Originally posted March 2nd, 2026.
Updated March 9th, 2026: Rollout date changed to March 24th, 2026.
What is changing?
Starting March 24th, 2026, CrashPlan's support platform provider (Zendesk) is implementing a new security measure for users who submit support tickets without being signed in to the Help Center.
If you submit a support request through our Help Center web form as an "anonymous" (not signed in) user, you will receive an automated email asking you to verify your email address. Your ticket will not be routed to our support team until you click the verification link in that email.
Why is this happening?
This industry-wide change is designed to combat the growing frequency of spam attacks and impersonation attacks to support queues. By requiring email verification, we can ensure that the person submitting the request actually owns the email address provided.
This helps protect your account security and ensures our support engineers can spend their time focusing on genuine customer requests, getting you the help you need faster.
How does this affect me?
- If you submit a ticket while signed out: You must check your inbox and click the verification link before we receive your request. If you do not click the link, your ticket will remain suspended and we will not be able to assist you.
- If you submit a ticket while signed in: This change does not affect you. Your tickets will immediately route to our support team as normal.
- If you escalate a question via our chatbot: This change does not affect chatbot interactions escalated to the support team and converted into a ticket.
Our recommendation: Sign in to the Help Center
The easiest way to bypass this new verification step is to create a Help Center account and sign in to the CrashPlan Help Center before submitting a request.
For quick instructions on how set up a Help Center account, please see Creating a CrashPlan Help Center account.