Update your billing information (Small Business)

Overview

This article describes how to update your payment method for CrashPlan for Small Business and how subscriptions work.

If you don't have an existing subscription, you can start using CrashPlan for Small Business with a free trial.

Before you begin

In order to manage your CrashPlan for Small Business subscription, your user account must be the Subscription Administrator. Your organization can have only one subscription administrator, but you can change your organization's subscription administrator.

We do not accept prepaid cards as a form payment. Attempting to add a prepaid card as a new payment method or changing your payment method to a prepaid card will result in the following error message: “We’re sorry but CrashPlan for Small Business does not accept prepaid cards”.

To use Paypal as your payment method, contact our technical support team.

Update your payment methods

  1. Sign in to your CrashPlan console.
  2. Go to Account.
  3. Click Manage My Subscription.
    A new browser tab opens and lists your subscriptions.
  4. Under Payment Method, click Edit.
  5. Click Yes to continue.
  6. In Saved Payment Options, verify your list of payment methods:
    • Add a new payment method: Enter your information in My Payment Information and click Submit. The new payment method appears in the list.
    • Update existing payment methods: After you enter a payment method, click Edit or Delete to update your existing payment information.
  7. In the list of payment methods, find your preferred payment method and click Save for Subscription to apply your change.

If you receive billing error notifications after updating your payment method, contact our Customer Champions.

Why am I continuously prompted to sign in?

In some instances, you may be repeatedly asked to enter your login credentials when signing in to the CrashPlan console to update subscription information. Use the steps below to resolve the issue:

  1. Close all browser windows and quit any open web browsers.
  2. Open a private browser window:
    • Microsoft Edge: Select Settings and More > New InPrivate Window.
    • Apple Safari: Click File > New Private Window.
    • Google Chrome: Click File > New Incognito Window.
  3. Copy and paste https://console.us2.crashplanpro.com/app/#/console into the address bar and press Enter.
  4. Sign in to the CrashPlan console as you usually would.

Enable automatic subscription renewal

  1. Sign in to your CrashPlan console.
  2. Go to Account.
  3. Click Manage My Subscription.
  4. Click the Details link.
  5. On the Subscription Details page, select On for Automatic Renewals.
  6. Click Yes to confirm the change.

Subscription basics

  • You must have an active subscription or trial in order to back up using CrashPlan for Small Business.
  • You must have at least one saved payment information on file at all times.
  • You cannot delete a payment method that is currently used to renew your subscription.
  • All CrashPlan for Small Business subscriptions last one month. Your subscription is automatically renewed each month unless you cancel your CrashPlan for Small Business subscription.
  • We use your selected payment method to automatically renew your subscription at these times:
    • Seven days before your subscription's expiration date
    • On your subscription's expiration date (if the previous renewal failed)
    • Seven days after your subscription's expiration date (if the previous renewal failed)
  • We send you an email notification if your subscription renewal fails. If your subscription renewal succeeds, we don't send you an email notification.
  • If all three renewal attempts fail, your CrashPlan for Small Business subscription is automatically canceled and your data is securely deleted according to our Data retention policy for CrashPlan for Small Business.

Subscription errors

If any of the following billing errors appear, review the information below for common causes and solutions. 

Update your billing information to maintain your subscription

If your subscription fails to automatically renew because your payment information is out of date, the error message Update your billing information to maintain your subscription appears in the CrashPlan console.

If you see this error message, click Update Payment Information to provide correct payment information and continue your CrashPlan for Small Business subscription. After updating your saved payment information, the error message may continue to appear until your next renewal attempt, which occurs as follows:

  • Four days before your subscription's expiration date
  • If the previous renewal failed: On your subscription's expiration date
  • If the previous two renewal attempts failed: Seven days after your subscription's expiration date
Payment authorization failure or invalid card

These errors occur when our payment processor is unable to successfully authorize the credit card you're updating or adding to the account. These errors can appear when:

  • Your bank or credit card company blocks the authorization. 
  • Your browser's cached information causes an issue. 

To rule out a cache-related issue, update your saved payment information in a private or incognito browser window.

If you continue seeing the error, contact your bank or credit card company to see if they are blocking the authorization attempt.

Selecting Manage My Subscription or View Current Billing Information prompts me to sign in again

You may be prompted to sign in again due to a browser caching issue or if you're using a retired CrashPlan console URL. To resolve this, use the following direct link to access your saved payment information: https://www.crashplanpro.com/login/

If you continue having issues signing in, clear your browser's cache, or log in using a private or incognito browser window.

Payment information doesn't save

This behavior usually occurs when there is an issue with the billing address on file. Before updating your payment information, update your existing saved address:

  1. Sign in to the CrashPlan console
  2. Go to Account.
  3. Click Manage My Subscription.
    A new browser tab opens and lists your subscriptions.
  4. Click Account & FAQ at the top of the page. 
  5. Select Address Information
  6. Under Saved Addresses, click Edit
  7. Update your address information.
  8. Click Submit

If you have multiple addresses saved to your account, remove any previous or incomplete addresses:

  1. Under Saved Addresses, locate the previous or incomplete address.
  2. Click Delete under the entry which you'd like to remove. You cannot delete the default address.
    A confirmation message appears.
  3. Click OK to continue removing the address.
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