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Support Questions

  • 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.

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

    $ sudo apt-get remove Justcloud Last Update: 05/13/2013

  • 24 How do I update to the latest 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 Justcloud.com/download and download and run a new installer file. Last Update: 02/20/2013

  • 82 How do I cancel my account?

    To cancel your account please email our cancellation team at cancel@Justcloud.com outlining the reasons for your cancellation and they will do their best to help you quickly and efficiently. Last Update: 01/25/2014

  • 20 I thought I paid 4.95, why have you charged me 118.80?

    From time to time we hear this enquiry from our customers. The order form displays the equivalent monthly price then immediately displays the term it is paid over next to it. in the case of 4.95 the term of 2 years upfront is immediately next to it, thus making it 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. We also understand that some customers are confused by this, we are of course happy to refund any users who feel they have been overcharged and will happily convert the account to monthly billing.

    Please email billing@Justcloud.com

    The telephone team is able to provide help with billing, unrecognized charges and renewal enquiries and you can call them on:

    UK - 0333 370 6520
    EU - 0044 844 445 7768
    US - 1-888-320-5483
    AU - 1800 072 780
    CA - 1-888-778-6107
    International - 001-888-320-5483. Last Update: 05/13/2013

  • 45 How do I know Justcloud is installed?

    If you have succesfully installed Justcloud onto your computer you will notice two desktop icons and a system tray icon. If you click on the system tray icon or double click on the desktop icon your application will open.

    On a Mac you will see the Justcloud icon in your Applications folder through Finder. You can always drag or pin the launcher to your dock if you wish. Last Update: 02/20/2013

  • 20 How do I disable my Firewall?

    Windows XP Firewall
    Visit http://support.microsoft.com/kb/283673

    Windows Vista Firewall
    Visit http://windows.microsoft.com/en-US/windows-vista/Turn-Windows-Firewall-on-or-off

    Windows 7 Firewall
    Visit http://windows.microsoft.com/en-gb/windows7/turn-windows-firewall-on-or-off

    Windows 8 Firewall
    Visit http://windows.microsoft.com/en-gb/windows-8/windows-firewall-from-start-to-finish

    Trend Micro Internet Security 2009
    Visit http://esupport.trendmicro.com/Pages/how-do-i-enable-or-disable-the-personal-firewall-of-trend-micr-en-1038273.aspx

    Norton 360 (by Symantec)
    Start Norton 360, click Firewall Protection Settings, Under Firewall, click Off, click Apply. Under "How long should the firewall remain turned off?" select Until I turn back on, and then click OK.

    McAfee
    Right-click on the McAfee system tray icon, navigate to the Change Settings sub-menu and Select Firewall. On the Firewall settings page click 'Turn Off'

    ZoneAlarm
    Right-click on the Zone Alarm system tray icon, select 'Shutdown Zone Alarm' from the sub-menu. A warning message will appear confirming the shutdown, click 'Yes'. Last Update: 05/13/2013

  • 74 Why is Justcloud better than other backup/storage companies?

    Of course we are going to be biased, but the facts are clear for all to see.

    Justcloud provides a unique combination of online backup, file syncing, file sharing and online storage. Not only this but Justcloud does all of this for the price of a standard backup only service. Last Update: 02/20/2013

  • 18 Does Justcloud offer URL file sharing?

    We certainly do, you can create URL's to share via email, social networking or just about anywhere from within the Control Panel.

    Simply hover over a file or folder in your backup and click Share to bring up sharing options. Here you will be able to share files with other Justcloud users via email, or by clicking 'Public Link' you can generate a link and give it to anyone to access the file or folder.

    You can control what has been shared by clicking the 'Sharing' Button at the top of the page. Here you can stop any shares to disable others accessing them if you wish. Last Update: 02/13/2014

  • 62 What distributions of Linux do you support?

    Currently we support most Debian distributions. Most derivatives of Ubuntu and Debian work fantastically. We are still working on a Fedora build. Last Update: 04/04/2013

  • 56 Justcloud hasn't backed up my files in a long time. Why?

