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Code42 Support

CrashPlan PRO FAQs

Available in:

  • CrashPlan PRO
    • Standard
    • Premium
    • Enterprise

Overview

This page contains a list of frequently asked questions about CrashPlan PRO.

Trying CrashPlan PRO

Is there a free trial?

There is a 30-day free trial for CrashPlan PRO. Your trial is a fully functional version of the software and online service. It is exactly the same as the software and online service that you get when you purchase.

Where Is CrashPlan PRO available?

Code42 offers CrashPlan PRO to businesses in all countries excluding those under U.S. sanctions. Pricing may vary based on location.

How do I download the CrashPlan app?

Download the CrashPlan app from your CrashPlan PRO administration console.

How is my storage measured?

We use the decimal system to measure storage: 1 TB = 1000 GB.

Can I seed my backup to PRO Cloud?

We do not currently offer a seeded backup or restore-to-door service for CrashPlan PRO.

Purchasing and billing

How do I purchase?

Start your free trial of CrashPlan PRO and enter your credit card or PayPal billing information. At the end of your 30-day trial, you will automatically be billed and start paying for your subscription.

What payment options do you offer?

Our payment processor, Digital River, accepts most major credit cards, as well as PayPal.

How long is my subscription?

Your subscription to CrashPlan PRO lasts one month and is automatically renewed unless you cancel it.

Will my subscription automatically renew?

Yes, all CrashPlan PRO plans are set to automatically renew. You can view, email, and print your CrashPlan PRO invoices by signing in to your My Account page.

What happens when I add computers to my monthly Unlimited Data plan?

Your billing rate is automatically adjusted to accommodate the additional computers.

What if I have no computers on my CrashPlan PRO subscription?

Your CrashPlan PRO subscription is always billed for a minimum of one computer. If you have no computers, your CrashPlan PRO subscription is billed for one computer.

What is your refund policy?

No refunds are available for CrashPlan PRO. Your monthly CrashPlan PRO subscription grants you access to our backup service in advance. Code42 retains your data until your subscription ends, even if you decide not to continue backing up new or changed data.

What is Digital River?

Digital River is our vendor for processing CrashPlan PRO subscription payments.

Do you have an affiliate program?

We do not currently have an affiliate program for CrashPlan PRO.

Billing details for Australia and New Zealand

Are your prices in Australian dollars?

Yes. Our Australian store displays prices in Australian dollars.

Does the store price include Goods and Services Tax (GST)?
  • Australia: We do not collect GST from customers in Australia.
  • New Zealand: We do collect GST from customers in New Zealand.
I purchased CrashPlan PRO through the US store. What price do I pay to renew?

When your subscription is renewed, your subscription is converted and billed in Australian dollars.

Security

What type of encryption does CrashPlan PRO use?

CrashPlan PRO uses AES-256 encryption. For more security details, read Archive Encryption Key Security.

Where is my encrypted data stored?

Your data is stored in one of the CrashPlan PRO data centers in the US and Australia. Data is not transferred between data centers.

What happens to my data after my subscription or trial ends?

Data backed up to the Code42 cloud is retained for a short grace period prior to removal. To learn more about what happens to your data after a subscription or trial ends, see our Data Retention Policy.

Is Code42 certified for ISO27001 or SSAE16 compliance?

Code42 ensures and monitors appropriate ISO27001 or SSAE16 certifications for its cloud data centers, and is an ISO27001-certified organization. Code42 continually strives to keep pace with evolving industry security standards.

Can I use CrashPlan PRO in environments subject to specific regulation, such as HIPAA?

No. Code42 currently enters business associate agreements (BAAs) only with Code42 for Enterprise customers, not CrashPlan PRO customers. For specific questions about regulated data, contact our Customer Champions for CrashPlan PRO support.

What is your Privacy Policy?

The information we collect from you is only for the purposes of providing you a backup service and communicating with you about the backup services we provide. Read our complete Privacy Policy for more details.

Using CrashPlan PRO with other Code42 products

Can I use the same email address for CrashPlan for Home and CrashPlan PRO?

No. You must either:

  • Choose a different email address for your CrashPlan PRO account
  • Change your CrashPlan for Home account email address to release the desired email address for CrashPlan PRO
Can I change from a CrashPlan for Home subscription to a CrashPlan PRO subscription?

You cannot convert a CrashPlan for Home subscription to a CrashPlan PRO subscription.

You can stop using CrashPlan for Home and start using CrashPlan PRO, which starts your backup over.

  1. Completely uninstall the CrashPlan app.
  2. Install the CrashPlan app for CrashPlan PRO.
  3. Back up your device.
  4. After your backup with CrashPlan PRO is complete, cancel your CrashPlan for Home subscription.
How many users can I have in my CrashPlan PRO subscription?

You can use CrashPlan PRO with up to 199 users. If you have 200 users or more, contact sales for information about our enterprise product, Code42 for Enterprise.

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