I needed to ask a couple of questions before I restored my system. I was afraid by restoring it would change the Carbonite files and I wanted to see if they could shut off the sync. I had forgotten my password and their system made it impossible for me to reset. I called their customer service number. It rang multiple times and then a computerized voice answered, asking me to leave my number. At one time this company was a good one but it plainly stinks right now. User's recommendation: Stay away from this company.