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Top Questions

  • 79 I have an unrecognized or unauthorized charge. Justcloud-cc.com.

    If you have a charge from Justcloud-cc.com 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 unrecognised@Justcloud.com or, if you would prefer, you can call us on:

    UK - 0844 445 7768
    EU - 0044 844 445 7768
    US - 1-888-320-5483
    AU - 1800 072 780
    CA - 1-888-778-6107
    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: 01/27/2014

  • 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.

    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

  • 183 How do I restore my files?

    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:

    1) On a desktop app, click the restore button – this will allow you to select where on your computer you would like the restore to go – here you can restore multiple or all files so it may take some time, depending on how much you have backed up. Files and folders will be restored in the exact same structure they were backed up in. You can install the app on any computer you wish and restore backed up files at no extra cost.

    2) If you would like to restore an individual file or only a few – Login to your online account 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.

    3) We also support FTP download of files and folders. If you have an FTP client (such as free app FileZilla) you can easily add your backup account and access your data.

    FTP Host: ftp.Justcloud.com
    Port: 21
    Username: Your account email address
    Password: Your account password Last Update: 02/13/2014

  • 61 How do I update my credit card?

    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, 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 billing@Justcloud.com. Last Update: 02/13/2014

  • 105 I chose the wrong plan

    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 billing@Justcloud.com or call us on:
    UK - 0844 445 7768
    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: 02/13/2014

  • 90 Missing files

    If you appear to be missing files on your online account, you may need to check that the files you wish to backup have been selected manually. To do this, simply click Backup Settings on your application. Once clicked, select the Tab called File Selection. Then select "Manual Selection" - This will pop a window, where you are able to see what files have already been selected as well as selecting new files to backup.

    Once complete, simply click OK, followed by apply.

    Then Simply go back to the App and select - Backup, this should now backup the files that have just been selected in addition to ones that were already selected. Last Update: 03/06/2014

  • 105 I think my backup has stalled

    When the application is processing a large file it can appear as if the software has stalled. Depending on the size of the file and your internet connection it could take up to a day to backup one file. If two large files are backed up in succession the progress could only show a couple of files over a 48 hour period. This is normal, please do not be alarmed.

    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 progress bars will take. Little or slow movement generally suggests a large file is being processed.

    Please also note users backing up large amounts of data will have their file processing times lengthened rather than any bandwidth being restricted. Last Update: 05/13/2013

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

    Once logged into the control panel http://my.Justcloud.com 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: 02/13/2014

  • 221 I have paid but my account is telling me to upgrade.

    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 orders@Justcloud.com

    It can take up to 2 hours for an order to process, your patience is greatly appreciated. Last Update: 01/25/2014

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