Troubleshooting Common Backup Issues
General, independent guidance for common backup, sign-in, and restore issues, including NAS and business-account topics. For account-specific problems, contact official support.
Backup won't start
Check that the app is running and signed in, confirm you haven't hit a storage limit, and make sure the selected folders still exist at their original location.
Trouble signing in
Double-check your email and password, confirm caps lock is off, and try an official password reset if needed. Make sure your device's date and time are set correctly, since that can affect secure sign-in.
Backup is very slow
Upload speed is usually limited by your internet connection rather than the software itself. Try pausing other bandwidth-heavy activity during a backup, or check if the app has a bandwidth-throttling setting you can adjust.
Can't find an older file version
Most backup services keep a version history separate from the main file browser — look for a 'versions,' 'history,' or 'timeline' option when browsing a specific file rather than the general folder view.
A device isn't showing up in the account
Confirm the backup app is installed and signed in to the same account on that device, and that it has completed at least one backup job.
Storage limit reached
Check your account's storage usage in settings; you may need to remove old backup jobs, adjust what's included, or upgrade to a larger plan.
NAS device won't connect for backup
Confirm the NAS is on the same network as expected, check for a required dedicated app on the NAS itself, and verify network/firewall settings aren't blocking the connection.
Disk image backup fails partway through
Large disk images can fail due to insufficient free space at the destination, a connection interruption, or a drive with bad sectors; check available space and try a wired connection if using Wi-Fi.
Billing or renewal questions
Check your account's billing section for your current plan and next renewal date. For disputes or refund questions, contact official support directly rather than a third party.
Restore is taking a long time
Restoring a large amount of data can take a while depending on your connection speed. Some providers also offer a physical-media restore option for very large restores, which can be faster than downloading everything.
Mobile backup only runs when the app is open
Some mobile operating systems restrict background app activity by default; check your phone's battery optimization or background-refresh settings for the backup app specifically.
Business account: a team member can't access shared storage
Confirm the team member's permissions were actually granted in the admin dashboard, and that they're signed in with the correct account rather than a personal one.
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