SugarSync Review

SugarSync has been around for a while, carving out a niche for itself by offering some unique functionality that you’ll have to look a long time for with other cloud storage providers. That said, it’s also very expensive, so keep reading our SugarSync review to find out if it’s worth it.

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Starts from $ 625 per month for 100 GB
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SugarSync is a cloud storage service from the U.S. that launched in 2009. We would expect it to be a polished service, given the years it has behind it, but SugarSync is near the bottom of our review rankings. If you want to learn how SugarSync stacks up against the best cloud storage services, stick with us for this full SugarSync review.

Key Takeaways:

  • SugarSync’s main selling point is that it lets you instantly access files synced across all your devices without having to wait for them to fully upload.
  • SugarSync is an incredibly expensive cloud service, as it offers very little storage with a high price tag.
  • It features strong security but doesn’t come with any privacy protections like zero-knowledge encryption.

SugarSync has an attractive desktop app, decent versioning capabilities and the ability to instantly stream data between SugarSync apps. However, a lack of features, a clunky web interface, expensive pricing plans and a lack of zero-knowledge encryption overshadows them.

When you put all this together, you get a very niche cloud storage provider that will only be worth it for a small number of users. If being able to stream data directly between multiple devices isn’t that important to you, you’ll want to check out the five best SugarSync alternatives instead to find something that gives you more bang for your buck.

  • 08/29/2021

    Updated review with new features, added new images.

  • SugarSync lets you store files online securely but not necessarily privately. There’s no zero-knowledge encryption, and the privacy policy is concerning, to say the least. This makes it similar to services like Microsoft OneDrive, Google Drive and Dropbox in this regard.

  • Roughly a year before J2 Global acquired it in March 2015, SugarSync discontinued its free accounts and automatically signed some users up for a paid account. The company promptly deleted accounts on the spot that couldn’t automatically renew, which caused some users to lose access to files.

  • If you didn’t install SugarSync yourself, chances are that it came preinstalled with your operating system by your device manufacturer, which is the case with some Samsung and Lenovo devices.

  • You can’t use SugarSync to perform a full online backup of your mobile devices, but you can set it up to automatically upload photos and videos.

Alternatives for SugarSync

Strengths & Weaknesses

Pros:

  • Attractive desktop app
  • Stream files directly between devices
  • Protected folders

Cons:

  • Clunky web client
  • Not zero-knowledge
  • Incredibly expensive

Features

70 % – Decent

Like many online storage services, SugarSync lets you sync and share your files and folders across devices, including smartphones. It also supports network-attached storage devices. To use it, though, you have to subscribe to one of SugarSync’s business plans, run Windows and map a network drive.

SugarSync’s most unique feature is its ability to stream files directly between your devices without having to wait for them to upload to the servers, but we’ll touch on this more in the “file sharing and syncing” round later on. What this also means is that you can play or preview files directly from the SugarSync app, saving you the hassle of downloading the file first.

Not only does this let you preview documents, but it also lets you play audio and video files through an integrated media player on Android and iOS, which is a nice touch.

mobile apps media player
You can play video files on your phone the moment you place them in your SugarSync folder on another device.

SugarSync also comes with selective sync, so you get complete control over exactly what files you want to sync with the cloud. Unfortunately it doesn’t use a block-level algorithm, which means you might waste some time and bandwidth whenever you upload files.

integrations line sugarsync
SugarSync integrates with a lot of different apps, but most aren’t particularly useful.

SugarSync integrates with many third-party apps, including Zapier, Xendo, Genius Scan and more. That said, it’s not a viable choice for collaboration because it doesn’t work with Microsoft Office Online or Google Docs. For services that do, read our best cloud storage for collaboration article. Google Drive is our pick for personal users, and you can read our Google Drive review to see why.

Versioning and Deleted Files

File versioning lets you keep and restore previous versions of files. It’s useful when you make an unwanted file change and want to revert it or undo the damage done by ransomware. Hackers use ransomware to encrypt your files and demand payment to unlock them, but you can avoid having to pay by reverting files to a previous state with versioning.

file versioning
SugarSync’s versioning stores up to five past versions of your files.

SugarSync’s versioning lets you keep and restore five previous versions of files. If that isn’t enough for you, it lets you create a protected folder that keeps the last 12 versions of files in it. You can choose to save versions on every day, three days, seven days, 14 days and monthly. However, note that protected folders will consume storage space for each saved copy.

SugarSync will also retain deleted items for 30 days, which lets you restore anything accidentally deleted.

SugarSync Features Overview

Sync
Sync Folder
Block-Level Sync
Selective Sync
Bandwidth management
Sync Any Folder
File Sharing
File Link Sharing
Link Passwords
Link Expiry Dates
Folder Sharing
Folder Permissions
Link Download Limits
Upload Links
Productivity
File Previews
Edit Files
In-App Collaboration
Office Online
Google Docs
Notes App
Media Playback
Mobile Apps
Deleted File Retention
Versioning
WebDAV
Security
At-Rest Encryption
In-Transit Encryption
Encryption ProtocolAES 256-bit
Zero Knowledge
Two-Factor Authentication
Server LocationUS
Support
24/7 Support
Live Chat Support
Telephone Support
Email Support
User Forum
Knowledgebase
Misc
Free Plan

Pricing

10 % – Terrible

SugarSync is really expensive, so it didn’t make our best deals in cloud storage list. In fact, it offers worse prices than Dropbox, making it one of the lowest-value services on the market when comparing dollars to gigabytes.

