WHAT DO I DO IF I LOSE MY PASSWORD?
Make sure you're entering the correct email address. If you have the SpiderOak program open on any computer, you can see your email at the very top of the window. Be sure that you are entering your email exactly as you see it here, with the same capitalization, or it will not be accepted.
- If you have SpiderOak now running on a computer, or if you can launch SpiderOak without entering a password, then you can reset your password from that computer. Open SpiderOak, and click on the Account menu item. The Account window will open. Click on the edit button next to your email and password, and there you will be able to change your password and set an optional password hint.
- If you created a password hint for your account, you can have that hint sent to your email address of record by entering your email in our password hint retrieval form. To make things harder for the bad guys, if you make any mistake in entering your email, no error message will be shown. If you do not receive the password hint email, check your spam or junk folder.
WHAT HAPPENS WHEN WE CLOSE YOUR ACCOUNT, IS MY DATA PURGED?
When an account is closed, SpiderOak does not immediately purge the data in your account in case a document is needed for recovery. Our standard policy is to keep the data for a period of seven days, but this can be longer or shorter depending on capacity. If you need to access a file after deleting your SpiderOak account, contact SpiderOak Support immediately.
WHAT IF MY COMPUTER IS LOST OR STOLEN?
First, cut off the device's access to SpiderOak by de-authorizing it. De-authorizing prevents the computer from any access to your account. The thief would have to reinstall SpiderOak and know both your email and password to regain access to your account.
To de-authorize a device, log in to your SpiderOak account on our website, click on the Account tab, then on Manage Devices, then click De-authorize device. A de-authorized device remains visible in the SpiderOak application and in your account on our website, because should you recover your laptop you can reauthorize it later.
Once this device is de-authorized, you can download any saved data from the machine at leisure. The de-authorized computer will not be able to login to your account, but all your files will remain secure on our servers.
After you’ve downloaded any data you need from the de-authorized device, you can purge the device from your account. Purge eliminates the device from your account along with SpiderOak's copy of any files that are stored only on that device, potentially freeing space in your account. To purge a device, in the SpiderOak application on your computer, open the View tab, select the device to purge, and press the Remove button.
WHERE IS YOUR DATACENTER LOCATIONS AND/OR REDUNDANT STORAGE?
SpiderOak datacenters are located in the Midwestern United States. Our datacenters have complete security and redundancy to ensure your data is protected from external and internal threats.
WHAT HAPPENS IF SPIDEROAK GETS SOLD OR GOES OUT OF BUSINESS?