Carbonite Customer Care Phone Number: The Fastest Ways to Reach a Live Agent

The primary Carbonite customer care phone numbers

If you need live, phone-based help with Carbonite backup, the primary Customer Care line for the United States and Canada is 1-877-222-5488. This is the general support number Carbonite has published for years and, since Carbonite became part of OpenText in late 2019, it still routes you to the same Customer Care queue for Carbonite Safe (home), Carbonite Safe Backup Pro (small business), and Carbonite Server customers. Have your account email and device name handy to speed up verification.

Outside North America, or if your carrier blocks toll-free calls, you can reach Carbonite via the non–toll-free corporate switchboard at +1-617-587-1100 and request transfer to Customer Care. If hours differ by region or if numbers change, Carbonite keeps current contact options at https://support.carbonite.com/contact. When in doubt, start with the support portal and use the “Call us” option after you sign in; it will show the correct phone number for your subscription and region.

• Customer Care (U.S./Canada, toll-free): 1-877-222-5488
• Corporate/main line (international/non–toll-free): +1-617-587-1100
• Support portal (latest phone options by plan/region): https://support.carbonite.com/contact
• General support site (guides, chat, cases): https://support.carbonite.com/

Best times to call, hours, and regional coverage

Phone hours vary by product and geography, but Carbonite’s consumer and small-business queues generally operate during standard U.S. business hours, Monday through Friday, with extended windows for business plans. If you’re in North America, your shortest wait is typically early in the U.S. day (9:00–11:00 a.m. Eastern) and mid-week (Tuesday–Thursday). Holidays in the U.S. and Canada affect availability; check the support portal banner for any exceptions before you dial.

For customers outside North America, the portal will surface regional phone options or offer scheduled callbacks. If a phone option is not immediately available in your locale, Carbonite provides chat and “Request a callback” as alternatives; both are exposed after sign-in so your subscription level is recognized. Keep in mind that urgent restore assistance for business plans is prioritized and may offer accelerated callbacks during peak times.

What to have ready before you call

A short checklist can reduce your total handle time by several minutes. Support will verify your account, identify the device, and review backup job status and logs. If your issue involves restores, they’ll also confirm storage vault information and timestamps for your last successful backup. For billing or subscription changes, expect standard account verification in line with PCI and privacy requirements.

Gather the following before dialing Customer Care. If you don’t have a particular item, you can still call—just be prepared to answer security questions tied to your account.

• Account email address (and alternate email on file, if any)
• Device/computer name as it appears in Carbonite (for example, “JSMITH-LAPTOP”)
• Operating system and version (e.g., Windows 11 23H2, macOS 14.5)
• Carbonite product and plan (Safe Basic/Plus, Safe Backup Pro, or Server)
• Approximate last successful backup date/time and available free disk space
• Network details if relevant (Wi‑Fi vs. Ethernet, VPN on/off, corporate proxy)
• Any error codes/messages and recent changes (new antivirus, OS updates, drive replacements)
• Billing details for account verification (last 4 of card or invoice number)
• Existing case number, if you opened a ticket or used chat prior to calling

How support differs by plan

Carbonite Safe (home) customers receive help with installation, backup configuration, file restore, and account/billing questions through the main Customer Care line and through the portal. Phone availability is aligned to business hours, while self-service articles and community content are 24/7. Remote-assist sessions can be offered when troubleshooting calls for it and you grant permission.

Carbonite Safe Backup Pro and Carbonite Server customers receive business-focused assistance, including support for centralized admin dashboards, policy settings, Windows Server agents, and bare-metal restore options. These plans typically have faster routing to technical specialists and expanded availability. If you administer multiple endpoints, calling from the email tied to your console and naming the affected endpoint accelerates triage.

If you can’t get through

When call volumes spike—often during OS release cycles or after regional outages—use the callback option in the portal, which preserves your place in line without holding. You can also open a case at https://support.carbonite.com by signing in and selecting your product; attach logs or screenshots so the first available agent can start analysis before talking to you.

For time-sensitive restores, initiate the restore in the app or console first, then contact support with the job ID so they can check vault-side performance and throttling policies. If your organization uses allowlists, confirm that Carbonite service domains and ports are open; posting that information in your ticket often resolves “cannot connect” issues without a call.

Security and verification tips when calling

Only use phone numbers published on Carbonite or OpenText-owned domains and never accept unsolicited “support” calls claiming to be Carbonite. Agents will verify your identity by account information; they will not ask for your Windows product key or unrelated passwords. If someone requests remote access unexpectedly, hang up and redial the official number from the support site.

Carbonite is part of OpenText Cybersecurity, and you may see that branding in emails or on the portal. Official resources include carbonite.com and support.carbonite.com. If you receive contact details from a search engine ad or forum post, cross-check them on the official contact page before you dial.

Escalations, addresses, and formal correspondence

If you need to escalate a complex case (for example, compliance-related restores or legal hold inquiries), ask the agent for a case escalation to a senior technician or supervisor and request the case number by email for tracking. For written correspondence beyond normal support (e.g., subpoenas, privacy requests), use the channels listed in the support portal’s legal and privacy sections so your request reaches the right team.

Corporate addresses for reference: Carbonite (an OpenText company) maintains operations in Boston at 2 Avenue de Lafayette, Boston, MA 02111, USA, and OpenText headquarters is located at 275 Frank Tompa Dr, Waterloo, ON N2L 0A1, Canada. Do not mail sensitive credentials; use the secure upload links provided within your support case when documents are required.

What is a Carbonite subscription?

Your Carbonite subscription protects your computer files by backing them up to our secure servers and allowing you to restore them at any time. Renewing your subscription. When you purchase your subscription, you select a specific plan and length of time.

How do I access my Carbonite account?

Solution: On your computer, go to https://account.carbonite.com.

Is Carbonite still in business?

Carbonite, Inc. is an American company that offers an online backup service, available to Windows and macOS users. In 2019 it was acquired by Canadian software company OpenText. It backs up documents, e-mails, music, photos, and settings.

Is Carbonite having issues?

Carbonite.com is UP and reachable by us. Please check and report on local outages belowThe above graph displays service status activity for Carbonite.com over the last 10 automatic checks.