Registration Problems - Message - Serial Number is already registered

If you haven't, you should contact Acronis sales/service on this issue. Ths is esentially a user forum although Acronis read and answer some posts.

Perhaps your difficulty with the support system is in part due to the language barrier -- a little patience goes a long way. Also have you contacted the seller to confirm that they sent the correct reg numbers?

Hi, Scott.

Thanks for your reply. I took your advice and emailed Cleverbridge, the people who sent me the keys. I will see what happens.

I had already contacted Acronis customer service after searching on their site for a ½ hour. The webform was not in the customer service section (at least I could not find it); it was in a contacts link on the Business tab.

Some comments:

I have no language barrier issue with English. I am an American living in Taipei. Do I experience a language and culture barrier with Chinese and Taiwanese? Yes I do.

I agree with a certain amount of patience in dealing with any company. I don't have much patience with companies whose websites are obtuse, hard-to-navigate and convoluted. I should know. I worked for Microsoft for years. IMHO, their CS is substandard.

There are excellent companies which make it easy to communicate with them. I deal occasionally with Sunbelt Software and I am very happy with their CS.

I think that Acronis needs to adopt a straightforward, cyber-communication style. At least IMHO.

Again, thanks for your reply.

Take care,

--jerry

####

Wednesday, March 03, 2010 3:39 PM (Taipei time)

UPDATE: The contacts link was on the Company tab, not the Business tab. The URL is http://www.acronis.com/company/contacts/request/index.html?t=1.

Hi Acronis.

I have not heard back from either Acronis CS or CleverBridge.

I have already contacted Acronis customer service. The ticket number is #00538958. I have already contacted CleverBridge.

Non-response merely serves to reaffirm my opinions (as noted above) about your CS, or lack thereof!

Acronis, please respond at your earliest convenience.

Take care,

--jerry

Hello Gerald and Scott,

We're really sorry for the inconvenience you've experienced.

Gerald, it seems that there was a temporary problem with our registration database. Now I've already registered your purchased software under your account.

Please let me know if you need any further assistance, I'll be glad to help you.

Scott, thank you very much for your help.

same here as OP. Sent problem to acronis support already.
"the plus reg code is already registered"

Hello Bill,

Please accept our apologies for that issue.

I've issued a new serial number for Acronis True image Home 2010 Plus Pack and have registered it under your account.

Please let me know if you need any further assistance.

Thank you.

Hi Ilya.

Thanks for taking care of the matter. I appreciate your help, Ilya.

Take care,

--jerry

Hello Gerald,

I'm really glad that we've managed to fix the issue.

Please let me know if you need any further assistance and please accept our apologies for the inconvenience.

Thank you.

Ilya,

I had a similar issue with ATI2010, I contacted customer support when I couldnt get it to register in my account. After an online chat they gave me a new serial key and it registered fine. This was last week...

Today I went to install the programs finally and didn't have any problem installing ATI2010 but when I went to install the Plus Pack it said the serial was invalid. I used the exact serial key registered in my account but it still said invalid serial.

I went to contact customer support but it's too late for live chat to get help, are you able to provide some help? If not, I'll just contact live chat for help tomorrow.

Thank You

Hello Gary,

I've replied you via Private Message since there's some private information (serial number).

Thank you.

I have my original CD 2009 home version with the serial code, I registered it a long time ago. I no longer have the orignal account info so i set up anew account. when i try to install the program you say S/N is invalid. when i go to your web site you say it is already registered, ok I did it probably under a different account, when i try to contact support about this issue you want the build number but i can,t open the program to get this number! YOUR SITE IS A REAL CATCH 22!! Can you please help resolve this issue!!

Bob,
Contact Anton, the forum moderator at this link via a Private Message
http://forum.acronis.com/messages/new/71
Advise both email addresses and your situation and he can assist.

Hello,

I just bought an original TI v2013 CD online at eBay and it arrived today.
The owner (I have their name and address) sent me via eBay their purchased CD to me telling me that they had uninstalled it and didn't want to use it anymore, but they said when they first installed it they did they registered it at Acronis, and that they would help resolve anything if it didn't register for me.

When I went to register it today it prompts me it's registered already. Darn it, so I've sent them an email via their account on eBay asking them to contact Acronis and remove it from their account so that I can register it.

They contacted me back telling me they don't use TI and for me to take over their infos. Well I have all previous versions of Acronis registered to my own name and am proud of that, silly me huh, anyway but I want to use my own registration on my own account.

Is there anything I need to know what to do here instead of going through all the hassle of sending this back to them for a refund...is there a way they can dissolve their account and transfer a registration over to me?

I'm in contact with them, they gave me all their info and said Acronis can contact them and they will do whatever is necessary to dissolve their account credentials and registrations to give me a registration.

I wish I never got involved with this, but I am here.

How can we properly proceed to take care of this, thanks

Rick,

When you install the software, the program will provide you with a link where the software must be de-activated.

You will need to provide the original owner with the link info and they will have to log into that link and deactivate before you will be able to activate your instlllation. They will have use the link and their original email address in order to authorize for them to be removed as the owners. I don't believe this is anything that Acronis will do and it will up to the prev owner to removes themselves as the owner via deactivation.

edited,
Grover please see my next post to you, #18, thank you.

