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FAQs

Everything you need to know about getting started, protecting your data with No-Knowledge encryption, backing up and restoring files, syncing and sharing securely, and managing your account with confidence.

Getting started

What is SpiderOakONE and how is it different from a typical cloud drive?

SpiderOakONE is a privacy-first backup service with built-in sync and sharing. Unlike a “dump-it-in-our-cloud” drive, your data is end-to-end encrypted before it leaves your device and stays that way—so we can’t read your files, filenames, or metadata. You get unlimited devices, version history, and point-in-time recovery for when life (or ransomware) happens.

How do I install and set up backup on my first device?

Download SpiderOakONE for Windows, macOS, or Linux, sign in, then choose the folders you care about—documents, photos, projects, the works. Click Start Backup and you’re off. Sensible defaults avoid temp files and caches, and you can fine-tune schedules, bandwidth, and exclusions anytime. No special “magic folder” required.

Can I restore to a new or different computer?

Absolutely. Install SpiderOakONE on the new machine, sign in, and restore any file, any version, from any device in your account. Choose a time snapshot (e.g., pre-incident), restore to original paths or a new location, and get back to work. No original device required, no drama.

What happens during the 21-day free trial? Are there feature limits?

You get the full product—backup, sync, Share Rooms, historical versions, and point-in-time restores. No demo shackles. When the trial ends you pick a plan; if you don’t, backups stop and stored data follows our standard retention/deletion policy. (We’ll nudge you before anything disappears. We’re privacy nerds, not villains.)

Can I back up specific folders only, or my entire computer?

Both. Pick a few folders, your whole user profile, or everything short of the operating system. Add exclusion rules for big caches, VMs, or anything else that doesn’t deserve immortality. It’s your data—curate away.

Security & privacy
(No-Knowledge E2E)

What does “No Knowledge” mean in practice?

It means we can’t read your stuff—even if we wanted to. Your files are encrypted on your device before upload, and the keys never leave your control. Our servers store only ciphertext. Support can help you use the product, but we can’t peek at your content, filenames, or folder structure. That’s the deal.

What encryption is used and where is it applied (on device, in transit, at rest)?

On device: Your data is encrypted before it ever leaves your machine (per-file/per-version keys). In transit: Connections to our service are protected with modern TLS. At rest: We store only encrypted blobs; there’s no server-side decryption path. Bottom line: encryption at every stage, with keys held by you—not us. (Yes, that’s the point.)

How do you handle subpoenas or legal requests for customer data?

We require valid legal process. Because of No Knowledge encryption, the only thing we can produce is encrypted data plus limited account metadata (e.g., billing records, access logs) if compelled. We cannot decrypt your files. Where allowed, we aim to notify affected customers.

Can SpiderOak read my files, filenames, folder names, or metadata?

Files, filenames, and folder names: no. They’re encrypted client-side. Operational breadcrumbs: we keep the minimum needed to run the service—think subscription status, storage totals, timestamps, and basic logs (e.g., IPs for security). No content scanning, no keyword indexing, no “surprise, we trained a model on your files.”

What happens if I forget my password—can SpiderOakONE recover my data?

Short answer: no. With No Knowledge encryption, we don’t have your keys, so we can’t unlock your vault. If you still have at least one logged-in device, you can change your password from that device (it has the keys). If you’ve lost the password and have no signed-in devices, you can reset the account—but previously stored data will remain unreadable and is purged per policy. Write your password down like it actually matters… because it does.

Do you ever analyze, scan, or train AI models on customer data?

No. We don’t mine your content, we don’t scan it for adtech, and we don’t train AI on it. Your data is for you, not for our models or anyone else’s.

Backup & recovery

How does point-in-time recovery work for ransomware or accidental deletion?

Pick a date/time snapshot from before the incident and restore folders or files as they existed then. It’s designed to roll you back to a clean state after ransomware overwrites or deletions—without needing the original device.

Can I restore an entire folder tree or just individual files?

Both. Restore a whole folder hierarchy or a hand-picked set of files from a chosen point in time.

Can I back up external or removable drives? What about network shares/NAS?

Yes—external drives and other removable media are supported. NAS/network shares can be backed up when mounted on a computer running SpiderOakONE (they’re treated as removable volumes).

Are there file type or size limits (VM images, Lightroom catalogs, large video)?

No hard cap on file size for backup/sync/share, but we recommend keeping individual backup files ≲ 10 GB, and sync/share/Hive files ≲ 3 GB for smooth performance. (Yes, you can back up big binaries like VMs; just be kind to your bandwidth.) Please note that files that are actual databases are not recommended to be backed up while they are in live use. QuickBooks files and other types of database wrappers should be exported before they are backed up.

How far back can I roll my files? What’s the version history/retention policy?

SpiderOakONE keeps historical versions by design (no fixed cap). You can prune versions whenever you like—including with a CLI policy if you want to age out old versions. Deleted files move to the Deleted Items bin and aren’t auto-purged. (They still count toward your storage until you remove them.)

Will backups keep working if my computer is asleep or offline?

