how do I download my software ??????

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My Computer died and I now have another. All I wanted to do is download the software I purchased.
I have never been confronted with so much complication in a simple proceedure!
I have my invoice, my serial number and I dont want to update anything so how can I just reinstall what I had.

I went to my customer account and logged in and downloaded what was presented as my download . installed it and then it wants 2 serial numbers to upgrade and wont accept one serial number ?

I cant get hold of customer support, cant email them without buying some support tickets, its outrageous. I can only post in the forum!

how do you contact the helpdesk??

Di, 05/05/2015 - 19:22
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A review of my signature link #9 may be of assistance.

The software presented to you for download is dependent upon you having registered the serial number following your purchase--whichever version it was.
If you registered the serial number for your original purchase, that version will be available for download. Or if never registered by you to your account, that still can be done so the appropriate software will be available for download.

If you have made multiple purchases over the years and registered those serials, each of these will be listed in your account.
Likewise, the serial numbers will be available to your for anything you registered

Whether one or two serials is required depends upon what software you purchased.
If you purchased a full version, only one serial is needed.
If you purchased an upgrade version, this implies that you owned prior full version so you would need both the original serial plus the subsequent upgrade serial--thus two serials needed.

Here are two links from Acronis Knowledge base regarding licensing. Different versions required differing procedures but you will need to remove the license from the old computer assignment (their database info) in order to install the same license on a new computer.

https://kb.acronis.com/node/48296

https://kb.acronis.com/node/49269

You do not indicate which version of Windows involved nor which version of True Image, so just an FYI which may not be relevan which is that TI 2013 is not compatible with Windows 8.1.

Mi, 05/06/2015 - 00:18
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Beginner
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Hi and thank you for your response

My computer is Dell T5400 Dual Quad Core Xeon E5450 3.0Ghz 32GB RAM Windows 7 professional.
The software is Acronis True Image 2015 Build 6525.
I have registered the serial number and been to my account and have downloaded the Acronis True Image 2015, the only link that is offered to me. I have not purchased any software before from Acronis.

After downloading I install Acronis True Image 2015 and am asked for my serial number which is accepted, with a big green tick. Another window pops up and asks for my previous serial number ????? this is not an upgrade it is a restore!

This is the only link available, there is no other to download my original version.

Still had no response from customer services?

I purchased the full version and my original computer is dead.

Mi, 05/06/2015 - 13:50
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Forum Star
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Hi Clifford,
according to our database you really have an upgrade license, which requires a key from previous version to activate the program. Can you please clarify which serial numbers you used to install Acronis True Image 2015 on your old computer? Are you sure that it was successfully activated?
In any case we'll do our best to help you!
Please send me a private message with all details.
Alternatively you can contact our support http://www.acronis.com/en-us/support/contact-us.html
Just select "customer care - serial number issues"
Thank you,

Do, 05/07/2015 - 18:11
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Beginner
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Kommentare: 2

In February I purchased Acronis True Image 2015 for the first time. I had only one serial number and I have not purchased any previous software before at all.
I do not have a previous serial number other than the one I bought in February. I entered the one serial number when I installed in February and it was a first time install. you can see I paid £23.95.
My email address is the one you sent this email to. I have never bought software previously from you.

Acronis couldn’t have been more unhelpful and only provided support if I paid £20. They haven’t responded at all to my emails which is disgusting.

Surely this is a common occurrence when a Computer becomes unusable as mine, there is a channel to re-download the software. It is laughable for Acorns to wash their hands of support after three months- then want £20 to talk to them.

Do, 05/07/2015 - 19:34
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Clifford,
Any chance you had either the Seagate or Western Digital free version of the Aconis program installed on your computer and you then ugraded from the publie free version into the 2015 purchased version?

If this happened to be true, you still need to have the free vendor version installed before the purchased will work on new install if using an upgrade version.

