True Image 2021 Techincal support CHAT is Broken
Just tried to get support through the technical support chat and it appears to be broken. I tried enabling popups on CChrome, Edge, firefox and even IE. but could not get the support window to open. Anyone else able to get it to work?


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It's not broken, because this seems rather intentional. It's called work in progress, but they forgot to put the sign up.
And this is what the chat experience looks like on my end...
Technical assistance!
Next!
Loading...
Loading...
Let's talk!
From the looks of it, they are implemented "Backy", an AI-powered, professional assistant.
Backy?... as in Backup??? Cute!
Sadly Backy is not in yet to take our calls. I checked and double checked my settings and all of Acronis main domains, including this one, are whitelisted in my ad blocker. For the record, I'm using Firefox.
This is understandable. It's something of a trend all over the world to implement chat bots and dehumanize tech support. I am not a fan of this, but where do I complain? And who will listen? Certainly not Backy. And the green "Leave feedback" button you see in my screenshots is out of reach. The only reason you see it in my shots is because I recorded my desktop and then extracted that frame from a video shot. So the screenshot 3 and 4 are only visible for a split second. So basically, once you click on "Next" at the bottom of the view where it says "Start Chat" you land on the green shirt guy with headphones with the message "thank you for providing the details of your request" and instruction to click on "Chat Now" button (where there is none).
I have used the chat a few times over the years, and I know how it's supposed to work like. As far as I can remember, I never had a joyful and satisfying experience in using the chat whenever I ran into some kind of technical issue. The discussions can be very lengthy, so I agree with Steve on this, I think it's better to use email.
The best experience I had with Acronis chat support has been usually related to simple questions like how to deactivate a device or how to upgrade my subscription plan. The latter one was very dissatisfying and the last chat I had with Acronis support because they failed to help me upgrade from 3 PC to a 5 PC plan.
So in my experience, for very technical issues it's best to use email if you have to contact tech support. Alternatively, to turn to a support group or support forum like this one.
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Patrick, please check, that no software or add-on on your computer blocks the chat window.
If you still experience issues contacting Support Team, let me know if I should open a support ticket for you.
Thank you!
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Edge 88.0.705.68 (Official build) (64-bit)...
No add-ons in this one, because I never use it (except for testing websites like this one). Per Chrome instructions from linked KB article, "acronis.com" has been whitelisted. That didn't help. Second, pop-up blocker has been disabled completely (per screenshot above). That didn't help either.
Where is this "Chat Now" button supposed to be located?... I still don't see it. As I recall it, there should be a big bold call to action button somewhere in the middle of that page, in Acronis blue color. There is none (per screenshot above).
Not that I need a chat! Or that I want to have a case open in my name and correspond via email about it. I am only the messenger, stating the obvious.
By the way, you need to update that KB article with instructions for Edge.
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Yes, I tried the same in 2 different browsers, stuck on that end screen. No 'chat now' appears
If it doesn't work yet, it would be nice to know that wait hoping a button will appear.
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Just tried this from my own Acronis Account page for ATI 2021 and this looks to work Ok for me when using Firefox browser.
The live chat button shows javascript://Chat in the status bar when I hover my mouse over the button. Checking my browser settings shows that I have JavaScript allowed for the Acronis site.
Note: I haven't clicked on the Chat Now button as this was just my doing a test!
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Steve, thank you for checking on your side!
Samir, Colin, the issue has been fixed. The "Chat now" button should be displayed to you correctly now.
There was a problem with the recent update to the web site's logic, affecting Edge users with a specific history of visits to Acronis website. The root cause has been found and corrected.
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Yes, it works now. Thank you!
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