If the machine sleeps or you’re offline, uploads simply pause; they resume automatically when the app can reach the network again. You can also schedule windows for backup activity (and even run tasks while logged out on supported platforms).

What happens if an external drive is disconnected for a while—are files purged?

When a backed-up item disappears locally (e.g., the drive is unplugged), its backup is moved to the Deleted Items bin for that device—not erased. It stays there until you remove it. Reconnect and re-select it to make it “live” again (dedup prevents full re-upload).

Do you support block-level/incremental backups to speed uploads?

Yes. SpiderOakONE uses compression and block-level deduplication across devices—only changed blocks are uploaded, and duplicates don’t cost extra space. That’s why deep version history is practical.

Sync & sharing

What’s the difference between backup, sync, and Share Rooms?

Backup: Versioned, point-in-time copies of whatever folders you select. Not a two-way mirror; it’s your safety net. Sync: Keeps folders in step across your devices. Use the simple Hive folder (Dropbox-style), or create custom syncs that link any folders on any machines. Share Rooms / single-file links: Read-only sharing for people outside your account—no client required. Single-file links auto-expire; Share Rooms are for ongoing access.

Are Share Rooms and expiring links end-to-end encrypted for recipients?

Important nuance: regular backup/sync stays No Knowledge. Share Rooms are different by design: their contents are temporarily stored in plaintext on our servers to enable web access, so they are not No Knowledge while shared (you can password-protect the room). Single-file links are temporary downloads (auto-expire) and are not password-protected.

Is there bandwidth throttling or scheduling for sync and backup jobs?

Yes. You can limit bandwidth in Preferences → Network, schedule when uploads run, and pause/resume with one click. We don’t impose download caps when you access your own data.

Do I need to move files into a special “sync” folder, or can I pick any folder?

You’ve got both options. Hive is the built-in “magic folder.” Prefer to keep your current structure? Create a Sync that makes any folder behave like Hive—no moving/renaming required.

Can I password-protect shared links and set expirations or download limits?

Single-file links: expire automatically after 3 days; no password option. Share Rooms: password-protectable; you can disable/delete the room anytime to revoke access. (Room content isn’t No Knowledge while shared—see above.)

Devices, platforms & performance

How many devices can I use with one account? Any fair-use limits?

Unlimited devices. Install SpiderOakONE on every computer you own. Storage is pooled across devices under your plan. We don’t cap device count; we reserve the right to curb obvious abuse (the “500 lab VMs on a personal plan” situation).

Is there a mobile app for iOS/Android to view or fetch files?

No, we don’t provide mobile apps. You can access your backed-up files by logging into the website from your mobile device.

How do you optimize performance on slow or metered connections?

SpiderOakONE uses block-level deduplication and compression so only changed chunks move. You can throttle bandwidth, schedule windows for heavy lifting, and pause/resume jobs without losing progress. It’s polite to your link—and your roommate’s Netflix.

Which operating systems are supported (Windows, macOS, Linux)? Any minimum versions?

We ship native desktop apps for Windows, macOS, and Linux. Current mainstream versions are supported, including Apple Silicon on macOS. Popular Linux distros (Ubuntu/Debian/Fedora and friends) work out of the box. If you’re on something exotic, our CLI/headless build usually has your back.

Does SpiderOakONE offer a command-line or headless mode for servers?

Yes. There’s a CLI/headless mode that runs happily on servers and minimal Linux installs. Automate with shell scripts, systemd, or cron; same No Knowledge encryption, just fewer pixels.

Can I prioritize certain folders or exclude caches/system files?

Absolutely. Pick exactly what to protect and use exclusion rules (by folder or pattern) for noise like caches and temp files. We ship with sane defaults that skip common system junk; you can tighten or loosen as needed.

Storage & limits

Is storage pooled across all my devices?

Yes. Your plan’s storage is one shared pool across every device on your account. Historical versions and items in Deleted Items count toward that total until you prune or purge them.

Do you deduplicate data across devices? Does that affect privacy?

Yes—SpiderOakONE uses block-level deduplication so identical chunks aren’t re-uploaded or re-stored multiple times within your account. This happens client-side with cryptographic hashing; the server only ever sees encrypted blobs. We don’t dedupe across different customers, and we don’t scan your content to do it. Privacy stays intact.

What happens if I hit my storage limit—do backups pause or fail gracefully?

New uploads pause gracefully. Existing backups and restores still work; we just stop adding new data until there’s room. Free up space (purge Deleted Items, trim older versions, exclude noisy folders) or upgrade your plan and backups resume automatically.

Can I upgrade/downgrade plans without losing version history?

Upgrading: instant headroom; nothing is deleted. Downgrading: we won’t auto-delete your data. If your usage is over the new quota, backups pause until you prune versions/Deleted Items or re-upgrade. Your version history remains as long as it fits within your plan’s storage.

Plans, billing & licensing

What plans are available and what’s included (backup, sync, share, versions)?

