Manage Crashplan

How to cancel CrashPlan in south africa and protect your data

What CrashPlan is and why you might want to leave

CrashPlan is a subscription-based cloud backup service built for continuous, automatic file protection. It handles incremental backups and restore capabilities rather than general cloud file syncing, making it popular with individuals and small businesses who need reliable data retention.

You might consider cancelling if you've found a more affordable alternative, no longer need cloud backup protection, or want to switch to a service that better suits your workflow. Whatever your reason, Stopee is here to guide you through the process step by step and ensure you understand your consumer rights before you go.

Main features and limitations

CrashPlan focuses on automated, hands-off backup - you set it and forget it. However, its non-refundable policy and automatic trial-to-paid conversion catch many South African users off guard. If you're unhappy with the service or didn't intend to be charged, you have protections under South African consumer law that CrashPlan's standard terms may not reflect.

Your consumer rights in south africa

Before you cancel, understand what the law says. South African consumer protection is stronger than CrashPlan's "non-refundable" claim suggests.

Cooling-off periods and the consumer protection act

The Consumer Protection Act (CPA) gives you specific rights when you purchase digital services like cloud backup subscriptions. If you bought CrashPlan online or through a mobile app, you may have a 14-day cooling-off period to cancel and claim a refund - even if CrashPlan's terms say otherwise.

This applies especially if:

• You signed up during a free trial that auto-converted to a paid subscription without clear consent.
• You did not receive proper notice of charges before they were deducted.
• The service did not match what was advertised or promised.

Pro tip: Keep screenshots of your purchase confirmation, any auto-charge notifications, and your billing statements. These documents are your proof if you need to escalate a dispute to the National Consumer Commission.

What to do if CrashPlan refuses cancellation or a refund

If CrashPlan blocks your cancellation request or denies a lawful refund, you can escalate to the National Consumer Commission (NCC), South Africa's consumer protection authority. Write to the NCC with proof of your purchase, cancellation attempt, and CrashPlan's response. The NCC investigates complaints under the Consumer Protection Act and can compel refunds or cancellations if the company breaches your rights.

Stopee recommends documenting every step - your cancellation request date, CrashPlan's response, and any support tickets - so you have a clear timeline if you need to file a complaint with the NCC.

How to cancel CrashPlan on the web

If you purchased directly through CrashPlan's website using a credit or debit card, use the payment portal to cancel your subscription.

Step-by-step cancellation via the web portal

1. Go to the CrashPlan payment portal and sign in with your email and password.
   • If you've forgotten your password, use the "Forgot password" link and reset it via email.
2. Navigate to the Subscriptions tab.
   • This is usually in your account settings or dashboard - look for "Billing," "Subscriptions," or "My plans."
3. Select your active CrashPlan subscription.
   • You'll see the plan name, renewal date, and monthly or annual charge.
4. Click "Cancel subscription."
   • CrashPlan may ask why you're leaving - you can skip this or provide feedback.
5. Confirm the cancellation in the pop-up or final screen.
   • Your subscription will remain active until the end of your current billing period. You won't be charged again.
6. Save or screenshot the cancellation confirmation page or email.
   • Warning: This is your proof of cancellation. Keep it in case CrashPlan charges you again by mistake.

Pro tip: Cancel at least 7 days before your next renewal date to give the system time to process your request and prevent a surprise charge.

If you purchased via paddle (third-party payment processor)

If your receipt says "Powered by Paddle," you may have purchased through a third-party payment processor rather than directly from CrashPlan.

1. Log in to your Paddle account (paddle.com).
   • Use the email address you used for the purchase.
2. Go to your Subscriptions or Purchases section.
   • This is usually under "Account" or "Billing."
3. Find the CrashPlan subscription and select "Cancel."
   • Paddle will deactivate your subscription after your current billing period ends.
4. Request a confirmation email and keep it with your records.
   • Stopee advises saving this email separately so you can prove cancellation if needed.

How to cancel CrashPlan on your phone or tablet

If you signed up through the Apple App Store or Google Play, you must cancel through that platform, not through CrashPlan directly.

Cancelling on apple devices (iPhone, iPad, mac)

1. Open the App Store app.
   • Tap your profile icon in the top right corner.
2. Tap "Subscriptions."
   • You'll see all active subscriptions linked to your Apple ID.
3. Find CrashPlan and tap it.
   • The subscription details page will open.
4. Tap "Cancel Subscription" or "Edit."
   • If you see "Edit," tap it, then select "Cancel Subscription" from the menu.
5. Select your cancellation reason (optional) and confirm.
   • Your subscription will remain active until the current renewal date. Apple will send you a cancellation confirmation email.
6. Screenshot the confirmation for your records.
   • Pro tip: Apple sometimes re-enables subscriptions if you accidentally re-download the app, so disable auto-renewal if you see that option.