    Justcloud will backup your computer everyday if your computer is turned on and connected to the internet. If the files selected for backup have not changed since the last backup then they won't be backed up again, they will be skipped.

    You can check on what files are backed up on the control panel https://my.Justcloud.com Last Update: 03/06/2014

  • 30 How can I find out what version of Justcloud I have installed?

    To find out which version of Justcloud you are running please open your desktop application and check out the version number in the right hand corner just below the Settings and Help tabs.

    You are also able to view the app version you have installed on a device in the control panel, http://my.Justcloud.com, By clicking 'MY DEVICES' in the left sidebar you are taken to an overview table of all your devices and the app version they have installed. If that app version is out of date a small warning triangle will appear next to it. Last Update: 02/13/2014

  • 36 Can i run two versions of Justcloud on the same computer?

    Only one install of the application will work on a computer. Each time you try and install the application it will overwrite what is already installed.

    If you have a virtual machine though the app will install fine, the virtual will be seen on your Justcloud account as a completely separate, different device to the host computer. Last Update: 02/13/2014

  • 74 I have forgotten my password, how do I reset it?

    If you have forgotten your password please visit our forgotten password page here: http://www.Justcloud.com/forgotten-password

    We will email you a unique link where you can enter in a new password.

    If you are not able to locate your reset password email please check your SPAM and Junk folders before contacting us. Last Update: 02/20/2013

  • 43 How do I change my password?

    Once logged into the control panel, http://my.Justcloud.com, click 'My Account' up in the top right corner. This takes you to the admin settings for your account and in the top table you can amend your account password. You will be prompted to enter your existing password and confirm the new password twice. Last Update: 02/13/2014

  • 17 How do I know when new application updates are available?

    The Justcloud desktop software automatically detects updates, for the updates to take effect you just need to restart your computer.

    Also, on the control panel, http://my.Justcloud.com click on the MY DEVICES link in the left sidebar. Here you will see all of your account devices, if an app is out of date a warning triangle will be displayed.

    For major releases Justcloud will email you about the new features in the release and what else to expect. you can also keep up with us by following us on Twitter, Facebook or checking out our blog. Last Update: 02/13/2014

  • 30 How do I report a problem?

    If you find a problem/bug with Justcloud no matter how small it may be please email support@Justcloud.com

    If your suggestion leads to the resolution of a major bug we will do all we can to credit your account with a free years unlimited backup.

    Last Update: 02/20/2013

  • 59 I have been overcharged!

    From time to time we hear this enquiry from our customers. The order form displays the equivilant monthly price then immediately displays the term it is paid over next to it. in the case of 4.95 the term of 2 years upfront is immediately next to it, thus making it 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. We also understand that some customers are confused by this, we are of course happy to refund any users who feel they have been overcharged and will happily downgrade the account to monthly billing.

    The telephone support team is able to provide help with billing, unrecognized charges and renewal enquiries on UK - 0333 370 6520
    EU - 0044 844 445 7768
    US - 1-888-320-5483
    AU - 1800 072 780
    CA - 1-888-778-6107
    International - 001-888-320-5483
    or please contact billing@Justcloud.com Last Update: 02/20/2013

  • 89 I only wanted to pay monthly.

    We understand that sometimes users accidentally select the wrong payment plan.

    If you wish to convert your account to monthly billing, this is not a problem. We will happily refund you the difference and move you to a monthly plan.

    Simply email billing@Justcloud.com Last Update: 02/20/2013

  • 75 Can I backup more than one computer?

    Justcloud allows you to backup one computer per paid account. If you wish to purchase additional licenses we can offer these for only 29.95 a year per extra computer.

    You can however sync between as many computers as you wish for free by simply installing the application on your other computers. Last Update: 03/06/2014

  • 38 My computer appears twice on my account, why?

    Each time an install of the application is initiated and authenticated to your account a check is carried out to see if the computer is already on the account and has backed up previously.

    This check is based on a Windows serial number. So if you have backed up some files, then wiped your hard drive and reinstalled the application it will appear as though there are two devices on your account.

