Subscription & Billing
I just purchased a subscription, but Carbonite is still showing I am on a trial?
Please log into your Carbonite account. (Your Username/password is the email address and password that you first registered your Carbonite subscription with). Select the 3rd tab “Subscription Information”, enter the Activation Code you will have received in an email from us. It should start with “PX-xxxx-xxxxxx-xxxxxx”. Then click Install. Carbonite will then simply reinstall on your PC and update your subscription details automatically. If you have any issues please contact us.
What happens when my trial subscription expires?
We will remind you several times prior to your trial’s expiration. If you decide not to purchase Carbonite, our current policy is to keep your data for 10 days after the expiration of your trial, giving you time to change your mind. However, after expiration, you must purchase a subscription if you wish to recover your data. (If you uninstall Carbonite during your free trial and do not reinstall, your backup will automatically be deleted after 5 days.)
What happens if I started my Carbonite trial from the US site (carbonite.com)?
It doesn’t really matter whether you accessed your Carbonite trial from the Australian Carbonite service or from the US site. We would obviously prefer that you purchase from the Australian service. Should you decide to purchase from the Australian service, then please contact us (or we will eventually contact you) and we can organise for a simple transfer to occur, to ensure your backup continues uninterrupted.
How long will you store my backed up data?
If you are a paid Carbonite customer, we will continue to store your data for 30 days after your subscription expires. However, if your subscription expires, you will need to renew your subscription to access your backup.
If you are a trial customer, we will continue to store your data for 10 days after your trial expires. However, after your trial expires, you will need to become a paying customer to access your backup. In addition, as a trial customer, your backup will be deleted from our servers if you uninstall Carbonite and do not reinstall within 5 days.
For all Carbonite customers, if you delete a file or folder from your PC, Carbonite will retain a copy of that file – subject to the limits above – for 30 days. This allows you to restore files that you may have accidentally deleted. After 30 days, the deleted file or folder will be permanently deleted from our servers.
What happens when my paid subscription expires?
We will remind you several times prior to your subscription’s expiration. If you do not renew your paid subscription, our current policy is to keep your data for 30 days after the expiration of your subscription, giving you time to change your mind. However, after expiration, your subscription must be renewed if you wish to recover your data.
How can I transfer my subscription to a new computer?
You can transfer your Carbonite subscription to a new computer as follows:
- If the computer that Carbonite is currently installed on is still in use, Uninstall Carbonite (using Add/Remove Programs from Control Panel). Otherwise, proceed to step 2.
- Log into your account from your new computer (the computer to which you would like to transfer your subscription)
- Click the My Protected Computers tab
- If you want to transfer your subscription without restoring any files, click the Transfer button. To transfer your subscription and restore files to your new computer, click the Restore button
- Follow the instructions to download and install Carbonite
Can I install Carbonite on more than one computer?
Yes. You can add as many computers to your account as you’d like. However, you’ll need to purchase one Carbonite subscription for each computer you’d like to protect with Carbonite.
To install a free 30-day trial on an additional computer:
- Log in to your Carbonite account from the computer that you would like to add to your account.
- Click the ‘My Protected Computers’ tab, then click the ‘Install 30-day trial’ button. Follow the instructions to install Carbonite on your computer.
To purchase a subscription for an additional computer:
- Log in to your Carbonite account from the computer that you would like to add to your account.
- Click the button that says ‘Purchase Now’
After you’ve purchased a subscription, you’ll be prompted to activate it by applying it to a computer. Click the ‘Activate Software’ button, then click ‘Install on this computer’, and follow the instructions to install Carbonite on your new computer.
Do trials back up music and video files?
During your free trial, audio (such as MP3s and iTunes music) and video files are not backed up by default.
If you want to test backing up an audio or video file during your free trial, you can right click on any audio or video file and manually add it to your backup. (Simply right-click the file and select ‘Back this up’ from the Carbonite menu.)
When you pay for your subscription, your music / audio files will be added to your backup automatically. Video files will not be added automatically, but you can add as many video files to your backup as you’d like. You can back up a folder full of videos by right-clicking on it and selecting ‘Back up video files in this folder’.
I want to log into my Carbonite account but I have forgotten my password?
Carbonite allows you to reset your password by clicking on the link beside the password field on the following page. You will then receive an email with instructions on what you need to do to reset your password.
I have a paid for PC subscription, how do I transfer this to a Mac subscription?
You can transfer a Carbonite PC subscription to a Carbonite Mac subscription. Please note that to do so, you will need to start your backup again. To get started, you will need to begin a Carbonite for Mac trial (15 days). Once you have started this new trial, please contact us 1300 886 673 (Aust/NZ residents) with your registered email address. We will then request that the remaining time on your PC subscription be transferred to your new Mac trial subscription.