Cancelling on android devices (Google play)

1. Open the Google Play Store app.
   • Tap your profile icon (usually top right).
2. Select "Manage subscriptions" or "Payments and subscriptions."
   • You may need to navigate to "Settings" > "Apps & notifications" on some devices.
3. Tap "Subscriptions."
   • All active subscriptions will be listed.
4. Find CrashPlan and tap it.
   • The subscription details will appear.
5. Tap "Cancel subscription."
   • Google will ask if you're sure; confirm the cancellation.
6. Save the confirmation screen.
   • Google Play sends a confirmation email, so check your inbox and keep it for 6 months.

Warning: Both Apple and Google continue your subscription until the next renewal date, even after you cancel. Mark your calendar so you're not surprised by a final charge.

What happens after you cancel CrashPlan

Cancellation does not mean instant data deletion. Understanding what happens next helps you plan your transition to another backup service.

Your subscription access and final billing period

Once you cancel, CrashPlan stops future charges. Your account remains active and your backups stay accessible until the end of your current billing period. After that date, your subscription expires and you lose access to the CrashPlan vault.

This gives you time to download or migrate your backed-up data to another service if needed. Stopee recommends exporting your files at least 1 week before your subscription ends, so you have a safety net.

Data retention and permanent deletion

CrashPlan's privacy statement and retention policy say that your backed-up data is deleted according to their data retention schedule - typically 30 days after your subscription ends. After 30 days, your files are removed from CrashPlan's servers and cannot be recovered.

If you need your backup data after cancellation, download it while your account is still active. Many users assume their data stays forever, so plan ahead.

CrashPlan pricing and what it costs in south africa

CrashPlan publishes its prices in US dollars (USD) on its official website and Help Center. Exact South African rand (ZAR) pricing is not always listed upfront, which can create confusion.

How to find your local price

To see what you'll actually pay in ZAR, you have two options:

1. Convert the USD price using a current exchange rate at a site like XE.com or OANDA.
   • For example, if CrashPlan costs USD 11.99 per month and the exchange rate is 1 USD = 18 ZAR, the local cost is approximately ZAR 216 per month (before VAT).
2. Contact CrashPlan sales directly and ask for ZAR pricing and VAT details.
   • They may offer a local rate or clarify whether VAT is included in the advertised price.

Pro tip: Exchange rates fluctuate daily. Lock in the USD price when you sign up so you know exactly what you've committed to.

CrashPlan refund policy and your options

CrashPlan claims all subscriptions are non-refundable, including unused time or unused licenses. This blanket policy, however, does not always align with South African consumer law.

When CrashPlan says no refund

According to CrashPlan's official refund policy, you cannot claim a refund for:

• Cancelled subscriptions after the trial period ends.
• Unused days at the end of your billing cycle.
• Multiple subscriptions or licenses purchased in error.
• Auto-converted trial charges (if the trial automatically becomes a paid plan).

But this policy is not absolute. The Consumer Protection Act may override it.

The 14-day trial trap and your refund rights

CrashPlan offers a 14-day free trial. If you do not cancel before day 14, the trial automatically converts to a paid subscription and you are charged. Many users never see a warning or billing email until the charge hits their bank account.

Warning: If you were not given clear, prominent notice of the auto-charge before it happened, you may have a right to a refund under the CPA. Document when you signed up, what notifications you received, and when you first saw the charge on your statement.

Stopee has helped thousands of consumers in South Africa challenge "non-refundable" claims when the company failed to provide adequate notice. If CrashPlan auto-charged you without clear consent, request a refund by email and reference the Consumer Protection Act if they refuse.

How to request a refund

1. Email CrashPlan support or the General Counsel address (see contact details below).
   • Write a clear, polite email explaining your reason (trial auto-charge, service failure, lack of notice, etc.).
2. Include your account email, subscription dates, and billing proof.
   • Attach screenshots of your receipt, the charge on your bank statement, and any notifications you did or did not receive.
3. Ask for a refund and state a deadline (e.g., "Please respond within 7 days").
   • Be professional but firm. Mention the Consumer Protection Act if the auto-charge lacked proper notice.
4. If CrashPlan refuses, send a follow-up email and copy the National Consumer Commission.
   • This signals that you may escalate the complaint formally.
5. File a complaint with the National Consumer Commission if CrashPlan ignores you or refuses a lawful refund.
   • The NCC address is available at www.ncc.org.za.

Common mistakes when cancelling CrashPlan

Cancelling a subscription feels straightforward, but small errors can leave you trapped or facing unexpected charges. Here are the pitfalls to avoid.

Assuming cancellation is instant

The biggest mistake is thinking cancellation means immediate access loss. It does not. Your subscription stays active until the end of the current billing period, so your data is safe - but you will be charged again if you do not actually click "cancel." Many users think they have cancelled but never confirm, and the charge renews automatically.

