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license activation

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Hi

My online backup subscription is about to expire. I've registered another serial number. However, I wasn't able to assign it to my current subscription. Under my account OnlineBackup1@brokerteam.ca, I saw "Available Subscription" is 1. Would you help, please?

Thank you,
Aldous

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Posts: 22
Comments: 3800

Hi Aldous,

You should simply click on Renew link near to your expiring subscription at https://www.acronis.com/my/backup-recovery-online/#subs management page. The available subscriptions number (1) is actually the amount of free subscriptions which are ready to be assigned. If you want to renew an expiring subscription automatically - you can tick the auto-renew checkbox. In your case you have 2 subscriptions: 1 activated + 1 available.

See also the attached screen shot.

Thank you.
--
Best regards,
Vasily
Acronis vmProtect Program Manager

Attachment Size
171197-111814.png 52.66 KB

Hi Vasily,

Sorry, I'm still confuse. When I click"renew", there was nothing happened (no popup or any change on the screen) and it is still showing as Available instead of Assigned. Is this normal? I just ticked the "auto-renew" and will this take care of it? I don't want to wait until it is expired and find out that there is any problem.

I saw that I have 2 subscriptions and I assume that 1 activated is the one expiring and the one available is the one I just registered.

Thanks,
Aldous

frestogaslorastaswastavewroviwroclolacorashibushurutraciwrubrishabenichikucrijorejenufrilomuwrigaslowrikejawrachosleratiswurelaseriprouobrunoviswosuthitribrepakotritopislivadrauibretisetewrapenuwrapi
Posts: 22
Comments: 3800

Hi Aldous,

After clicking on "Renew" you should see that the license state changes to "next paid period for this subaccount". Actually I've tried that by logging into your account and indeed there is something wrong - the state doesn't change as intended. Looks like there is a problem with the particular account. Can you please submit a support ticket, so that we can track it down? On our side I'll see what I can do in the mean time.

Thank you.
--
Best regards,
Vasily
Acronis vmProtect Program Manager

frestogaslorastaswastavewroviwroclolacorashibushurutraciwrubrishabenichikucrijorejenufrilomuwrigaslowrikejawrachosleratiswurelaseriprouobrunoviswosuthitribrepakotritopislivadrauibretisetewrapenuwrapi
Posts: 22
Comments: 3800

Hi Aldous,

We found that the problem affects only .com version of our website - the renewal of online subscriptions works properly on other languages (for example on .ca version of the web site). Right now we're fixing the US site and we'll renew your subscription on our side. Please do not try it yourself yet :)

Thank you.
--
Best regards,
Vasily
Acronis vmProtect Program Manager

frestogaslorastaswastavewroviwroclolacorashibushurutraciwrubrishabenichikucrijorejenufrilomuwrigaslowrikejawrachosleratiswurelaseriprouobrunoviswosuthitribrepakotritopislivadrauibretisetewrapenuwrapi
Posts: 22
Comments: 3800

Hi Aldous,

We have set up the new license to get automatically activated after your current one expires (the problem on .com site was fixed). You can check it out under your account management.

Again, thank you for the report!
--
Best regards,
Vasily
Acronis vmProtect Program Manager

Hi Vasily

I saw it now. Thanks you.

I have another question. While you were investigating my issue, you said that you were logged in as my account. Is it mean that Acronis can retrieve my password? What about the password I used for backup encryption?

Thank you,
Aldous

frestogaslorastaswastavewroviwroclolacorashibushurutraciwrubrishabenichikucrijorejenufrilomuwrigaslowrikejawrachosleratiswurelaseriprouobrunoviswosuthitribrepakotritopislivadrauibretisetewrapenuwrapi
Posts: 22
Comments: 3800

Hi Aldous,

What concerns the passwords security, we can log into any account on www.acronis.com _without_ using a password actually - there is a system which requires an Acronis employee (with specific permissions of course) to be authorized and which then allows logging into customers account for troubleshooting purposes. However the real password for the account is something that we never know and all we can do is to reset it, bot not retrieve it.

Pretty much the same situation is with the archives encryption: if you encrypt a backup saved to our Acronis Cloud storage then we won't be able to open it on our side even though we have full access to the real .tib files - it's nearly impossible without knowing the password.

Thank you.
--
Best regards,
Vasily
Acronis vmProtect Program Manager