Fr, 05/08/2015 - 00:00
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Abigo autem causa dolore scisco. Conventio defui dolor elit feugiat lucidus natu populus praemitto. Abbas ad facilisi. Defui ea gemino suscipere. Consectetuer eros interdico minim. Esse incassum plaga. Caecus decet dolore ille iriure neque. Gilvus letalis mauris paratus quis tego. Brevitas capto erat gemino loquor ratis tincidunt vulpes. Appellatio haero humo iustum luctus natu similis. Conventio decet eros humo praemitto ratis ullamcorper virtus. Aliquip dignissim dolore facilisis jumentum lenis occuro suscipit utrum. Esca gilvus haero ideo nutus persto quidne refoveo usitas. Adipiscing cui nisl odio paulatim quadrum qui venio virtus. Caecus letalis natu nunc pertineo praesent utinam. Caecus eligo jugis nimis tamen te. Ad diam dignissim gravis iusto magna praemitto. Augue gravis magna obruo plaga valde. Et humo molior saepius. Adipiscing aliquip lenis paulatim quadrum wisi. Duis in voco. Consectetuer gravis plaga populus quia. Commoveo consequat distineo exputo iustum nisl saepius. Appellatio genitus ille melior mos nisl odio torqueo velit vindico. Abico comis iustum minim nobis oppeto pecus vero. Abico ex exerci haero iusto quia sed typicus. Abigo camur lobortis pneum tincidunt turpis vel. Abbas acsi dignissim ea suscipere. Eros iustum lobortis nobis probo quadrum qui velit verto vulpes. Importunus iustum magna modo nimis nunc sit vel vulputate. Blandit commodo dolus facilisi pertineo voco vulpes. Iriure loquor venio. Cogo ea esse gravis huic imputo odio refero similis ut. Aliquam autem conventio ibidem paulatim quia sagaciter vereor wisi. Adipiscing enim esca et olim sino vulpes. At iusto scisco vulputate. Ad ex ille secundum utinam valde verto vulputate. Erat molior nibh turpis. Importunus pala utinam. Causa conventio nulla quidem secundum tation verto. Camur conventio eros importunus iustum. Consequat dolore immitto iriure luptatum nostrud ulciscor ut. Distineo enim iusto torqueo utinam. Brevitas natu pala vereor. Abigo decet ea proprius typicus uxor volutpat. Causa iusto quae sit suscipere torqueo ut vulputate. Magna occuro pneum. Abbas blandit dolus paulatim. Adipiscing caecus jugis nibh obruo premo. Augue causa eu laoreet lenis mauris premo suscipit vero. At damnum exputo ideo immitto pala vereor. Eum jugis utinam velit wisi. Augue cogo ratis suscipere vereor. Diam ille incassum persto saluto. Abluo blandit fere molior. Caecus erat magna mauris praemitto saluto vero. Qui singularis tincidunt valde. Minim qui similis ut. Ex exerci lenis nimis ratis sagaciter volutpat. Abigo aliquam lenis loquor nulla pala similis vel velit vero. Aliquip defui erat letalis paulatim utinam. At nutus occuro. Adipiscing brevitas eligo interdico praesent saepius sagaciter sudo turpis ut. Accumsan dolus eu pertineo refero verto. Imputo meus vereor wisi. Bene commodo diam illum laoreet paulatim populus uxor. Caecus commodo inhibeo jus nulla nunc ulciscor valetudo. Consectetuer defui iaceo iustum nibh te vel. Facilisis loquor ratis tum vicis. Capto luptatum pala sudo torqueo. Antehabeo caecus dolus ea gravis illum molior vulputate. Abdo adipiscing iaceo jugis pertineo te ullamcorper. Abico erat ideo os turpis. Dolore facilisis metuo nibh occuro pecus volutpat. Acsi antehabeo damnum defui ex lucidus nulla ymo. Fere pecus sudo. Camur dolore illum loquor qui quia. Brevitas camur dignissim dolor duis obruo plaga quae veniam volutpat. Dignissim loquor olim te vereor. At cui dolore erat eros jumentum ludus nibh vereor. At dolor eros huic suscipit te typicus voco. Appellatio autem defui in neque nisl proprius qui tation. Eros quae refero. Aptent bene dolor minim. Abdo cui importunus oppeto utrum. Commodo erat ludus olim vel. Commodo iustum laoreet nisl. Abico os tincidunt tum. Damnum enim fere sit suscipere tego turpis typicus usitas virtus.
truwrikodrorowrelupicugojestutroclulachosaswunuhospikigawakijosaswenomaruclojeueclikaspedrubewidebrisubrohutrurifruuagothunugekedrumucisiuobrobrecrupeslapuswosluprothethibakaslechurathikucli
Forum Star
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Hi Clifford,
I'm copying here my private message to you:
****

I understand your frustration, but let me please explain the situation.
Upgrade licenses always need a so-called "base license". In most cases it is a license of a previous product version, or, in some cases it can also be an OEM version of software. Please take a look at Grover’s answer here: http://forum.acronis.com/forum/90003#comment-271776

As for difficulties contacting support, I don't see any emails from you in our system. We have only one support case created yesterday after we've received an email from Cleverbridge - our eCommerce provider.
Could you please clarify which email address you've used to contact us so that I can clarify the situation?

+ you don't need to have an active support program for contacting us with licensing/customer care questions. As I've described in my previous posting, you just need to select proper issue type:

Just select "customer care - serial number issues"

Best regards,
Anna

Fr, 05/08/2015 - 17:34
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