Pro tip: Set a phone reminder for 2 days after you cancel. Log back into your account and check that the subscription no longer appears under "Active Subscriptions." If it does, the cancellation failed and you need to try again.

Losing your cancellation proof

If CrashPlan accidentally charges you after cancellation - which happens - you need written proof that you cancelled. If you delete the confirmation email or screenshot, you have no evidence. Keep all cancellation confirmations for at least 6 months.

Forgetting to cancel the trial before day 14

The auto-charge happens silently. You may not notice the ZAR deduction from your bank account for weeks. Set a calendar alert on day 10 of your trial: "Cancel CrashPlan or it will auto-charge." This simple step saves hundreds of rand in unwanted charges.

Cancelling via the wrong platform

If you signed up via Apple App Store, cancelling on the CrashPlan website will not work. You must cancel through Apple. Many users cancel in one place, assume they are done, and then get charged again from the other platform. Check your original receipt to see where you signed up, then cancel from that exact platform.

Checklist: before you cancel CrashPlan

Use this checklist to ensure a smooth cancellation and avoid surprises.

What customers say about CrashPlan in south africa

Real user feedback gives you an honest picture of whether CrashPlan is worth your money and what to expect if you stay or go.

Positive experiences

On Capterra and local review sites, South African users praise CrashPlan for:

• Simple setup - you install, configure, and it runs in the background.
• Reliable incremental backups - only changed files are uploaded, saving bandwidth.
• Straightforward restore process - recovering files is fast and intuitive.
• Good reporting and monitoring - you can see backup history and status at a glance.
• Security features - encryption and vault protection give peace of mind.

Small business owners often highlight the "set-it-and-forget-it" nature as a major benefit. Once configured, CrashPlan requires minimal management, which is ideal for teams that lack IT staff.

Negative feedback and concerns

Users also complain about:

• High bandwidth use on first backup - initial uploads can take weeks or months.
• Slow support response - help tickets take days or weeks to get answered.
• No transparent South African pricing - users are confused about what they will be charged in ZAR.
• Auto-renewal traps - the 14-day trial auto-converts and users are surprised by charges.
• Non-refundable policy enforced rigidly - even when service is poor, CrashPlan refuses refunds.

Pro tip: Read recent Capterra reviews from South African users (capterra.co.za) to see current complaints. If many users are unhappy about a specific feature or problem, consider switching to a competitor.

How to contact CrashPlan if your cancellation is blocked

If you try to cancel and CrashPlan's system will not let you, or if you need to dispute a charge, use the official contact channels.

Written cancellation request (most reliable)

CrashPlan's privacy statement lists a specific mailing address for written correspondence with the General Counsel. This is the most formal and documented way to cancel:

CrashPlan General Counsel
Code42 Software Inc.
(Contact the official CrashPlan website for the current mailing address to ensure accuracy.)

When you send a letter or email, include:

• Your full name and account email address.
• Your subscription start date and account number (if available).
• A clear statement: "I hereby request cancellation of my CrashPlan subscription effective immediately."
• Your bank account or payment method used (to make tracing easy).
• Copies of your billing statements and any previous cancellation attempts.
• A request for written confirmation of cancellation within 14 days.

Send this via registered mail or certified email with read receipt. Stopee recommends keeping a copy of everything you send to the General Counsel.

Escalation to the national consumer commission

If CrashPlan does not respond to your cancellation request or refuses to honour your rights under the Consumer Protection Act, file a formal complaint with the National Consumer Commission:

National Consumer Commission
Website: www.ncc.org.za
Email: complaints@ncc.org.za or contact details on their official website.

Include your cancellation request, CrashPlan's response (or lack thereof), billing proof, and a description of why you believe your rights have been violated. The NCC will investigate and can order CrashPlan to cancel your subscription and refund charges if appropriate.

Summary: taking control of your CrashPlan cancellation

Cancelling CrashPlan does not have to be stressful or confusing. You now understand your consumer rights in South Africa, the exact steps to cancel on web or mobile, what happens to your data, and how to escalate if the company refuses to cooperate.

Remember: your subscription stays active until the end of your current billing period after you cancel, so you have time to migrate your backups. The 14-day trial auto-converts, so set a calendar reminder. Keep all cancellation confirmations. And if CrashPlan breaches the Consumer Protection Act by refusing a lawful refund or blocking cancellation, the National Consumer Commission is your backup plan.

Stopee has helped thousands of consumers cancel subscriptions and recover refunds by standing firm on their rights. You are not obliged to accept a "non-refundable" claim if the company failed to give you fair notice or if the service did not match what was promised. Document everything, stay calm, and escalate if needed. You are in control.