The individual plans have the same features but differ in the amount of storage offered. The first plan is $7.49 a month, but it only comes with a meager 100GB storage limit. Next is a plan that provides 250GB of storage for $9.99 a month. The 500GB plan doesn’t offer better value either, as it costs a whopping $18.95 per month. 

By comparison, a yearly subscription to MEGA (read our MEGA review) would run you about $19 and get you 8TB of storage, 16 times what you get with SugarSync. That said, it gets a bit cheaper if you opt for a yearly subscription instead, which brings down the prices to $74.99 per year for 100GB, $99.99 per year for 250GB and $189.50 per year for 500GB.

SugarSync Discount and Free Trial

SugarSync also offers a 20 percent discount for your first year. If you take advantage of the offer, it brings the price for the three plans down to $59.99, $79.99 and $151.60, respectively. That’s still incredibly expensive, but a bit better at least. 

If putting this much money on the table seems risky, you can test the service using its 30-day free trial on any personal plan. Unfortunately there’s no free plan, so 30 days of testing is all you’ll get.

Business Plan

Aside from the personal plans, there’s also a Business 1TB plan that follows the SugarSync pricing pattern of being ridiculously expensive. It’s $55 per month and lets you provision up to three users. Compare this to Sync.com (read our Sync.com review), which gives you 1TB of storage for $5 per user per month if you get a business account. 

SugarSync’s small business plan also gives you access to an admin control center and the ability to remotely wipe your users’ sync folders. There’s also a Business Custom plan that has the same features but lets you have more than 10 users and custom storage space. You have to contact support to get a storage and pricing quote for this plan, though.

Ease of Use

60 % – Fair

Services sometimes have a complex user experience that turns users away. That’s not the case with SugarSync overall, as its desktop and mobile apps are well-designed, but its web client needs work.

web client
SugarSync’s web app looks terrible and is unpleasant to use.

The web client is functional but feels outdated because its design is drab, and the app makes you go through more steps to complete simple file operations than many services do. For example, drag-and-drop works in a strange manner when uploading to folders because you need to drag the file over to the name of the current folder to upload it instead of just dropping it anywhere in it.

You can navigate the app using the menu at the top, but the pages load slowly. The button in the top-right lets you access and tweak your account settings, and next to it is a search bar that lets you search by file name.

sugarsync desktop app
Unlike its web client, SugarSync’s desktop interface is well-designed and easy to use.

SugarSync Desktop App

The desktop client, on the other hand, is more attractive and easier to use. It works on Windows and macOS. For services that support Linux, consult our best cloud storage for Linux guide. The desktop app consists of a dedicated client and a central folder. Once you’ve got SugarSync installed, the “my SugarSync” folder, which is your default cloud folder, is placed in the “documents” folder.

The interface is clear and simple to navigate using the menu on the left. Different colors make good contrasts, so it’s easy to spot what you want. Once you go into the folders, you can use the breadcrumb navigation similar to your operating system’s file explorers to go back. The top-right corner lets you access your account, while the top-left one holds the app menu.

mobile file syncing
SugarSync is also pleasant to use on mobile.

The mobile app doesn’t disappoint, either. It’s easy to use and gives you the option to automatically backup your photos and videos. Plus, it also lets you share your files and save them for offline access.

File Sharing & Syncing

75 % – Good

Sharing and syncing files is the primary way most people use cloud storage services, so it’s worth looking at closely. SugarSync sets up a dedicated sync folder when you install it, but you can also link any existing folder to your account. 

The unique approach to file syncing that SugarSync offers is undoubtedly how it can survive with its outrageously high prices. Where most competing services will have you wait for a file to finish uploading before you can access it on other devices, SugarSync gives you mobile access to a file the moment it enters one of your sync folders.

share folder
You can set up file syncing with any existing folder or use the default one created for you.

It does this by allowing you to stream directly from the device it’s uploading from while the files fully upload to SugarSync’s servers. Obviously for this to work, it requires that the original device you’re streaming the data from maintains an internet connection.

Sharing Features

Unfortunately SugarSync’s sharing features aren’t as impressive. You can share folders and invite participants via email, but the only thing you can adjust is whether or not the recipient has admin access. You can get daily access reports, but there are no granular permissions for editing, deleting and syncing, which is disappointing, to say the least.

public link sharing
SugarSync’s sharing functionality is woefully lacking.

If you’d rather share files instead of folders, you can create a public link to them. Options are just as scarce here, as all you can do is copy the link or send it directly via email or Twitter. Aside from deleting the link and seeing how many times it’s been downloaded, there’s really nothing special you can do to manage your shared files.

