The payment method and invoices for a CrashPlan subscription purchased online are managed in the payment portal, which Paddle provides as the merchant of record.
Requirements
- A CrashPlan subscription purchased online. Subscriptions purchased through the CrashPlan sales team, a managed service provider (MSP), or a reseller are managed by that party.
- You are the billing contact, or have a CrashPlan account with the Customer Cloud Admin or Billing Admin role.
Sign in to the payment portal
The billing contact can reach the CrashPlan payment portal using their email address, and administrators can access it from the CrashPlan console:
- Billing contact: Go to the CrashPlan payment portal, enter the billing contact's email address, and open the sign-in link in the email that arrives.
- CrashPlan console administrator: Sign in to the CrashPlan console, select Administration > Status > License Plan, and click Manage Account.
Update your payment method
Updating the payment method for a CrashPlan subscription applies it to all future charges. If a renewal payment has failed, updating the payment method also retries that payment immediately, whether you enter the same payment method or a new one.
The payment portal lists any payment methods that have been saved for faster checkout, but those are not necessarily the one the subscription is using. To ensure the subscription charges a particular payment method, update it to use that method.
- In the payment portal, select the Subscriptions tab.
- Click Update payment method.
The payment method form opens. - Select a payment method type and enter its details. The types offered may vary depending on your region, device, and browser.
- Click Update payment method.
View and download invoices
Invoices for CrashPlan subscription payments are issued by Paddle and listed in the payment portal.
- In the payment portal, select the Payments tab.
- Select a payment.
- Click View Invoice.
The invoice opens in your browser as a PDF, which you can download or print.
Invoices for payments made before October 2024 are no longer available. Those payments were processed by Digital River, CrashPlan's previous merchant of record, which has since ceased operations. For audit or accounting purposes, use other records of the payment as supporting documentation, such as an email receipt, a bank or card statement, or an invoice saved at the time.
Each CrashPlan invoice shows a transaction ID, labeled Transaction and beginning with txn_. Including it when you contact Paddle or CrashPlan technical support about a payment helps them locate the transaction more quickly.
To have a tax ID shown on future CrashPlan invoices, request it from Paddle.
Change the billing contact or billing address
To change the billing contact or billing address for a CrashPlan subscription, contact CrashPlan technical support with the change you need:
- Billing contact: The new billing contact's email address.
- Billing address: The new address, including the postal code.
The request must come from the current billing contact, or from a CrashPlan account with the Customer Cloud Admin or Billing Admin role. Changing a CrashPlan user's email address does not change the billing contact.