Carbonite Customer Service Number — Complete Professional Guide

Executive overview

Carbonite is a long-standing consumer and business backup brand (acquired by OpenText in 2019) that provides cloud backup for PCs, servers, and endpoints. Because backup problems can be urgent — lost files, failed restores, or billing issues — knowing how to contact Carbonite customer service quickly and effectively is critical. This guide explains where to find the official phone numbers, how support is organized, what information to have ready, and practical next steps if you need escalation or rapid resolution.

Phone numbers for tech and billing support can change over time and often differ for consumer vs. business accounts and by region. Always verify the latest numbers and hours on Carbonite’s official support pages (see links below). This document focuses on practical, actionable guidance and includes URLs, support pathways, and preparation checklists so you get help fast.

Where to find the official Carbonite customer service number

Carbonite maintains an official support portal and a “Contact Us” area on its site; these pages list current phone numbers, chat options, and regional support hours. Primary entry points to confirm numbers are:

• Carbonite Support site: https://support.carbonite.com/ — central knowledgebase and contact links
• Carbonite main site: https://www.carbonite.com/ — use “Support” or “Contact” in the site header
• OpenText product page for Carbonite: https://www.opentext.com/products-and-solutions/products/opentext-carbonite — useful for business/enterprise contacts

Because Carbonite is part of the OpenText portfolio (acquisition completed in 2019), enterprise and MSP (managed service provider) contacts may route through OpenText business support portals. Consumer support is typically handled via Carbonite’s consumer contact lines or web chat; business customers often receive dedicated phone or portal ticket channels and service-level agreements (SLAs).

Support channels and what to expect

Carbonite offers multiple contact channels: phone, live chat, web ticketing, knowledgebase articles, and community forums. Phone support is the fastest route for urgent restore or server failures, while chat and ticketing are effective for billing questions or non-urgent diagnostics. Typical phone-hold times vary by region and incident severity — expect anything from 5 to 30 minutes during peak periods; enterprise contracts may guarantee faster response windows.

When contacting Carbonite you can usually expect the following flow: identity verification (account email/subscription ID), summary of the issue, remote diagnostic steps (logs collection), and next actions (on-the-phone fixes, escalation to engineering, or scheduled remote support). For complex server or Exchange/SQL restores, Carbonite’s business support may require opening a formal ticket and assigning an engineer; resolution times can range from a few hours to multiple business days depending on SLA tier and complexity.

Practical contact checklist — what to have ready before you call

• Account email and subscription ID (found in the app or account portal). Having this reduces verification time.
• Product and version: e.g., Carbonite Safe (consumer), Carbonite Server (image-based), or Carbonite Endpoint/Server Protection — include exact build numbers if visible.
• Detailed symptom log: dates/times of failed backups or restores, error messages (copy full text), and any recent changes (OS updates, antivirus rules, firewall changes).
• System context: OS (Windows 10/11, Windows Server 2016/2019/2022), network type (home/office/VPN), and whether affected data was on internal or external drives.
• Backup logs or screenshots: attach in a ticket or have on your device for reference when speaking to support.

Business, enterprise, and escalation paths

Business customers typically have different phone numbers and dedicated portals. If you’re on a paid business or enterprise plan, check your contract or the admin portal for the specific support hotline and SLA (response time in minutes/hours). Many MSP and enterprise agreements include 24/7 emergency support for disaster recovery events, with priority queueing and assigned technical account managers.

If a frontline agent cannot resolve a critical restore, request an escalation: ask for a case number, the escalation team or engineering contact, and the expected response window. Document the agent’s name, time and date of calls, and the troubleshooting steps already taken — this speeds escalation. If your organization has a commercial OpenText account, use the OpenText Support Portal (linked earlier) to submit tickets and track escalations centrally.

Billing, cancellations, refunds, and pricing notes

Billing and subscription issues (plan changes, refunds) are typically handled by Carbonite’s billing team rather than technical support. Historically, consumer Carbonite plans have offered a 30-day money-back guarantee for new subscriptions — verify current terms on the account/billing pages. Consumer plan pricing has commonly ranged in the low tens of dollars per month; business and server image backup pricing is higher and often quoted per endpoint or per TB of storage. Always confirm exact prices and refund windows on the official account management pages.

For cancellations and data retention: ask support directly how long your cloud backups will be retained after canceling an account (retention policies vary by plan and region). If you need to export large datasets, request an estimate for data egress time and any support fees to assist with large restores.

Final practical tips and next steps

If you need the most current Carbonite customer service phone number right now, start at the official support page (https://support.carbonite.com/) and use the “Contact Us” or “Support” links. For business-critical incidents, use your enterprise portal or the OpenText support channels to ensure SLA coverage. Prepare the checklist above before calling to minimize hold time and accelerate resolution.

When in doubt, capture everything: screenshots, error text, and timestamps. That documentation is the single most effective way to reduce troubleshooting cycles and get a fast, authoritative answer from Carbonite support or engineering teams.

How do I cancel my Carbonite subscription?

Sign in to your Carbonite account at https://account.carbonite.com or with the button below. Click Subscription information. From here, click Turn auto-renew off.

Is Carbonite having issues?

Carbonite.com is UP and reachable by us. Please check and report on local outages belowThe above graph displays service status activity for Carbonite.com over the last 10 automatic checks.

What is a Carbonite subscription?

Your Carbonite subscription protects your computer files by backing them up to our secure servers and allowing you to restore them at any time. Renewing your subscription. When you purchase your subscription, you select a specific plan and length of time.

Is Carbonite still in business?

Carbonite, Inc. is an American company that offers an online backup service, available to Windows and macOS users. In 2019 it was acquired by Canadian software company OpenText. It backs up documents, e-mails, music, photos, and settings.

How do I access my Carbonite account?

Solution: On your computer, go to https://account.carbonite.com.

Who bought Carbonite?

OpenText
Acquired by OpenText in December 2019, Carbonite products bring cyber-resilient solutions to each of our customers, from home users to managed service providers and businesses of all sizes.