Contact Support

Live phone support enables you to speak with an Online Backup expert, who can help you resolve issues that may include the following:

Account Information
Re-installation of software
Recovery of lost data
Trouble accessing/connecting to the service (until it is determined the issue is not with Connected)
Requesting a CD/DVD

Answers to common questions can be found in our FAQ section or in our Online User’s Guide.

Telephone support

You can reach us at:

1-800-647-3078
or for those outside North America call +1-508-808-7440.

Or click here to fill out the online support form.

Please have your account number ready. This appears on the Home screen and under Help > About.

Hours of Operation

Live Phone Support for Online Backup is available from 8:00 A.M. to 9:00 P.M. Eastern time, Monday through Friday.

For faster service when calling for live phone support, please be prepared:

Be at your computer. Our support engineers can help you best if you're ready to step through the sequence that led to your question.

Have your account number ready. Refer to Online User's Guide to find account information.

If a problem occurs, try to narrow down the steps that lead to the problem. If a message appears, be sure to write down the exact wording.