| How
do I pay?
What if I need a receipt?
How do I get my billing
questions answered?
How can I tell which version
I have?
Where is my account information?
What is an account number?
What is an encryption key?
Why use an account password?
How do I obtain the Connected
software for reinstallation?
How do I cancel my account?
What happens to my stored
backups when I cancel?
When is the last charge
made on a cancelled account?
How do I uninstall the Connected
software?
How do
I pay?
Payment is easy: credit card
information is required up front. Simply input
your billing information into the pop-up screens
when prompted. You will incur charges following
credit card validation. You will be billed monthly
or annually on the anniversary of your account's
start date, e.g., if you opened your account on
the 15th of the month, that's when you will be
billed each month, or for an annual plan, on the
same day the following year.
What
if I need a receipt?
Your monthly credit card
statement is your receipt of charges. It will
contain a transaction for each charge from Connected
Corporation. Connected Corporation charges the
card according to the billing information provided
when signing up. Select Options | Billing to verify
the card being charged.
How
do I get my billing questions answered?
Inquiries about charges to
your account should be directed to billing@connected.com.
How
can I tell which version I have?
You can identify your version
by opening the backup software (Start | Programs
| Connected | Connected) and then clicking on
Help | About.
Where
is my account information?
Your Account Number appears
on the Home screen and under Help | About.
Your Encryption Key: From the menu bar, select
Options | Security | View.
Your Password: You can only see your password
by printing your account information. From the
menu bar, select Options | Security | View | Print.
If you have a password, you
will need it in order to print.
If you do not have the backup
software on your PC, you will have to ask someone
to look up your account information for you. Enter
a Support Request.
What
is an account number?
Each computer using Connected
Data Backup has a unique account number. The account
number is assigned when you connect to the Data
Center for the first time after signing up for
a plan. It is associated with the computer where
the software is installed and the backups will
take place. If you have multiple computers, you
will have multiple accounts. If you have several
accounts, they may all be charged to the same
credit card.
By having a unique account
number for your computer, data that you back up
from that computer will be recoverable even if
the account is moved to a new computer. If you
want to share backups between computers, distinct
account numbers enable you to do that as well.
If you have an account but
do not have the Connected software on the PC for
which the account was opened, you can obtain your
Account information by submitting a
Support Request.
What
is an encryption key?
An encryption key is used
to encrypt your data for safe transmission between
your computer and our Data Centers. You will be
asked for your encryption key whenever you retrieve
files or perform an account recovery.
The encryption key is a word
or a phrase that you create when you first set
up an account. It contains a minimum of 8 characters.
Once an encryption key is set it cannot be changed.
Why
use an account password?
Account passwords protect
your account if your computer is shared with other
people. While a password won't prevent backups,
it will prevent anyone else from using your account
to retrieve anything you have backed up.
While it is not necessary
to have a password, once you have established
an account, you can create a password for it.
A password must contain a minimum of 6 characters.
It can be changed whenever you wish.
To create a password or to
change one: From the menu bar, select Options
| Security | Change Account Password. After your
password has been transmitted to the Data Center,
you should print your account information as described
in the next paragraph.
In order to see an existing
password, it is necessary to print the account
information. However, you need to know the account
password in order to print, so print the information
while the password is fresh in your mind and store
the printout in a safe place. From the menu bar,
select Options | Security | View Encryption Key
| Print.
How
do I obtain the Connected software for reinstallation?
Download
the Reinstall Software.
Note: Be sure to check
the box on the registration screen to indicate
that you already have an account. This will avoid
the accidental opening of a new account. The software
will then guide you through the recovery process.
(You will need your Account
Number.)
How
do I cancel my account?
If you wish to cancel your
data protection account with Connected, click
here.
What
happens to my stored backups when I cancel?
Connected Corporation retains
your data for a courtesy period of 30 days, after
which time it is deleted and will no longer be
recoverable. We strongly recommend you order CD(s)
of your archives.
Learn
how to order your archives on CD.
When
is the last charge made on a cancelled account?
Charges cease immediately
upon cancellation of an account. You will not
receive any charges after your account has been
cancelled.
How
do I Uninstall the Connected Software?
Confirm that the Connected
software is closed. Then select Start | Settings
| Control Panel | Add/Remove Programs | Connected
(remove only) | Add/Remove | OK | OK.
Your version of Windows may vary slightly, but
you should be able to approximate these instructions.
Note: If you attempt
to remove the software by deleting it (Recycle
Bin), the software will not be completely uninstalled.
However, after you uninstall it according to the
directions above, some files or folders may remain.
It is all right to delete those; they are no longer
needed.
IMPORTANT:
If your question is not answered in the FAQs
or User
Guide, please complete a Support
Request.
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