    This shouldn't be a problem though as you can re-assign your backup license to the newly listed device by visiting http://my.Justcloud.com and clicking MY DEVICES in the left sidebar. Here you will see a table listing all your devices, click the 'Add+' button next to the device you wish to move the license to. Last Update: 02/13/2014

  • 48 Can I talk to support?

    No technical support can be given over the phone. The telephone support team is able to provide help with billing, unrecognized charges and renewal enquiries.

    Call us on
    UK - 0333 370 6520
    EU - 0044 844 445 7768
    US - 1-888-320-5483
    AU - 1800 072 780
    CA - 1-888-778-6107
    International - 001-888-320-5483.

    If you are calling from Japan you will need to dial 0101- (US Number)

    If you are calling from Brazil you will need to dial the following.

    Brasil Telecom - 0014 (US Number)
    Telefonica – 0015 (US Number)
    Embratel – 0021 (US Number)
    Intelig - 0023 (US Number)
    Telemar – 0031 (US Number)


    If you require technical assistance please email support@Justcloud.com Last Update: 01/20/2014

  • 51 How do I unsubscribe from the mailing list?

    If you wish to to be removed from email communication's with Justcloud., Please add your email address to the end of this link and paste it into your browser: http://www.Justcloud.com/unsubscribe?email=

    Alternatively you can visit www.Justcloud.com/unsubscribe Last Update: 08/01/2013

  • 40 Is Justcloud FERPA, 1,HIPAA, 1,SAS 70, 1,IS0 9001, 1,ISO 27001 or Safe Harbor compliant?

    Justcloud is currently in the final stage of becoming complaint, as our status stands it reads, in progress.

    Justcloud unfortunately does not hold any of the additional certifications however we are working on them one at a time. We will update this page with any new certifications as we are awarded them. Last Update: 02/20/2013

  • 55 Why should I use Justcloud instead of an external hard drive?

    There are some dangers in using an external hard drive for backup which do not exist when using a cloud service:

    - Just like a primary hard drive, external drives can and will one day fail

    - Experts recommend backed up data should be kept a minimum of 250 metres away from the original data in case of fire or water damage

    - External hard drives can be stolen, not only meaning your back up will be gone but your sensitive data will be available to the thief!

    - External hard drives that don’t require an extra plug all drain laptop batteries, those that do need a plug socket are cumbersome to use on the move

    - Backing up to an external drive requires input from you, our software is automated and means your data is kept up to date in the cloud

    We maintain secure Google Cloud Storage data servers which cannot lose your data, your data is not only safe but also secure – it is encrypted and no one but you can access it. Last Update: 04/30/2013

  • 59 How do I backup emails from Outlook?

    The process varies depending on the version of Outlook you are using, however basically you need to locate the file path of where the files are stored.

    This can be done by right clicking on your Mailbox in outlook, this is normally the top level folder on the left hand side the the 'Mail Folders' file tree.

    There may be an option on the right click menu called 'Open File location' this will open the containing folder of your emails and mailbox folders.

    If this option is not on the menu you will need to click 'Properties' and then 'Advanced' it should display the Filename or File path of where the files are located.

    If you cannot locate the files please email support@Justcloud.com confirming the version of Outlook, or any other email client, and we will find out where the files are located for you. Last Update: 02/20/2013

  • 28 Is there a bandwidth limit?

    Not at all, we impose no bandwidth limit on our customers. Last Update: 02/20/2013

  • 67 Is there an Android App?

    Justcloud now has an app in the Google Play Store for Android. The app will work on all Android mobile phones and Android tablets . Last Update: 02/11/2013

  • 0 How do I view backed up pictures in thumbnail or gallery view?

    Once logged into the control panel http://my.Justcloud.com and viewing backed up files you will notice two display options in the top-right of the window. One option, list view, is the default view. However, there is also a thumbnail view - this will display thumbnails of image files - if you click on an image in this view you are taken to a gallery view of the image and can cycle through all the images in that folder. Last Update: 02/13/2014

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