All plans include backup, sync, Share Rooms / expiring links, historical versions, and unlimited devices across Windows, macOS, and Linux. Start with a 21-day free trial; pick the storage size that fits your data. Features don’t change by tier—capacity does.

Can I use SpiderOakONE for a small business?

Yes. Plenty of small businesses use SpiderOakONE for No Knowledge backup on workstations and laptops. You can use Share Rooms for read-only distribution to clients or colleagues. If you need centralized billing for multiple users, we can accommodate.

Do prices include taxes/VAT? Which payment methods are accepted?

Taxes/VAT are applied where required and shown at checkout. We accept major credit/debit cards; additional methods (e.g., corporate cards or regional options) may be available depending on your location. For multi-seat business purchases, contact us for invoicing.

Do you offer annual discounts, family plans, or team plans?

Annual: Yes—pay annually and save versus month-to-month. Family plans: SpiderOakONE is per user with unlimited devices. If you want distinct vaults for different people (recommended), create separate accounts. Teams: Many small teams use SpiderOakONE. For multiple seats under one payer and simple procurement, we can help—reach out and we’ll sort billing.

What is your refund policy? What happens to my data if I cancel?

Use the free trial to make sure SpiderOakONE fits. After purchase, subscriptions renew until you cancel; the current term is generally non-refundable (local laws may grant additional rights). When you cancel, backups stop and your stored data is scheduled for deletion after a grace period. We’ll remind you so you can download or purge before anything is gone.

Data location, reliability & operations

Where is my data stored geographically? Is there geo-redundancy?

Your encrypted data is stored in SpiderOak datacenters in the Midwestern United States. Those facilities are built for security and redundancy; your data is stored only as ciphertext, and keys never leave your devices.

Do you have an incident status page or transparency reports?

We announce maintenance/incidents on our Support Center and post operational updates on our support account on X and LinkedIn. Release notes for SpiderOakONE are also public. (Short version: we tell you what’s happening, and when.)

What is your durability and availability profile?

We don’t publish a numeric consumer SLA on the homepage. Practically: storage is redundant in our U.S. facilities, the service is designed to resume cleanly after maintenance/outages, and your historical versions remain intact because they’re separate, content-addressed objects. For visibility, we post maintenance/outage notices and release notes publicly.

How do software updates roll out—do I need to do anything?

You’ll see in-app update notifications (added in v7.5.0). You can also pull the latest installers from the download page anytime and compare versions against our release notes (we publish hashes, too).

Migration & comparisons

How do I migrate from another backup provider (Backblaze, iDrive, Arq, Time Machine)?

The safest path is a parallel run: 1. Install SpiderOakONE on your devices and select the folders you actually care about (skip caches/temp). 2. Let the first full backup finish. Use bandwidth limits/scheduling if needed. 3. Test a restore (pick a folder → restore to a new location → open files). Trust, but verify. 4. Cut over once you’re satisfied, then cancel the old service. Notes by provider: Backblaze / iDrive: no export needed—start fresh; SpiderOakONE versions kick in as you go. Arq: treat it like any other migration; there’s no “import the old vault” step. Time Machine: great as your local backup. Keep it if you like; use SpiderOakONE for off-site, No Knowledge protection.

Do you offer import tools or seeding/expedited restore services?

We don’t offer physical drive-seeding or courier restore. For very large datasets, run the initial backup overnight/on weekends, throttle as needed, and consider prioritizing critical folders first. Restores are resumable; the CLI is happy to automate the heavy lifting.

Can SpiderOakONE replace Dropbox/Google Drive/iCloud for my workflow?

If your workflow is “I need my files on all my machines,” yes—use Hive or custom syncs. If your workflow is “live document co-editing, shared calendars, and web editors,” those suites still do collaboration better. SpiderOakONE is backup-first with private sync and read-only sharing; it’s not a groupware platform (by design).

Account management & support

How do I change my password or rotate encryption keys safely?

From any signed-in desktop, change your account password in settings. Your credentials and local keyset are re-protected—no re-upload of your data is required. Because SpiderOakONE is No Knowledge, if you lose the password and have no signed-in devices, we can’t recover your data. Use a long passphrase, enable 2FA, and store it in a password manager. (Future-you will send past-you a thank-you note.)

How do I see what’s backed up and verify integrity?

Browse your backup tree by device → folder → version in the app (or via web/CLI). For peace of mind, do a spot-restore to a temporary location and open the files. SpiderOakONE uses cryptographic hashing on chunks, so restores are verified as they’re reconstructed.

How do I add/remove devices? What happens to data from de-registered devices?

Add: install SpiderOakONE, sign in, pick folders—done. Remove: de-authorize the device. Its backup set stays in your account as an archive under that device name until you choose to purge it. Nothing new uploads from that device, but you can still restore from its history.

What support channels do you offer and what are your support hours?

You’ll find docs and release notes in our Help Center, and you can reach a human via email/ticket for account or technical help. We work during standard U.S. business hours, with monitoring for critical service issues. If you need specific SLAs or a named contact, tell us about your use case and we’ll route you appropriately.

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