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Top Questions

  • 79 I have an unrecognized or unauthorized charge, what can I do?

    If you have a charge from, or that is unrecognized, unauthorized or completely unfamiliar to you, rest assured, we are more than happy to refund it back to you and investigate how it could have occurred.

    You can email us at or, if you would prefer, you can call us on:

    UK - 0333 370 6520
    EU - 0044 0333 370 6520
    US - 1-888-320-5483
    AU - 1800 072 780
    CA - 1-888-320-5483
    International - 001-888-320-5483

    Please note that discussing an unrecognized charge with us will result in a much quicker refund that raising an investigation through a card provider, we fully understand the distress an unrecognized charge can cause and our friendly staff are there to get the situation resolved. Last Update: 10/16/2014

  • 121 How do I uninstall Justcloud?

    To uninstall Justcloud please do the following:

    Windows XP
    From the Start menu, select Control Panel > Add/Remove Programs > Justcloud. Click Uninstall. Justcloud will be completely removed from your system.

    Windows Vista and Windows 7
    From the Start menu, select Control Panel > Programs and Features > Justcloud. Click Uninstall/Change. Justcloud will be completely removed from your system.

    Mac OS X
    Locate the Justcloud icon in your Applications folder and then simply drag it to the Trash.

    Open a terminal window and enter the following command and press enter:

    $ sudo apt-get remove Justcloud Last Update: 11/19/2014

  • 24 How do I update to the latest app version?

    When you open the application it should auto-update if there is an update available. From time to time we release updates in a slightly different way and may require you to visit thedownload page and download and run a new installer file.

    Mobile apps are updated through the App Store in the usual update fashion. Last Update: 11/25/2014

  • 183 How do I restore the files I have backed up?

    Any files you have backed up from any of your devices can be restored to any other device you want. There are three ways to restore files:

    Restoring via the app:
    The best way to restore backed up data is using the Justcloud application. Justcloud can be installed on any computer you wish and linked to your account. Although a license is required to backup other computers, there is no charge at all for installing the application and restoring already backed up files.

    Restoring data through the application retains the same folder structure the files were in when they were backed up. So this means your restored data will be in the folders you are used to, this may be particularly useful if you have a new computer and wish to restore your already backed up, old computer, data to it.

    Clicking the restore icon brings you to the restore panel. Here it is possible to select any device on your brand account and view the folder and files available to be restored from it. Displayed in the left panel is folder/directory structure, in the right panel file content of any selected folders are displayed.

    The tickboxes next to folders and files dictate whether or whether not a folder or file is selected for restore. Selecting a whole folder of files selects all files within that folder, however files can be selected on un-selected in the right panel.

    Once you have made your restore selection, clicking Restore Selected Files brings up a window where you choose where you want these selected folders to be restored to on your computer. Once this has been chosen the restore process will begin.

    Restoring is typically a lot quicker than backup, on most internet connections download is a lot quicker than upload. At any point during the restore process it can be paused. However if it is completely stopped it cannot be restarted where it left off. If the computer is going to need to be turned off then it is probably best to carry out restores in smaller chunks.

    A completion screen will show once the restore finishes, it will detail exactly how many files have been restored and the size on disk the restore equates to.

    The files restored will be the very latest versions of the files backed up, if you require older versions of files they need to be restored via the control panel.

    Restoring via the Control Panel:
    If you would like to restore an individual file or only a few – Login to the Control Panel and click on 'My Backups', select from the drop down menu the device which the files reside under, flick through your files and folders until you see the file(s) you wish to restore, simply hover over the file(s) and click download. This will begin download of the file and most likely save in your Downloads folder.

    Restoring via FTP:
    The Justcloud app is great for restoring files in bulk and retaining the folder structure the files had when they resided on your computer. However, each time the application is installed on a computer and authenticated with your logins that computer is then listed on your account, there is likely to be times when you don’t want this to happen. This is when using an FTP client to download files comes in handy, FTP stands for File Transfer Protocol, with an FTP client (3rd party software) you can restore files from your account without having the receiving computer added to your Justcloud account.

    One of the most popular, completely free, FTP clients is Filezilla. Available to download here: We will be using Filezilla throughout this article, if you use a different FTP client you will easily be able to match up some of the configurations and processes we refer to in Filezilla.

    It is important to point out at this stage that FTP is only available for download and restoration of files. It can not be used to upload to Justcloud.

    To connect to Justcloud via FTP you will need to enter in your Justcloud login details. In Filezilla click File > Site Manager then click the button labelled New Site

    This will create a new site and list it in the box above prompting you to name it. Call it Justcloud or whatever you wish. Next, on the right hand side, you will need to enter your Justcloud login credentials and some server information:

    Port: 21
    Set Logon Type to Normal
    User: Your Justcloud email address
    Password: Your Justcloud password

    After entering your details click OK. Now back on the main window, click the Site Manager dropdown and select Justcloud from the menu. This will then begin connection to the Justcloud servers.

    You will then see in the log section the processes involved to connect be logged out and receive confirmation when you are connected. On the remote site box you will see your various Justcloud devices listed and be able to navigate to the files backed up under them.

    Clicking on a device will display folders backed up under it. To download a folder or file, first select the destination on the left pane where you want the file or folder to end up on your computer. Then right-click on the folder or file you wish to download on the right pane and click Download.

