Carbonite customer service telephone number — how to find, verify, and use it effectively

Where to find the official Carbonite telephone number

Carbonite’s definitive customer service telephone number is published on the vendor’s official support pages, not on third‑party directories. The canonical entry point is Carbonite’s website (https://www.carbonite.com) and the dedicated support portal (https://www.carbonite.com/support). Those pages list region‑specific phone numbers, live chat links, support hours and the authenticated sign‑in route that displays phone access tied to your specific subscription.

Because Carbonite’s product family and ownership changed in recent years (Carbonite was founded in 2005 and was acquired in 2019), telephone contact points can differ for consumer backup, business/server backup, and partner/reseller accounts. Always confirm the number shown when you are logged into your account — the number displayed for a signed‑in customer is the authoritative support line for their product and region.

Consumer vs business support: what phone numbers and hours to expect

Carbonite organizes support into at least two major tracks: Consumer (home PC and single‑user plans) and Business/Server (multi‑user, server, and enterprise). Consumer phone lines typically use toll‑free North American numbers, and business customers often have direct lines or dedicated account teams. Typical published support hours for consumer lines are weekday daytime hours in the vendor’s primary time zone (for example, Monday–Friday, 8:00–20:00 Eastern Time), while business customers often get extended hours or 24/7 escalation for critical incidents.

Do not assume international toll‑free coverage; if you are calling from outside the vendor’s primary country, use the regional support number on carbonite.com/support or the in‑product “Contact Support” link to avoid international charges. If you are a Carbonite for Business customer, your contract or welcome e‑mail normally contains the direct account manager or phone line — keep that email and your customer/contract ID handy for quicker routing.

How to prepare before you call (checklist)

• Account identification: email address used for the Carbonite account, subscription or invoice number, and last 4 digits of billing card (if needed for verification).
• Device and software details: OS version (Windows 10/11, macOS 10.15+), Carbonite product and version (e.g., “Carbonite Safe Plus version X.Y”), computer name, and whether the machine is on a home or corporate network.
• Error artifacts: exact error messages, timestamps, copy of a backup log file or screenshot, and the approximate size and date of the backup you expect to find. If you’ve already opened a support case, have the case ID ready.

Having those items ready shortens hold times and reduces repeat verification steps. If your issue is billing‑related, bring recent invoice numbers and the date of the last successful payment. For data recovery or restoration requests, identify the exact files, paths and the backup snapshot date — support will often need this to validate the restore scope.

What to expect during the call: IVR, verification, and resolution paths

Most Carbonite support lines route callers through an interactive voice response (IVR) system that asks you to select consumer vs business, product type (desktop vs server), and whether the issue is billing, technical or legal. Expect identity verification before sensitive operations: support agents will verify account email, billing name and possibly a four‑digit security PIN or the last digits of your payment method. For data access requests, agents must follow strict account ownership checks for privacy and compliance.

Initial troubleshooting is commonly performed on the call: agents will request logs, ask you to run a diagnostic utility or to sign into the Carbonite web console to confirm backup status. Simple issues (misconfigured upload, paused backup, network block) are often resolved within a single 10–30 minute call. For server/enterprise incidents that require back‑end escalation, agents will open a ticket, assign a priority and provide a case/ticket ID and expected SLA for follow‑up.

Escalation, refunds, and unresolved cases (practical steps)

• If the first‑level agent cannot resolve the issue, request a case/ticket number immediately and ask for the expected next contact time and the SLA tier (e.g., Standard 24‑hour response, Priority 4‑hour response). Document the agent’s name and the time of the call.
• For refund requests or subscription cancellations, follow the agent’s process and retain written confirmation (e‑mail) that confirms the refund amount, date processed, processing fee (if any) and the merchant transaction ID. If you paid via a reseller (Amazon, Best Buy, etc.), refunds may be handled by the reseller — verify this in writing.

Escalations for critical business impacts should explicitly ask for “Priority” or “Critical” status and the name of the engineer/manager assigned. If a satisfactory resolution is not provided, use the support portal to submit an appeal that includes your case ID, timestamps of prior calls, and a clear statement of expected outcome (refund, restore, or operational fix).

Alternatives and verification to avoid fraud

If you receive an unsolicited call claiming to be Carbonite support, don’t provide account credentials or remote‑access permission until you verify the number. Genuine Carbonite support numbers will be listed on carbonite.com/support and within the “Contact Support” area after you sign into your account. Use HTTPS and confirm the site certificate in your browser before entering credentials. If in doubt, hang up and call the number on your official invoice or the support page.

Alternative channels include the Carbonite knowledge base and community forums (linked from the support site), live chat (when available on the support portal), and authenticated ticketing from the account dashboard. For legal or DMCA notices, follow the procedure on carbonite.com under legal/contact. Keeping all communications within the official Carbonite domains and your account dashboard is the safest way to confirm phone numbers and avoid fraud.

Final practical tip

Before calling, open your account dashboard (https://www.carbonite.com) and navigate to Support → Contact Support. The number shown there is the correct, current telephone number for your product and region. If you need to escalate beyond front‑line technicians, request a supervisor and a written case ID — that is the single most effective action to ensure accountability and measurable response times.

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.

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.

Where is Carbonite located?

Carbonite Headquarters and Office Locations
Carbonite is headquartered in Boston, 2 Ave de Lafayette, United States, and has 16 office locations.

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.

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.

What are Carbonite support hours?

24 hours a day
Carbonite On Demand
Email support is available 24 hours a day, 7 days a week.