You should ask for a refund. The previous owners violated the terms of the End User License Agreement when they sold you the software. If they give you any problems, you should be covered by Ebay Buyer protection. Since they didn't possess the right to sell you the product in the first place, you shouldn't have to return the physical media unless they pay for return shipping.

1. SOFTWARE LICENSE GRANT
Subject to the terms and conditions of this Agreement, upon payment of all license fees owed for the Software, Licensor grants and Licensee accepts a nonexclusive, nontransferable, non-assignable (unless such prohibition is otherwise prohibited by local law), limited license (“Software License”) to use the Software solely in accordance with the terms and conditions of this Agreement.

You are probably right Joey, I can see that now. If I had to do it again I would have not done it.
I can tell by their cooperation and sincerity in response though that they did not know the legalities of what they did and they have offered a full refund (but want the product back and did not mention paying return shipping, of which I would insist)

Anyway, they don't want or like the software and have uninstalled it completely, and because of their cooperation and sincerity working with me to resolve this now, I would like to resolve this in the easiest gentlemens way if possible, without me having to take the time to go through any eBay buyers protection and the hassle of a return and all that stuff.
Hopefully Acronis or someone in authority can help us make the change since everything is transparent.

Grover,

Following your post I have successfully installed and it seemed like it successfully deactivated theirs just like you mentioned to do above, and then it successfully activated this install on my computer and my install 'Does Show Activated', HOWEVER, the most important thing I want out of this is when I look in my Acronis account I still see I only have 7 different registered versions of TI, and I want it to show 8 versions now and I don't see TI v2013 listed in my account either which absolutely I want to have that show up! Also for whatever reason their serial number still shows up in their account when they look, and not in mine? They want to close their account and give me the 2013 serials which is all they have in there anyway.

Did I do something wrong with the way I installed mine with those prompts then?..well I couldn't of if mine shows activated right? ..anyway, the:

Most important question please:
***With their total corporation, is there a way to get the serials out of their account and have them show up in mine?***

If not, can they turn in their 2013 serials deactivated, and can you give me new ones replacing theirs that will be connected to me and only show up in my account list?

Rick,
Have you recently tried to add the serial onto the your personal registrationn webpage as per signature link 9 below

I don't know if this is possible until the orignal owner has completed the deactivatin screen.

Rick, all you can do within the program is transfer the activation from one pc to another. This does not transfer ownership of the license.

http://forum.acronis.com/forum/6073

The post in the link above from an Acronis Support Professional indicates that what your trying to do isn't going to be possible.

http://forum.acronis.com/user/36716

Click this link to contact Anna (Professional support). Then click send this user a message. She may be able to definitively answer your question.

Hi Grover,

Yes, it still says that the serial is already registered when I try to manually enter it there, I've tried it a dozen times now, and just tried again when you asked me.

Yes the deactivation method was used on the original owner Yesterday, and I have .jpg screenshots of those processes that took place and am looking at them both now, it shows the prompt saying
"Moving License"
"Warning! The selected activation will be canceled"
"Select computer from which you want to move your license"
checkmark is in the circle next to "their name and the date and time they registered it"
checkmark is in the box "I agree to deactivate the product on the selected computer"
The "Move License" button was clicked
....and then I took over putting in my information, and that took, and then my TI 2013 version activated itself, it even shows my email login address on the top right of my TI 2013 opening screen now, and at the bottom left of the opening screen it says "This product has been successfully activated"

However as I said when I go into my account and look at all my registered TI versions, 2013 is not listed with all the others.
I see within the "Synchronization" tab though on my account it has a "'linked" to my computer name for my TI 2013 install, not that helps me.

However I Want To Be Able To See it in My Registered List but it's not! Interestingly the serial numbers (they have two licenses) and those two serials still show up in their account list, not mine! ..even though I am activated on them?

They agreed and have given their email address for contact saying they would do anything necessary to help deactivate their account since they do not want or use the software, they said they have already uninstalled it from their two computers, and also again I have the screenshots of both those computers names deactivation process taking place yesterday to confirm that deactivation process.

My TI 2013 software is activated using 'either of those serials' and I can change serial numbers back and forth and it still activates, and that' fine, but again, I Want To Be Able To See those two serials in My Registered List (heck I only really need one but they bought two is a point I guess)

Who has the knowhow and authority to make this happen for me?

Send a private message to the moderator asking for assistance on this link.
https://forum.acronis.com/messages/new/36716

Okay Grover thanks, message sent, thank you, I hope Anna can help.

Joey I see you replied with the information too, I was composing my message during when you posted yours, I didn't see it till now. Anyway, thank you also for your help and information, again I hope Anna can help in this case anyway since everything is transparent and truthful.

If not being able to transfer their serials, then (with their permission of course) can their serials get removed from their account and permanently deactivated, and can you give me new ones that will be registered only to my account list?

Thank you!

Well I have some good positive news.
Thank you to Everyone! who helped to make it happen.
I just could not imagine Acronis not helping considering all of the truthful transparent information of events I posted that took place here.

I opened a support ticket, and giving a link to this thread, I was able to get help from a Support Engineer at Acronis

Along with the help of the original owner, and following the proper software deactivation and activation procedures, in the end with the help and intervention of Acronis Support to make it happen, I was able to get the serial transfered out of their account, into mine, and so now I'm the sole registered owner.

Thank you Acronis Support for your flexibility when justified, and willingness to help out when needed, and to everyone here who cared to help make it happen.