Backblaze is an online backup and cloud storage service that allows users to securely store data and files remotely on Backblaze’s servers. They offer several different products including computer backup, cloud storage, and media storage for backing up photos, videos, and media files.
Backblaze provides multiple options for accessing customer support including:
- Self-service support site with guides and documentation
- Submitting support tickets via email
- Phone, chat and social media support
- Access to an online community forum
Backblaze aims to provide responsive and helpful customer service through whichever channel customers choose to reach out.
Backblaze Support Website
The main way to get support from Backblaze is through their support website at https://help.backblaze.com/. This contains their extensive knowledge base with guides, FAQs, and troubleshooting tips covering all of Backblaze’s products and services.
The support site allows you to browse articles by product, search for specific keywords, or submit a support ticket. The knowledge base covers everything from initial setup and configuration to advanced troubleshooting. It’s a great resource for common issues before reaching out to Backblaze support directly.
In addition to text articles, the support site also contains video tutorials showing how to use Backblaze products. The site is updated regularly with new content as Backblaze releases updates and new features.
Submitting a Support Ticket
The easiest way to contact Backblaze support is to submit a support ticket directly through their support site. This allows you to provide details on your issue and attach any relevant screenshots or files.
To submit a support ticket:
- Go to the Backblaze support page at https://help.backblaze.com/hc/en-us/requests/new
- Click on the “Submit a Request” button
- Sign in to your Backblaze account if prompted
- Select the appropriate category for your issue (e.g. Billing, Restores, etc)
- Enter a subject and description detailing your issue
- Attach any relevant files, screenshots or logs
- Click “Submit” to send your ticket to Backblaze support
After submitting your ticket, you will receive a confirmation email with a case number for reference. A Backblaze support representative will respond to your ticket within 1 business day.
Backblaze Support Email
The main way to contact Backblaze support is via email. Backblaze’s support email address is [email protected]. This email goes directly to Backblaze’s support team who are available 24/7 to assist customers.
According to UpDownReport, Backblaze aims to respond to all support inquiries within 4 hours or less. Sending an email to [email protected] will create a support ticket that their team can use to look up your account, review your issue, and respond back with troubleshooting help or a resolution.
Backblaze recommends sending support emails from the email address associated with your Backblaze account. That way they can easily find your account information and provide faster support. Make sure to include relevant details like your Backblaze account email, issue description, and any error messages you are receiving.
Overall, emailing [email protected] is the most direct way to get help from Backblaze’s customer support team. They work quickly to respond to all inquiries and resolve any issues Backblaze users are experiencing.
Backblaze Support Phone Number
Backblaze’s support phone number is 1-866-430-BLZE (2593). This phone number is available 24/7 and connects you directly to a Backblaze support representative.
According to Backblaze’s contact page, their support phone line is open 24 hours a day, 7 days a week. You can call at any time to speak directly with a knowledgeable support representative about any issues or questions related to your Backblaze account.
Backblaze aims to provide exceptional customer service over the phone. Support representatives are able to help with account login, backups, restoring files, payments and billing, uninstalling the app, and any other technical or account-related issues.
Backblaze Chat Support
Backblaze offers live chat support to instantly connect with a support representative. The chat feature allows you to get real-time assistance with any issues or questions you may have about Backblaze products and services. According to one review, the live chat is one of the most helpful support options because you can ask follow-up questions and get answers right away.
To access the Backblaze live chat, go to the Backblaze support page and click on the chat icon in the bottom right corner. You will be prompted to enter your name, email address, and issue summary. A support agent will then join the chat to help troubleshoot your problem or inquire about Backblaze offerings.
The Backblaze live chat is available 24/7, with typical response times under a minute during business hours. Chat sessions are saved so you can review the transcript later if needed. The chat also has file sharing capabilities to send screenshots or diagnostic information to the agent. Overall, the Backblaze live chat provides a quick and effective way to get personalized support.
Backblaze Community Forum
Backblaze has an active community forum where users can get help and support from other Backblaze customers, partners, and Backblaze employees. The forum covers topics like getting started with Backblaze, troubleshooting issues, sharing feedback, and more.
To use the Backblaze Community Forum for help:
- Go to https://forum.backblazedemos.xyz/latest and either browse topics or use the search bar to find discussions related to your issue.
- Register for an account if you don’t already have one. Registration is free.
- Once registered and logged in, you can create a new topic to ask a question. Be sure to include details like your Backblaze product, relevant error messages, and steps you’ve already tried.
- Alternatively, you can reply to an existing topic if you see one that’s similar to your issue.
- The community is monitored by Backblaze employees who will assist where they can. You can also get help from other knowledgeable members.
The forum contains lots of helpful information and solutions already, so be sure to search thoroughly before posting. But don’t hesitate to start a new topic if you can’t find what you need. The Backblaze community is there to help.
Backblaze Social Media Support
Backblaze maintains an active presence on social media, especially Twitter, that customers can leverage to get help and support. Backblaze’s Twitter handle is @backblaze where they frequently respond to customer questions and issues.
According to their Twitter profile, Backblaze’s social team monitors Twitter 24/7 to provide quick assistance. Customers can tweet @backblaze to get help with account issues, ask questions about Backblaze’s products and services, or receive tech support.
Backblaze also suggests customers follow them on Twitter to stay up-to-date on new features, software updates, company news, and other announcements. Their Twitter feed provides helpful tips and guides for using their backup services.
While phone and email are likely better for resolving complex issues, Backblaze’s Twitter support delivers fast, public responses for common questions. Tweeting @backblaze is a convenient way to get quick help without waiting on hold or for an email reply.
International Support
Backblaze provides worldwide support for customers outside of the United States. However, there are some limitations due to U.S. trade laws that restrict Backblaze’s services in certain countries like Iran, Libya, Rwanda, Sudan and South Sudan (source).
For customers in the European Economic Area, United Kingdom, and Switzerland, Backblaze complies with GDPR data privacy regulations. Backblaze has a dedicated Privacy Notice outlining how they handle data for these customers.
International customers outside of restricted countries have full access to Backblaze’s support options including phone, email, chat, forums, and social media. Support is provided in English, so non-native English speakers may experience slower response times. Backblaze aims to provide timely, quality support to all customers globally.
Backblaze Support Response Times
Backblaze aims to provide timely and helpful support to all of its customers. The expected response times vary depending on the contact method used.
For email support tickets submitted through the Backblaze help page, the target response time is within 1 business day or 4 business hours. Backblaze support monitors emails daily from 9 AM to 5 PM Pacific Time.
Chat support is available directly through the Backblaze help page during business hours from 9 AM to 12 PM and 1 PM to 5 PM Pacific Time, Monday through Friday. Chat provides real-time responses to issues.
Phone support is available by calling +1 (888) 262-5365. Wait times may vary depending on call volume.
For urgent issues, Backblaze recommends contacting support through phone or chat for the fastest response. For less time-sensitive questions, email tickets allow support to thoroughly research the issue and provide detailed steps to resolve it.