Skip to main content
Code42 Support

Troubleshoot signing up for the customer portal

Applies to:
  • Code42 CrashPlan (previously CrashPlan PROe)


This troubleshooting article explains how to resolve issues when signing up to use the customer portal. The customer portal provides access to Code42 for Enterprise support and the customer community.

After you sign up, you can participate in the customer community. If you sign up with your registration key, you can also create and view support cases and chat with our Customer Champions.

Code42 credentials
When you sign up, use an email address that is tied to your Code42 account. For more information about your Code42 account, see Differences between your Code42 accounts

Use the following form to sign up to use the customer portal:

Sign up for customer portal


The Code42 customer portal is available only to Code42 for Enterprise customers.

  • If you are a CrashPlan for Small Business or CrashPlan for Home customer, contact our Customer Champions.
  • If you are interested in purchasing Code42 for Enterprise, contact sales.
Code42 credentials
Your customer portal credentials are not connected to your Code42 app credentials. For more information, see Differences between your Code42 accounts

Can't find Code42 environment registration key

You only need to enter a registration key if you need to create cases and chat with our Customer Champions for Code42 for Enterprise support. If you only want to participate in the customer community, then you can skip this field.

Your Code42 environment's registration key is a case-sensitive, 16-character combination of letters and numbers. It is different from the master license key, which is approximately 150 characters.

To find your registration key, you must have one of these roles:

  • A Server Administrator, Customer Cloud Admin, or SYSADMIN role for the account
  • An Org Admin on the top-level organization

You can find your registration key within the administration console using one of the following procedures.

Copy/paste registration key
To prevent mistyping the registration key, use copy/paste.

For version 6.0 and later

Find in subscriptions

  1. Sign in to the administration console.
  2. Go to Subscriptions, and view the registration key at the top of the page.

Subscriptions view in the administration console

For version 5.4 and earlier

Find in licensing

  1. Sign in to the administration console.
  2. Go to Licensing.
  3. Click View License Information or, if offline, view the registration key at the top of the page.

Licensing registration key

Find in system-wide organization

Use this method when your authority server is not connected to the internet.

  1. Sign in to the administration console.
  2. Go to Organizations.
  3. Select the Default organization, and find your registration key.

Organization overview registration key

Don't know name of system-wide organization

Use this method to find the name of your default organization.

  1. Sign in to the administration console.
  2. From the app switcher in the upper right, choose Reporting.
  3. Click the arrow next to Device Status Report and select Organization Backup Report.
  4. Leave all criteria blank, and click Run Report.
  5. Click the gear icon, and select Organization UID.
  6. Look at the Organization Name for the org with Organization UID "DEFAULT_CUSTOMER_ORG_ID".

Can't sign in or register

If you are still unable to sign in or register, contact your Customer Success Manager (CSM). If you do not know your CSM, please contact our Customer Champions.

  • Was this article helpful?