What are my options when I need to contact support?
As mentioned in the October webinar, there are a number of support options available should you have questions about your account, need help with the Mozy software or have questions about a restore. Whether you prefer finding the information yourself or would prefer to have direct help from a support technician, we have a support option for you!
The Mozy community forum is available to all customers and is the preferred method of contact for MozyHome Free customers. All moderators are Mozy technicians and can help answer any questions you may have about your account, backup or restores. Use the links below to register in the community, post a new question or reply to an existing post created by other Mozy customers.
Enter in the following information: For Device, select the computer that is impacted by the issue In the Case Reason drop-down box, select the reason In the Subject text box enter the issue for the case Enter details of the issue in the Description box
When finished, click Submit
In a circumstance where you are unable to access an old email address, or any other issue that prevents you from accessing your account, feel free to use the Account Retrieval Form to create a case with support instead. A support agent will help update the email address on your account, or help you locate the email address your account was originally created under.
Live Chat support is available 24 x 7 for MozyHome paid accounts, MozyPro, Resellers, OEM and MozyEnterprise accounts.
On the right under Contact Support, click on the option Chat
Click Start Chat
Fill out the session form, and click Submit to begin chatting with a support agent
Phone support is available to MozyPro, MozyEnterprise, OEM and Reseller customers. When calling, make sure you are ready to enter in your 9 digit Support ID.
Support can be reached at the numbers below and is available 24 X 7:
USA - 866.789.6699 UK - 0808 234 3567 Ireland - 1800 303249 France - 0800 915123 Germany - 0800 1802517
Note - 866.789.6699 works from all around the world with the country code +1.
Another option which some customers prefer, is to reach out to support via social media. Mozy has two Twitter accounts and one Facebook page. I would personally recommend reaching out to Mozy via the Mozy Support Twitter page.
Note - The social media channels are monitored Monday- Friday from 9AM to 5PM (MST).
Please let us know if you have any questions or feedback by posting a comment below. Should you have trouble accessing support, feel free to leave your support question below. You can post a comment without registering in the community, however it will be easier to contact you through a private message if you are registered.