “safe senders” list to ensure that you receive all our messages.
When you begin a new subscription with CrashPlan for Small Business or with Carbonite, we will stop these notifications. We’ll still notify you when your CrashPlan for Home subscription expires and when your backups will be securely deleted.
Q: Can I switch to a new backup provider immediately without waiting for my subscription to end?
A: Yes, but your CrashPlan for Home subscription will continue to be active until your subscription expires. CrashPlan subscriptions are non-refundable. If you switch to a new backup provider before your expiration date, you will not receive a refund for any remaining time on your subscription.
If you are a small business, you can take advantage of the 75% offer to migrate to CrashPlan for Small Business.
If you sign up with Carbonite , you won’t be charged until your CrashPlan for Home subscription expires (for up to 60 days).
Q: Can I still move to CrashPlan for Small Business even if I'm not a small business?
A: Yes, you can. Anyone can migrate from CrashPlan for Home to CrashPlan for Small Business. You can migrate all your local backups and your cloud backups up to 5 TB per device if you choose to migrate to CrashPlan for Small Business.
Q: Do I need to restore any of my files from CrashPlan for Home?
A: You don’t need to restore your files because of this announcement. CrashPlan for Home is automatically backing up the latest versions of the files you’ve selected for backup. In most cases, restoring those files would simply create another copy of the file on your computer.
If you want to restore files, including files you’ve deleted from your computer, you can restore files through the CrashPlan app.
Q: Can I cancel my CrashPlan for Home subscription for a refund?
A: No. CrashPlan for Home subscriptions are non-refundable. We are honoring all of our commitments with all CrashPlan for Home customers throughout their subscriptions.
If you migrate to CrashPlan for Small Business, you can transfer the balance of your existing CrashPlan for Home subscription to your new CrashPlan for Small Business account.
If you switch to another backup provider before your expiration date, you will not receive a refund for any remaining time on your subscription.
Q: What happens to my existing CrashPlan for Home subscription if it extends beyond October 22, 2018 (the end-of-support date)?
A: We will honor all subscriptions, including those that extend beyond the end-of-support date for CrashPlan for Home. If you have a subscription that extends beyond October 22, 2018, we will automatically upgrade your account to CrashPlan for Small Business before the end-of-support date. We will email more specific details and instructions to you before the automatic upgrade.
Q: Can I renew my existing CrashPlan for Home subscription?
A: No. CrashPlan for Home subscriptions cannot be purchased, renewed, or canceled as of the end-of-sale date: August 22, 2017.