If you frequently need to share files or collaborate through a shared folder, then you’ll be better off with one of the best cloud storage for sharing.

Speed

80 % – Good

Speed is an important metric for cloud storage and online backup, especially for services like SugarSync where there’s no block-level algorithm, as it might mean having to wait a long time to upload large files.

To test SugarSync’s speed, we uploaded a 1GB folder to its servers twice and then downloaded it twice, averaging the results. We performed the tests from North Macedonia using a connection that has a download speed of 32 Mbps and an upload speed of 6 Mbps. That means we expected the download to finish in about 24 minutes and the upload in about four and a half minutes.

First attempt:Second attempt:Average:
Upload0:30:300:29:000:29:45
Download0:05:450:06:110:05:59

Considering that we performed the tests from Europe and the servers were in the U.S., these results were pretty close to excellent. While the download speed was a bit slower than we’d like, the upload speed was excellent. The fact that you don’t really have to wait for the uploads to finish because of the direct streaming feature also nets SugarSync some bonus points here.

Security

75 % – Good

Having good security for the files you store online is no joke, as hackers won’t hesitate to target your data with ransomware or man-in-the-middle attacks. Although you should use a strong password for your SugarSync account, the service does offer two-factor authentication, which will stop hackers who’ve stolen your password from accessing your account. 

two factor authentication
2FA adds an extra layer of security for your files and folders on the cloud.

The service uses AES 256-bit to encrypt your files at rest and the TLS protocol to protect them in transit. Unfortunately it’s not a zero-knowledge provider, but your files will at least be safe from an outside attack. 

As we briefly mentioned in the first round, SugarSync also comes with a feature known as “protected folders.” This lets you extend the versioning (at the cost of storage) from the default five versions to 12 versions. It’s especially useful for things like ransomware, which often lies dormant for a period of time to get around limited-versioning policies.

protected-folders
Designating a folder as “protected” extends the versioning policy for that folder at the cost of storage space.

Privacy

40 % – Terrible

As we mentioned, SugarSync is not a zero-knowledge service. That means the company could theoretically read your files or hand them over to others. To avoid that, you can try any of the services on our best zero-knowledge cloud services list.

You can also use Boxcryptor to scramble files and protect your privacy further. Read our Boxcryptor review to learn more about the useful add-on.

The privacy policy is easy to read and has a useful summary text at the top for those who don’t like legalese. That said, this just makes it easy to see how terrible it is. SugarSync retains the right to acquire and keep pretty much all of your personal data, and its list of reasons for sharing it with others is so broad as to make it basically pointless.

privacy policy
SugarSync’s privacy policy is concerning, to say the least.

Pretty much the only positive thing to note about SugarSync’s privacy is that it complies with the General Data Protection Regulation, EU’s privacy law, which you can learn more about in our GDPR guide. That’s good to know because SugarSync keeps its servers in the U.S., a country known for its terrible privacy laws.

Customer Service

20 % – Terrible

Good technical support is paramount when the app doesn’t behave like it’s supposed to do. Your first stop, if that happens with SugarSync, is the help center. It’s split into categories that hold answers to many issues. If that doesn’t help, you can go to the user forums, but these aren’t that active, and many questions go unanswered.

help center
If you have a simple problem with the service, the help center might be able to help you out.

Many of the questions in the general section of the forums deal with account cancellation because it can be difficult to end a subscription. That said, you can get assistance directly from SugarSync by creating a help request or making a phone call if you’re using a business plan. We asked a couple of questions via the request form and got an answer in 13 hours.

sugarsync live
Paying $100 per year for phone support certainly makes SugarSync stand out from the crowd.

If you’re an individual SugarSync customer, you can subscribe to “SugarSync Live” customer support. The cost is $99.99 per year, which entitles you to phone support from 6 a.m. to 5 p.m. PST on weekdays. Email support works during those hours, too. 

Considering how expensive SugarSync is already, we think it’s pretty outrageous to charge an extra $100 for basic customer support.

The Verdict

That pretty much does it for our SugarSync review. At the end of the day, the only reason you would sign up for SugarSync is if you really need to stream files directly between devices and don’t mind paying a premium for storage. Even then, though, there are other types of software that will let you do that without costing an arm and a leg.

People concerned with data privacy should also stay well clear of SugarSync, with its lack of zero-knowledge protection and an incredibly broad privacy policy.

What do you think about SugarSync? Is the ability to instantly stream your files between devices worth the absurdly high price? Are you concerned about the lack of privacy protections? Let us know in the comments below. Thank you for reading.

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52 thoughts on “SugarSync”

  1. I have been a sugarsync customer for over 8 months now. Overall, I’m quite happy with the product but of course there are some glitches that you can only experience after using it extensively. The drag-and-drop functionality for example is something that is not working properly for me. I always have to select my files manually that I want to sync.

    In terms of ease of use I think sugar sync is on the easier side (I’m not a tech person so I want my backup service to be easy to use). I backup and sync around 30 GB of files and have not run into performance issues yet. Backups feel fast and synchronization speed is okay.

