Backup to cloud fails

I did a search and found nothing on this, so new post. I have had very mixed results with Acronis backup to cloud. My Windows laptop backed up once but since has had a couple of failed attempts and one success. My MacBook Air has never backed up successfully. At some point in a long backup there's always a glitch of some kind and the software needs to be able to recover from that. Acronis mostly does not recover.

I have no problem with local backups.

Somehow I discovered CrashPlan, which had a 30 day trial. The MacBook backed up flawlessly, recovering elegantly from all kinds of glitches including rebooting the router, putting the mac to sleep, an unexplained disconnection of 30 minutes, etc. CrashPlan always began again where it had left off in stark contrast to Acronis.

Since I had paid my $150 to Acronis for cloud backup, and it doesn't work for med, I requested a refund. That was several days ago and I have heard nothing. Hopefully I will get a refund for software that does not work. I would give Acronis 2 stars, the one extra star is for their good local backup. But I already had Acronis 2015 and woudl not have needed to buy the new version if all I wanted was local backup.

UPDATE: May need both programs. Just tried to create a local backup to a Passport drive using CrashPlan. Abysmal performance doing a local backup (maybe it's me not understanding something), so went back to Acronis and it's doing its usual fast and reliable backup. So my new thought is to use CrashPlan for online backup where it excells and Acronis for local backup where it excells. Hope all this is helping someone.

ANOTHER UPDATE: I spoke too soon. While my Acronis local backup of my MacBook Air went flawlessly, I was unsuccessful at making a local backup of my Windows 10 laptop, though I had no problems in the past. A very frustrating thing to me about Acronis is that the user gets so little feedback about what's going on and what's wrong. I tried a regular full backup and when that didn't work, I tried to clone my main disk to my Passport USB drive. In each case, the progress bar appeared and lethe little annimation showed, but nothing actually happened. In contrast, with CrashPlan, there is always feedback about which file is being backed up, speed, etc. With Acronis, nothing! That makes it hard to figure out what's going on. I think Acronis dumbed down the interface to make it "easier" but they went too far.