Canceling a CrashPlan subscription purchased online stops it from renewing. The subscription and its backups continue until the end of the current term. You can cancel a free trial the same way, before it converts to a paid subscription.
Requirements
- A CrashPlan subscription purchased online. Subscriptions purchased through the CrashPlan sales team, a managed service provider (MSP), or a reseller are canceled through that party.
- You are the billing contact, or have a CrashPlan account with the Customer Cloud Admin or Billing Admin role.
Before you cancel
Restore any files you need from your CrashPlan backup before the subscription ends. Once it ends, new restores cannot be started, and the backup data is later permanently deleted.
Before canceling a CrashPlan subscription:
- Recommended: Restore any files you need from your backups, including files backed up to local destinations such as external drives.
- Optional: Once the files you need are restored and you no longer need to back up devices, uninstall the CrashPlan app from each device.
- Optional: To delete your backup data now rather than after the subscription ends, deactivate your users and devices. This stops their backups and backup status emails, and schedules their archives for deletion. If the archives move to cold storage, you can purge the archives from cold storage, which permanently deletes them immediately.
- Optional: Turn off the organization's backup status report emails, which otherwise continue until console access ends. To do so, clear the Send backup report checkbox on the Reporting tab of the Organization settings.
Sign in to the payment portal
A CrashPlan subscription is canceled in the payment portal. The billing contact can reach it 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.
Cancel the subscription
To cancel a CrashPlan subscription in the payment portal:
- In the payment portal, select the Subscriptions tab.
- Click Cancel subscription.
A confirmation dialog opens. - Click Cancel subscription in the dialog.
The subscription is set to end at the end of the current term.
To undo a pending cancellation, follow these steps again, but click Don't cancel instead of Cancel subscription.
What happens after you cancel
After you cancel a CrashPlan subscription:
- Until the end of the term: The subscription remains active. Backup, restore, and the CrashPlan console work as before.
- When the subscription ends: Backups stop and new restores cannot be started. For about 45 days, a console administrator can resubscribe.
- After that: Console access ends, and the backup data is permanently deleted.