    If you’re looking to share photos with your friends and family sugar sync is definitely a great option. One of my friends works in tech support and for him sugar sync does not offer enough features that would allow him to customize his backups so if you are an advanced user might choose a different service. Or you might combine sugar saying (or dropbox for that matter) with another backup service like CrashPlan.

    Reply
  2. I had to make a choice between sugarsync or dropbox. Finally, I went with sugarsync because I can choose any folder that I want to sync. Dropbox limits me to only one central folder and that was something I didn’t want.

    Overall sugarsync is okay, there are no major issues I ran into until now (I must say, I have not been using the service for long time). Can’t say anything about support, because I didn’t contact them.

    Sometimes I feel, sugarsync could be a little faster because I was used to dropbox which always worked fine for me in terms of speed. Sugar sync also launched a new beta version that looks a lot nicer and is easier to use than before.

    I can recommend sugarsync if you are willing to give up some of the third party integration that dropbox allows you. But of course that depends on your needs.

    Reply
    1. SugarSync has terrible customer service. They do not care at all if you are happy or satisfied with their service, there are no refunds. They never let you know your subscription is set to be auto-renewed so if you don’t put in a reminder for yourself, they charge you and won’t refund. Somehow they charged an expired credit card they had on file. They have NO PHONE NUMBER unless you pay for support. This is ridiculous, DO NOT USE SUGARSYNC!!!!

      Reply
      1. I had the same thing happen Melissa. I am very annoyed with them. A simple courtesy email for a product we haven’t used for 2 years would be expected.

        Also, they charged me via PayPal where the Recurring Payments and Billing Conditions state “if the customer signed up for the Automatic Payment through an online method, you must provide a simple and easily accessible online cancellation procedure.”

        To cancel an online account, I had to contact them through online chat between the ours of 10am and 2pm PST. This is between 5am and 9am AEST. I do not consider this to be an “easily accessible online cancellation procedure”. I had to wait a long time for a response too.

        Reply
        1. I had the same thing happen to me as well. I first called last year and asked to reduce my storage allotment. They said I could do that but they wouldn’t give me a pro rated refund even though I was using less storage space. So then I asked to cancel as of this year. They said again that there were no pro rated refunds so if I cancelled at that time I would simply have paid the money for no service for the last nine months. So I asked that my account be cancelled as of my anniversary date. They said that I could not do that at that time but that I needed to contact them just before the expiration date. Then they told me that I couldn’t cancel by email. Then they auto-charged my card without notifying me that the charge was going to take place and despite the fact that I had previously asked to cancel. After they auto-charged my card, I complained and they told me I had to cancel on their website, but that they still wouldn’t refund my auto-charged amount. This despite the fact that their terms of service clearly state that one can cancel via email, phone, or on the website. Be very wary. If you use them, don’t allow them to keep your credit card information on file.

          Reply
          1. The same thing happened to me. I have incurred $150.00 in charges incurred after a data loss that destroyed my confidence in their service.

            They are scammers.

            Cancel your recurring payment with your bank or Paypal, whichever you used.

      2. SugarSync Customer Service is BAD. *** warning Will Rodgers *** warning***…. Do not deal with these people. In the early days, they seemed pretty good. But they have truly gone to hell in a handbag. Some companies get better as they get big…this one sure did not. I warn you….do not sign up.

        Reply
      3. I had a similar experience to Melissa and Yolande. Cancellation was difficult, they autorenewed without any warning, and refused to provide a refund. Very difficult to work with. And the desktop app that runs the synching will drastically impact system performance.

        Reply
  3. I handle IT matter for a non-profit organization. They asked to set up a syncing and backup program for their office and portable computers. After extensive research I chose SugarSync. SugarSync was easy to set up and provides worry free and flawless backup of important files. The president of the organization, who travels extensively to Africa, India and within the U.S. is very well satisfied with the SugarSync service. I definitely recommend SugarSync for businesses and organization looking for reliable file backup.

    Reply
  4. You cannot backup external drives! This is a wrong information you gave here. I test currently the service and Software with my iMac5k. But frankly, the connection is such slow and yes it´s not my internet connection! So i was coming to your website to find a better provider, but could not find any better one, not yet.

    Happy new year & all the best 🙂

    Reply
  5. I never had a problem with the software, but I’m not happy with their business practices. When they went to a “pay only” service they offered one year for $35. I signed up because I was using it with school. After a couple of months I transferred everything to Microsoft Onedrive. Last week I got hit with a $75 renewal fee that is apparently not refundable. I do not like companies that do business this way. A simple reminder that your renewal is coming up is all that it would take from a legitimate company who cared about keeping customers. I’ve email the support team via the provided form twice this week. I still haven’t received a response. There is not phone number to call.

    Reply
    1. Hi Jeff,
      I had the same thing happen to me. I wish they kept their free tier, I don’t use much bandwidth or storage. I paid for the half price year and didn’t expect the renewal cost. I had just lost my job at the time of their silent renewal and it took a serious chunk out of my remaining savings.

