Unable to renew Acronis Cloud/Online Backup subscription

I'm really sorry if I have chosen the wrong thread to post this but I'm new to the forum and not really sure where I should be posting this; anyway I would like to seek clarification on something, I have been a long term (home) user of your True Image products (2013) and I am now very interested in taking out a cloud subscription with my upgrade to the 2014 edition but I’m not really sure how this cloud backup works long term, for example; If I take out a Cloud subscription with you and have all my data backed-up to it, what happens if “for whatever reason” I decide not to continue my subscription with you either next year or the year after, what happens to all my data?

Do I get chance to remove it and if again “for whatever reason” I could not or did not get the chance to remove it before my subscription expires, what happens to it? Also and I do not want to be morbid here but what happens to my data in the event of my death?

Hello Nicholas,

welcome to Acronis Forum!

I'll be glad to help you with answering these questions.

If you decide not to prolong Online Backup subscription, your data will be available for you within 30 days after subscription expiration date and then all data will be safely removed from the storage. It means that they will be completely destroyed and nobody can get access to them.

And you can always remove your data from our storage following this guide.

Let me know if you have further questions.

Thank you!

I have exactly the same problem that Brad described -- I just got an email stating that my online backup subscription expires tomorrow and that I should renew by following one of two links to either renew for a year or switch to autorenewal. However, neither link takes me anywhere where there is even a mention of renewing a subscription.

I notice nobody has yet bothered to answer Brad's question, unfortunately.

And when I searched the site for "renew" I was able to find a link to a Knowledge Base entry on renewing the online backup subscription. Basically there is no way to "renew", according to this entry -- I just have to purchase a whole new license and get a new serial number, and then register that serial number. But wait, that's not all! Apparently I have to then figure out how to associate this serial number with my old subscription in order to keep it alive for another year.

The Knowledge Base entry has a step-by-step guide to how to do this renewal, except for the step of purchasing a new serial number. So I've been trying to figure out how to purchase a new license for home online backup, and every time I select the "Buy now" button, it takes me to my person account page that shows that I have a license set to expire tomorrow. No way to purchase a new license!

One would think that a company would want to make it exceedingly easy for customers to spend money on their products, but such is apparently not the case with Acronis. It's a great product -- as long as nothing ever goes wrong (or expires).

Hello Cathy,

thank you for your post.

I'm very sorry to hear that you've experienced so many difficulties renewing your online backup subscription.

The general instruction actually is very simple: if you haven't activated subscription auto renewal, just log into your account at Acronis website and purchase new online backup subscription for home products. 

It is strongly recommended to extend your Online Backup service on the last day of your subscription period, or even a day after your subscription expires. Choosing to extend the Online Backup service before it expires will start a new subscription period, and the amount of money already paid will not be recalculated.

If you renew Acronis Online Backup subscription during 30 days after subscription expiration, the existing backups will be kept and you can continue backing up data to the same archive. 

The article that you've found most likely applies to corporate online backup subscription. But in any case I've forwarded your feedback to responsible team and relevant knowledge base articles will be reviewed.

Regarding Brad's post: the answer was provided through support ticket and that is why we didn't duplicate it on forum.

Let me know if you have any additional questions.

Thank you.

Hello Anna,

Thank you for your reply.

It was not at all simple to log into my account and purchase a new online backup subscription. When I tried to do that it put me in an infinite loop between my account information and the page to purchase the online backup. I had to call the help desk to have someone put through the purchase order for me. But would it be too much to ask to have a button for renewal available on the website? Otherwise customers have to go through a lot to figure out how to renew their product when they get a link emailed to them to help them renew but that doesn't say a word anywhere about renewal.

Also, if Brad's question was answered by someone at Acronis, it really would have been a good idea to post the answer as a reply to this forum so that other people like me could have seen the answer and saved ourselves (and Acronis) a lot of time and annoyance. Isn't that one of the major purposes of a forum like this?

Also, about a week after I was finally told that I didn't really need a serial number to renew my online storage subscription (after both a help desk person and the Knowledge Base had stated that I did) and that my subscription had been successfully renewed and was in good order, I received an email from Acronis saying that my online storage subscription had expired 7 days before! It appears to still be functioning, so I believe that email was likely sent in error, but I don't really know for sure.

Really, this whole renewal process could not have been more difficult, time consuming, and frustrating. It was like Acronis was doing everything in its power to prevent me from giving it my money.

Again, it's a great product but the customer service is worse than atrocious (no offense to you, as I think the problem is structural and fundamental and needs to be addressed by those at very top of the Acronis decision-making ladder).

Cathy

My issue is not about a renewal, but it´s related to the changes in the product names.

I had a Backup Online subscription that ended last month, then instead of renewal I was told by Acronis representatives in Mexico, that I had to buy a new service (named PC to Cloud) instead of a renewal. Finally the new purchase was done and now I find that the computer that is linked to the expired service is not able to be linked to the new one.

I delete the first vault created (Online Backup) and if I try to create a new one to link it to PC to Cloud, as soon as I finish I find out that the expired service "rules" over the new one. How do I "untie" the pc to be backed back up from the expired service and link it to the Cloud?

Thanks in advance

Hello Joaquin,

such difficulties are better to be investigated on case by case basis.

Please contact our support with detailed description.

Thank you.

Second day trying to renew (extend) a current subscription. Acronis you really make this difficult. This should be the easiest thing in the world to do....no it's not. I need help. Acronis...make this a no brainer like it should be. Help!

Second day trying to renew (extend) a current subscription. Acronis you really make this difficult. This should be the easiest thing in the world to do....no it's not. I need help. Acronis...make this a no brainer like it should be. Help!

John, I would recommend sending a PM (Private Message) to Gaidar, General Manager Acronis True Image, who should be able to get this moving for you.

Thanks Steve. We will give this a try. Your assistance is greatly appreciated.