Objective
This article describes the available methods for contacting the CrashPlan technical support team when you need assistance with your environment, account, backups, restores, or other inquiries.
Prerequisites
- Active Subscription: You must have a current subscription agreement with CrashPlan or an authorized reseller.
- Admin Permissions: You must hold an administrator role within your CrashPlan environment to contact technical support. If you are a standard user experiencing an issue with the CrashPlan app, please contact your organization's internal IT department or CrashPlan administrator for assistance.
Procedure
You have two options when you need help from the CrashPlan technical support team. Pick the option that works best for you.
Option 1: Submit a support ticket online
You can submit a ticket to our support team without signing in. However, creating a Help Center account allows you to easily track all your open tickets in one place and upload logs with your ticket submission.
Verification required for anonymous requests
If you submit a ticket without signing into the Help Center, you will
be
required to verify your email address before your request is routed to
our
support team. To avoid delays, always sign into the Help Center before
submitting
a ticket.
- Navigate to the CrashPlan Help Center (support.crashplan.com).
- Click Submit a request at the top of the page.
- Fill in the form fields. To help us diagnose your issue quickly, please include as much detail as possible, such as:
- Product name and operating system version.
- Computer ID (GUID) or username of the affected devices/users.
- A detailed description of the question or problem.
- Screenshots of relevant settings or error messages.
- Logs from the CrashPlan app (if applicable).
Note: You must be signed into a Help Center account to upload files with your ticket submission.
- Click Submit.
Option 2: Use the chat widget
You can use our chat widget to quickly find answers.
- Navigate to the CrashPlan Help Center (support.crashplan.com).
- Click the Chat widget in the lower right corner of the screen.
- Briefly describe your question or issue. The chatbot will suggest relevant articles or offer to escalate your inquiry to our support team.