      I’ve just done a fair bit of reading around the net and it looks like MEGA has nearly all of the same features I liked, but also has much better encryption. The downside seems to be a lack of file versioning (keeping old versions of your files, or deleted files in a trash folder). I liked that about sugarsync, and used it often.

      We’ll see how we go. The free 50gb is really nice!

      Reply
  6. I was a paid customer over a year. You might be shocked to find that although you’re paying for backup, your files may not be getting backed up.

    I ran into several situations where SugarSync claimed I was all synced up but files were out of what between the local client and the server. I could modify files, backup, and still the server would not get the modified versions. Since the server didn’t get the modifications, the other clients in the sync didn’t either.

    I happened to find out it wasn’t syncing during some other task, and not when I needed the backups, thankfully. If you rely on them for your important data/pictures/music/etc, you might want to random spot check deep into files/directories and make sure your files are being backed up.

    All this lead to (yet another) interaction with support, who takes days to respond and are quite unhelpful.

    Reply
  7. I have one question that is important to me.
    Does SugarSync allow to edit a word document while you have it open on the cloud? If yes, does the edited document update automatically back to the source computer in my instance my desktop?
    Does the mobile version of SugarSync support the above?

    Reply
    1. In a sense, yes. If you open the same file in more than one place, Sugarsync will create one version for each place it was open. You will have to manually merge the multiple docs into a single one and delete the other copies to get a unified edited document.

      This is unlike editing a Word doc on One Drive (both by Microsoft) where the edits in the Word docs are automatically merged (by Word). Note: You won’t find a generic cloud service that will do application-specific document merges (except possibly for text docs).

      Reply
  8. I’ve been a sugarsync user for 5+ yrs. In the beginning I was thrilled with SS, but each year they slip down lower and lower in support and they keep creeping up in cost.

    I use this for my business so I need this to be bulletproof and when there is a problem I need answers FAST. SS charge an extra $99/yr if you want phone support. OK that’s alot but if the support was good and timely I’d gladly pay it. Sadly, its not. Often it takes 15 minutes or more to reach a human and then its hit or miss whether that human is well trained.

    There are many great things about SugarSync but they are slowly dwindling. And I don’t think I can recommend it any more.

    Reply
  9. The service is okay, but just try to cancel your account. You have to open an online chat with customer service … and here I am waiting … 7 minutes so far, and I’m now sixth in line to be serviced. Signing up is easy, but they really make it a struggle to cancel.

    Reply
  10. I have been using SS for years and am very happy with it. I’ve paid for a 2nd subscription for my son in college. It took me awhile to choose, but SS’s ability to let me choose folders to sync was the big deciding factor. They recently DOUBLED my storage allowance for same price!

    I use 4 different device types and have no issues (MAC & PC for full sync, iPhone & iPad for mobile access.) I also have some files in cloud-only backup that I don’t need sync’d.

    One feature that has been a life saver for me is being able to send someone a URL to share a file. At least 50 times, I have been in a taxi, restaurant, or out of the country and I need to give access to important files. SS allows me to create a URL and email it to my colleague without sending the file itself. Often, these files are 25MB+ so saves cell/roaming data costs.

    Also, just got a new Mac laptop. I installed SS first, told it to sync, and in the morning ALL my work files were ready. People couldn’t believe how fast I had my new Mac up and running.

    I love being able to edit text files right in the mobile app (editor needs work) – or swipe through a folder of photos as if they were local. Family is always surprised I can pull up an old photo in a heartbeat.

    Yes, it costs, but it’s worth it to me. Imagine losing your personal photos? Irreplaceable. I’ve tried a local hard drive but it’s too easy to fail unless I want to setup special redundant / mirrored storage. I still sometimes dump a snapshot of my files to a drive but I don’t rely on that.

    The only gripe I had was years ago after first installing it at home… Underpowered PC was consumed trying to upload files… Seemed to take days. Since then (and upgrading home PC) I’ve had to issues.

    Reply
  11. They make it very difficult for customers to cancel their service. Despite being an internet company, you cannot cancel directly from the site. In this day & age that says a lot about how the company values its customers.

    Be prepared to be locked in for several years if you sign up or avoid & choose a company that doesn’t have shady practices like this.

    Not one to trust & the author of this site lacks credibility if he is recommending it.

    Reply
  12. I’ve had it for years and they once bailed me out via backup-restore in a HUGE way. Great support. Really not complex – and their pricing reflects the quality of the product.

    I don’t waste money. I use this product because my data are important to me and I feel safe.

