If CrashPlan emails are not arriving, such as backup status reports, password or two-factor authentication (2FA) reset emails, billing emails, or support replies, first allow the address that sends them, and then check the cause that applies to that type of email.
Email addresses that send CrashPlan emails
CrashPlan emails typically come from one of three addresses, depending on the type of email:
| Sender | Emails |
|---|---|
| noreply@crashplan.com | Emails from the CrashPlan console: backup status reports, administrator alerts, password reset emails, 2FA reset emails, and 2FA email verification codes |
| support@crashplan.com | Support ticket replies and Help Center notifications |
| help@paddle.com | Billing emails for subscriptions purchased online: receipts, renewal notices, and payment failure notices |
Allow the sender
To make sure a CrashPlan email is not filtered before it reaches your inbox:
- Check your spam or junk folder for the email.
- Add the sender's address to your contacts or allowed senders.
- If your organization filters its email, ask your email administrator to allow the sender's address or domain.
Causes that depend on the type of email
If the sender is allowed and a CrashPlan email still does not arrive, the cause may be specific to the type of email:
-
Password reset email: Sent only when the email address entered belongs to a CrashPlan account, and only from the CrashPlan cloud that holds the account. Request the reset again, in this order:
- Go to https://console.crashplan.com and enter the exact email address on your account. CrashPlan forwards you to the sign-in page for your account's cloud.
- On your cloud's sign-in page, click Forgot Password, enter your email address again, and click Reset Password.
- 2FA reset email: Sent only when the password entered with the request is correct and the account is active. If you are not certain of your password, reset it, and then request the 2FA reset again.
- 2FA email verification code: Sent to the email address on your CrashPlan account. If it has not arrived after a few minutes, request another code.
- Backup status report: Sent only where Send backup report is selected on the Reporting tab of the organization or device, as described in Backup status report emails reference.
- Billing emails: Sent only to the billing contact. Other administrators do not receive them. If someone else should receive them, change the billing contact.
- Free trial registration email: Sent to the email address entered at checkout. If you suspect the address was mistyped, contact support before the trial ends.
If a CrashPlan email still does not arrive, contact CrashPlan technical support with the type of email and the address you expect it at.