A CrashPlan subscription purchased online is sold by Paddle, the merchant of record for CrashPlan. Paddle charges your payment method, issues invoices, collects sales tax or VAT, and sends billing emails.
Subscriptions purchased through the CrashPlan sales team are managed by your account representative. If you receive CrashPlan through a managed service provider (MSP) or a reseller, that provider manages your billing.
Charges from Paddle on your statement
Charges for a CrashPlan subscription appear on your statement under a descriptor that names Paddle, such as PADDLE.NET or PADDLE.NET CRASHPLAN. Receipts and invoices name Paddle as the seller. As merchant of record, Paddle processes each transaction and calculates and collects any sales tax or VAT that applies. Tax exemptions and tax IDs are handled by Paddle.
If you do not recognize a charge from Paddle, find out which product it is for at https://paddle.net.
The billing contact
The billing contact for a CrashPlan subscription is the email address on the Paddle customer record. It is set at checkout to the email address of the person who signed up. Paddle sends billing emails, including receipts and invoices, to the billing contact only. Console administrators can view invoices in the payment portal. Changing a CrashPlan user's email address does not change the billing contact.
Access the payment portal
The CrashPlan payment portal is where you can update the payment method, view invoices, and cancel the subscription. 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.
A console administrator needs the Customer Cloud Admin or Billing Admin role. The Billing Admin role gives access to the License Plan page, but no other administration features.
Make changes to a CrashPlan subscription
To change a CrashPlan subscription purchased online:
- Update the payment method or view invoices: Use the payment portal.
- Move to a longer subscription term: Use the License Plan page in the CrashPlan console.
- Move to a shorter subscription term: Contact CrashPlan technical support.
- Add licenses to a user-based plan: Use the License Plan page in the CrashPlan console.
- Reduce licenses on a user-based plan: Contact CrashPlan technical support.
- Add or remove licenses on a device-based plan: Add or deactivate devices.
- Change the billing contact or billing address: Contact CrashPlan technical support.
- Apply a tax ID or request a tax exemption: Request it from Paddle.
- Cancel the subscription or a free trial: Cancel it in the payment portal.
- Resubscribe after the subscription ends: Resubscribe from the License Plan page in the CrashPlan console.
Renewal
A CrashPlan subscription renews automatically at the end of each term and charges the payment method on file. The next renewal date and amount are on the Subscriptions tab of the payment portal. On a device-based plan, the number of licenses charged at renewal is counted from the active devices on your account.
If a renewal payment fails, update the payment method to retry the payment immediately, using either the same payment method or a new one. If the payment is still not collected 30 days after it first fails, the subscription ends and backups stop.
Free trials
Most CrashPlan subscriptions begin with a fully featured free trial, so that you can evaluate the product before you are charged. A payment method is taken at checkout, and the trial converts to a paid subscription when it ends. You can cancel a trial before it converts.
Check the email address before you complete checkout. It is used to sign in to CrashPlan and to receive billing emails, and a trial started with a mistyped address still converts to a paid subscription unless it is canceled.
Refunds
CrashPlan subscriptions are non-refundable, including the unused part of a term. Canceling a subscription stops it from renewing, and it continues until the end of the current term.
CrashPlan licenses are non-refundable, whether or not they are in use. Keep the licenses on your account matched to what you use:
- Device-based plan: Deactivate devices that you no longer back up or need to keep backups for.
- User-based plan: Contact CrashPlan technical support to reduce your number of licenses.
If you believe a CrashPlan charge is incorrect, contact CrashPlan technical support with the transaction ID from the invoice, which begins with txn_.
Billing emails
CrashPlan billing emails, including receipts, renewal notices, and payment failure notices, are sent by Paddle from help@paddle.com to the billing contact only. If billing emails are not arriving, confirm that you are the billing contact, and add help@paddle.com to your allowed senders.