    Reply
  13. Something to be aware of… After several years subscribed to sugarsync, I found I wasn’t using it. for several reasons, but that’s not why I’m commenting. A while back, I got an email from them saying that my credit card wasn’t working anymore and that my account would be deleted if I didn’t fix that. That card had been changed due to fraud but I decided not to update the card number and replied that I wanted to discontinue. I deleted sugarsync from my computer and forgot about it. Then recently, I discovered that they were still charging me. So I contacted them right away and was informed even though they told me they were discontinuing my account, they kept billing me, and that was they way they do it. When I asked why they didn’t send an email saying they had reestablished billed, they said their policy was to keep trying your card. Unfortunately, I didn’t notice this continuing $4.99 fee per month until almost a year later (yes, my bad for not looking at those details), but here’s my complaint… When I contacted them to find out what happened and request a refund from the time they sent “we’re cancelling your account” email to now, I was told “no” by chat person, customer service rep, and supervisor. They repeated that their policy is to send the cancellation notice and keep keep trying to charge clients cards, and no they don’t alert you to that. I told them I thought that their integrity was off to send a cancellation notice without a restatement notice. I requested a refund of at least half the time of over-charging (6 months), thinking I had some fault in letting it go on so long. They finally said that “as a courtesy” they would refund just 1 month and again told me their policy was to keep charging after they send that cancellation email. I obviously didn’t read the fine print, but in case someone runs into something similar, I thought it worth the alert.

    Reply
  14. Been using for a 1 person small business for years. Overall a great service. Being able to back up any folder with a right click compared to moving files to 1 folder is why this is the best solution for me. A quick right click allows you to send a public read only link or a shared link where individuals can read and write to your computer. Only compliant is the uploads are sometimes slow and it makes my mac fan run way too often. Really like the service though. Oh, it also saves multiple versions of files, so if you overwright something by mistake, you have multiple versions in the cloud. The above review does not seem to mention these intracies. Typical poorly researched article found in today’s journalism. Writing on ipad so excuse errors.

    Reply
  15. Their cancellation policy stinks. I paid $99 per year for a few years, then began using another backup system. I saw the $99 charge on my credit card and contacted them to cancel effective immediately. They told me OK, but the $99 was never refunded. When I contacted them about it they quoted their policy of “no refunds”…..for any reason? I was forced to pay $99 for an entire years worth of service that I will not use. This is very poor customer service, bordering on a scam. Do not use this company.

    Reply
    1. Outside of your refund issue… We’ve used SugarSync for the past 4 years and have had our ups and downs with Customer Support but most companies are this way. They have been very helpful in such cases and in fact, have taken advice and implemented features that were needed based on feedback. It’s been a very good experience on our end.

      Reply
    2. I’ve had similar problems to the above. sugarsync used to have online chat so when problems arise they could be dealt with immediately. now they actually charge for customer service; otherwise it’s all done through email. Do you have any idea. how long it can take to get anything fixed when you have to go back and forth not in real time. when I first joined their customer service was excellent. now it’s one of the worst online services I’ve encountered. I’ll be switching to a different company as soon as I research the best one (obviously one where they’re actually willing to communicate with you). I will then cancel my plan (using the 4 hour window only on weekdays that they allow — what a scam to make it so difficult to discontinue.) I intend to ask for a refund for months not used, if this is denied, I will have my bank reverse the charges. taking money when not supplying a service (especially when the terms of that service have suddenly changed so customer contact is considered a privilege) is not a valid contract. With so many other companies out there now, I don’t understand why they’ve chosen yo get worse rather than better.

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  16. Our company has been using SugarSync for over 4 years and counting. We used to have an in-house server where 3 employees would connect to access shared files during work production. Since we’ve moved to SugarSync we have been able to covert our ‘In-house’ server to the cloud using SugarSync. Ever employee installs SugarSync on their company and connects to the folders that are shared. All employees PC’s and laptops are always current with the latest files. Any deletions go into SugarSyncs global trash for recovery if needed.

    Honestly, it has allowed our company to go mobile the past 4 years and we have since let go of our physical office and employees have moved home to their home offices. Works flawlessly. SugarSync wasn’t intended to be an online server but that is how it’s worked for our company and works beautifully.

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  17. Good article but I believe For the most part, you missed the main thing that makes SugarSync unique. You stated “The application may not offer anything unique”, although earlier in the article you touched on an extremely unique feature, and probably the most important reason to use sugarsync, the fact that you can sync anything, anywhere on your device without upsetting the hierarchy of you filing method… in other words, your files stay EXACTLY where you want them, not where they want you to put them. This is paramount for anyone that keeps a clean and organized device.

    The other very unique feature is that each device does NOT have to mirror all the other devices… you select what files you want to sync on each device individually. So, I have my desktop and laptop synced exactly, yet I only have a few of those files synced on my phone. My iPad has a few more than the phone, and my surface has even more than those two mobile devices, but not everything the desktop and laptop have.

    These two features are what makes sugarsync stand apart. If you’re just needing online backup, it’s absolutely NOT what you should be using…. far too expensive for that.

    Thanks for allowing me to comment.

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  18. Jimmy Flemming, your comment decided the matter for me. I had been seeking clear, real-world explanations of SugarSync’s two critical nuances; that is, flexibility in sourcing and targeting sync’s. Your emphatic and incisive response to the reviewer got my attention and your spot-on address of the subject met my need. My intuition had told me to pick SugarSync, but gut feelings aren’t anything one can take to the boss. Happily, your words lay it out for anyone’s cognizance. Not that the competition lacks advantages, but now I clearly see how to argue rationally in favor of SugarSync over exactly DropBox as collaboration tool for the use of our small advertising agency. Thanks for commenting!