    FTP is great for bulk restoring data without adding the receiving computer to your Justcloud account. If you are doing a particularly large restore though we recommend using the application as the connection and server structure is better equipped and on the app there is the ability to pause restores. Last Update: 11/25/2014

  • 61 How do I update my credit card?

    Once logged into the Control Panel, click 'My Account' up in the top right corner. This takes you to the admin settings for your account, scroll down to the table titled 'Subscriptions & Billing' and where it says 'Payment Method' click 'Manage'. Clicking here will bring up a new window where credit card details and payment address details can be added.

    The payment method should then become the default payment method on your account.

    We accept Mastercard, Visa, American Express and Paypal. Unfortunately we are not able to accept JCB, Diners Club, Cheque or Cash.

    If you have any queries relating to billing please email Last Update: 11/25/2014

  • 105 I chose the wrong plan, can I change it?

    Please don't worry if you have accidentally purchased the wrong plan. Just contact our support team and we will immediately upgrade or downgrade you to the correct plan and if necessary refund the difference back to you.

    From time to time we hear from our customers that they accidentally chose the wrong plan. Our order form displays the equivalent monthly price then immediately displays the term it is paid over next to it. I.e. it displays 4.95 for the 2 year plan but is billed up front, thus charging you 118.80.

    We try to make this as clear as possible and are trying to help our customers by offering a cheaper price for a longer commitment.

    Email us at or call us on:
    UK - 0333 370 6520
    EU - 0044 0333 370 6520
    US - 1-888-320-5483
    AU - 1800 072 780
    CA - 1-888-320-5483
    International - 001-888-320-5483. Last Update: 11/25/2014

  • 91 Some of my files are missing, why?

    If you are sure your files are selected for backup and are not being uploaded during a backup please consider the following:

    - Checking Settings > Restrictions and ensuring the files in question don't exceed the maximum file size setting
    - Check Settings > Restrictions and ensuring the file extension of the files in question is not listed in the Excluded File Types list
    - Check that the file isn't in use by another program during the backup. If there is no way around it being open enabled VSS in Settings > Volume Shadow Copy
    - If you have recently deleted the file on the Control Panel and are now attempting to re-upload it, please allow 24 hours from deletion before attempting re-upload

    If you have just deleted files and are attempting to upload them again, please wait 24 hours before attempting to re-upload. Last Update: 11/25/2014

  • 105 What should I do if my backup stalls?

    A backup can stall, or appear to have stalled, for a number of reasons....

    Internet Connection outage:
    If the device you are backing up from suddenly looses its network or internet connection backup will stall and await re-connection to resume uploading. The Justcloud application will alert you to a network connection drop out but won't be able to warn you for an internet connection drop or extreme slowdown.

    Large files:
    When the application is processing a large file it can appear as if the software has stalled. A larger file will have a slower moving progress bar than a small file, so don't be alarmed if you do see it moving very slowly. The file currently being uploaded will have its name displayed at the bottom of the progress window, you may recognize it as your email archive or perhaps a video file - these typically being 1 Gigabyte + files.

    Understanding Progress Bars:
    The application shows two progress bars, the top one shows the overall progress of the backup, the bottom one shows file progress. The larger the backup is the longer the slower the top progress bar will move. Little or slow movement generally suggests a large file is being processed.

    Sleep mode, Hibernation or device locking:
    If your computer is set to sleep after a certain amount of inactivity, or if it is set to log out, then the backup will stop. Windows and Mac sleep settings stop the hard disk from spinning meaning the Justcloud app can't access stored files for upload. Mobile devices locking may prevent large backups from continuing, check your devices settings for background app refresh.

    Background Service stopped:
    Sometimes, on Windows this is, the background service of the Justcloud application can be terminated in error by Windows. If this happens the backup will stall, you just need to follow a few steps to restart it:

    1) Hold down the windows key (bottom left of the keyboard) and press 'R'
    2) Type 'services.msc' into the run box and press enter
    3) Locate 'computer backup' on the list of services. Right click on 'computer backup' and choose to restart/start.
    4) Open your Justcloud application and click 'start backup' or 'resume' Last Update: 11/19/2014

  • 205 How do I transfer my backup license to a new computer?

    Once logged into the Control Panel, click 'MY DEVICES' on the left side bar. This will take you to a list of all your account's devices in a table. The far right column, labelled 'License' will display which devices are licensed with a tick and which are unlicensed with an 'Add' button.

    Clicking add will enable you to either transfer a license from another device or purchase a new one.

    License Assigning should be almost immediate, if it isn't simply click 'Settings' on your app and then click OK - this will force communication with the server and recognize the assigned license.

    You only need licenses for backup. The app can be installed on any number of your computers and you can still use the sync folder and restore files without a license.

    Mobile devices such as iPhones, iPads and Android Cell Phones do not require licenses in order to be backed up. Last Update: 11/25/2014

  • 221 I have paid but I'm still told to upgrade, why?

    In some cases orders are held for additional verification. If your order is held you will not be granted full access to the program until your order has completed. To expedite the process please email

    It can take up to 2 hours for an order to fully process, your patience is greatly appreciated. Last Update: 11/19/2014

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