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  19. Sugarsync is great …. if it works. And there lies the problem. I sync between 3 computers. Recently, on all of the 3 computers a larger number of files will not up- or download for no obvious reasons (normal pdf/docx/xlsx,png fiels with normal filenames). On one computer, Sugarsync only works after a fresh re-install. After turning the computer off and on, the database will not load. No solutions from the helpdesk. Leaving Sugarsync of no value in my situation. As result I will terminate my subscription and will have to ensure that my computers become in-sync again and remain that way through a different solution. Any suggestions?

    In 2 out of three helpquestions the helpdesk fixes the problem.

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  20. I’ve been using SugarSync for about 7 years now, and despite it’s rather hefty price tag I’m sticking with it (But please SugarSync … stop raising your rates – enough!). As other reviewers have noted, for me the real benefit of SugarSync is that it provides “quiet” backup of my files on multiple devices, and I don’t have to think about it, because once I initially setup SugarSync on a device it backs everything up I directed it to, unless and until I tell it to stop. I also use OneDrive and DropBox (in my office), and those products both serve a valuable purpose, but SugarSync is my “overall” back up of those files too – so basically when it comes to those files I’m backed up twice, and not depending solely on one company (for example, Microsoft) for backup of critical files. Also, SugarSync *did* “save” me once, when an IT guy inadvertently deleted all my personal files on a laptop, I was able to restore everything pretty much in minutes using SugarSync. So please, SugarSync, as a long-time and devoted user of your product, please beef up your customer service, and stop with the rate increases for a bit – I’m very pleased with SugarSync overall.

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  21. Have been using sugarsync for 4 years but continuously had issues with syncing failing on mac requring a full clean install to get running again, each time costing me time id rather not waste. Today my windows 10 pc stopped syncing all together. No service-status tells me whats going on. A lame post on facebook somewhere says they had issues. Finally fed up with problems and poor tec support. Time to find an alternative

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  22. I tried SugarSync, I only wanted to look and test it out, but had to use a card for a trial account. Cancelling is almost impossible! They didn’t reply on twitter, I could find an email address so ended up just putting in fake card details. Now they are emailing saying my payment has failed – well duh! For anyone suffering the same problem, here is their “support” email address: [email protected]

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  23. Just don’t! There are so many better services. You basically can’t cancel or downgrade to change your account in anyway, they will never refund you.
    They also never reply to email requests, you have to call them and even then they aren’t every helpful, Ive been double charged, will never see that refund. They even suggested I contact my financial institution to cancel my credit card to stop the charges, for real. I can’t believe it got such a high rating, it is a zero. Don’t do it!

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  24. Years ago I started using “free” SugarSync to sync Quicken data between my desktop and laptop for travel. 4 years ago I started paying. Then last month (April 17) I saw noticed it stopped backing up and syncing all my data. I called tech support who tried a couple of kludge fixes which failed. Finally on the third call I reached the tech with some knowledge of their product who told me that they do not do “active databases” including Quicken, my e-mail files etc. – sounds like the files I most want to back up since they change, and are “important” to protect. They do document this on their web site (“Data That Can’t Be Synced”) even though they have not given this info to tech support.
    I cancelled and on uninstall saw the program date was also April 17, 2018. So if you have files that rarely change, OK. But if you have “active data” files, SugarSync has decided not to support them. FYI: Microsoft’s OneDrive is much cheaper and does back up all my data.

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  25. Use Dropbox. Save yourself the massive headache of attempting to cancel this overpriced crap. Use Dropbox. Seriously. This company has disabled the button to cancel your PAID account, you must call them within THEIR business hours as their online chat purposely does not work. Legal action must be threatened to get them to enable the cancel button. Which in my case will take 1 year to cancel. They were also charging an expired credit card. Seriously, use Dropbox.

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  26. It did what it was supposed to do — until it didn’t. Today, I learned that their most recent upgrade no longer supports Windows XP, just like that. When I called to find out why they didn’t give notice, they claimed they DID give notice — in an e-mail dated 5/16/18. That would’ve been a whole 5 days notice if I had even received such an e-mail.

    Yes, I know XP’s obsolete, and I have it on two computers. But 5 days to go out and buy a new computer, set it up, and load software? Using SugarSync, I might not be able to even transfer the data in 5 days.

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  27. Unfortunately I cannot recommend Sugarsync at all. It is one of the more expensive cloud storage solutions however, I was willing to take on the extra cost as I thought some of the features were worth it. Sadly though, it has presented me with numerous problems over the years. Once at capacity certain functions cease to work. I receive endless notifications that the account is at capacity with no way of disabling them. Furthermore, I lose the capability to delete unnecessary files so there is no possible way of rectifying storage issues. This then makes sugarsync redundant as a storage solution. Files can no longer be downloaded and at times the website pages simply won’t load to show my files. This could be a great cloud storage solution yet the problems experienced when dealing with large volumes of information make it too difficult to use. It’s 1 star for me.

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  28. Save yourself the hassle and use something else. I can’t put it any other way. OSX is buggy, just stopping for no apparent reason and nary a warning that it does. Different computers showing different usage on the same account. Brutally slow downloads that frequently just stop …. seriously problem when trying to offline non-synced folders of any size. Shows all files synced, but if I close and open again, it suddenly finds a bunch more files to sync????? Customer support? …

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  29. NO. NO. NO. NEVER. Have used for years now but has stopped working and there is nothing I can do about it. Download used to takes about 5 mins for 1MB. But now it refuses to sync anything. Fresh installs etc., nothing. DO NOT BUY UNDER ANY CIRCUMSTANCES. They can claim I was at my storage limit – no. I have bad a internet connection – no. Funny how it is always the customer’s fault and not theirs yet many people are complaining about this same issue.

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  30. The Hotel California of services. Once signed up, it takes hours of emails and phone calls to cancel.

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  31. STAY AWAY! Used to love it. Bugs recently have 1) deleted hundreds of older files from my system 2) turned thousands of file and folder names to all uppercase and 3) created thousands of duplicate files due to ‘conflicts’ – yet they were older files that were not open or modified. Spent an hour+ with tech support. No solutions. And they admit they have seen these issues before – not just on my system. They have ruined 5+ yrs of client files for work.

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  32. AVOID SUGARSYNC!! I used this service for many years. Recently, when trying to sync to new device, hundreds of files would not download. On further inspection, these files were corrupted/damaged on the SugarSync server but not corrupted/damaged on the source device. No refund forthcoming, no apology for damaging hundreds and hudreds of my files on their server. Very difficult to get through to technical support.

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  33. Impossible to cancel! If you have to use them at least use Paypal so you can cancel subscription. But if they make it too hard to cancel can you trust them really?

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  34. Terrible program. It stores moved and deleted files in the deleted items folder. That counts against storage limits. Then try and delete them! Impossible I’ve been on my computer for hours trying to delete files that should have been deleted automatically. I’ll be on the computer for the next two days. The “empty all” feature on the desktop app simply crashes the app. No files get deleted. On the web app, there is no “empty all” selection. You can only delete 200 “items” at a time. and it takes almost 5 minutes per 200. Downloading files? Be prepared to wait for hours to download significant numbers of files. I have the app on three computers. Each computer tell me I have different amounts of files in storage. Two tell me I am over my limit. One says I have almost 60% of my storage left.

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  35. SugarSync erased 10 years of family photos without sending me a single email about the account being suspended or pending purge. I was unaware because I used the service to store files and pictures not needed immediately (i.e. I don’t login in regularly). They literally erased all my stuff without a single email or call within 45 days. Unreal. Do not use them.

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  36. Stay away – Use an alternative service. I have used this service for many years. Recently I have had problems with the service syncing correctly. They charge your credit card without warning. When I went to cancel the service they offered a reduced rate for reduced storage which I accepted. Subsequently they deleted my files without warning instead of reducing the cost and space as offered.

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  37. I’ve been using for years. 5 years ago it was the best thing out there, but it has not kept up, and the problems are increasing. Its time to go. There has been far too many issues. At times I spend more time figuring out why its not backing up my files than actually working. I’ve uninstalled and re synced more times than I can remember. It works for a while then it gets messed up, and need to repair again and again. Often it will consume 100% cpu power for 5-10 minutes. Once I lost ALL my files on one PC AND the cloud, but fortunately most were available on another PC. It got so bad I had to create a fresh account and start from scratch, but the problems just come back. Customer support is next to useless. They just walk you through the basics like its your first day using the product. If you are a personal user with non-critical data, and not huge size, its probably ok. Don’t even think about it for any serious use. It might save your files from disaster, but its probably got more chance of creating problems than saving you.

    Reply
    1. Thanks for your feedback mate…I just want to cancel it but I cant and I follow every prompt to do so. Sent 2 emails to tech support…no answer = SUSPECT….time to change bank info??…I got this software from IPVanish…..I am a Tech, so if they arew sus I will spread the word to the entire world population!

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  38. Somehow I cannot cancel my sugarsync account. I have followed the prompts, sent 2 x emails to support with no response…I am with Ipvanish which is where they attached this cloud storage that I do not need….seem’s like a little suspect to me….thinking about cancelling my bank account….thought’s anyone???

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  39. I have to echo the lousy reviews above. When I started with SugarSync eons ago, it was super convenient, with its ability to sync arbitrary folders, but it’s gotten flakier over the years. I recently set up a new machine, and when I went to sync my folders to it, only about 90% of the files downloaded. Turns out the others are just not on their servers, and they admit as much–they could even generate the list of missing files (since they have the metadata, just not the content). Since the files still exist on my old machine, I asked how can I get them to resync, but the only “solution” they could come up with was to physically modify the files so they would look new. They have way too many over-eager optimizations that prevent a file with the same content hash to get uploaded again, precluding hacks like moving the files out of a sync folder and back again. Meanwhile, the SS client continually tries to download the files that aren’t there. What a clown show.

    Reply
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