Support for True Image 2018

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Beginner
Posts: 1
Comments: 1

Hi,

I wanted to contact Acronis for an issue I'm having where backups remain queued indefinitely. However, I can't because my account says my product is not supported. I bought True Image 2018 in July of 2018. According to the support cycle, my support ended in August of 2018 due to a new version of the software being released. Is this correct?

How do I contact someone. I can't find an email to ask questions. No one answers the US phone provided. Very disappointed so far in this application.

 

Wed, 12/26/2018 - 15:04
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Posts: 250
Comments: 7092

Hello Erwin,

welcome to Acronis forums! Regarding the issue, I'd suggest checking solutions from the article https://kb.acronis.com/content/61978 (step 2 is not applicable for Acronis True Image 2018, but other steps should be valid for 2018 as well)

I'd also like to comment on the support policy. Acronis commits to provide free support for the current version of Acronis True Image for one year. When the new product is released, another two months of free support are available for the immediately previous version.

Then, owners of the immediately previous version (n-1) can get Pay-Per-Incident support: https://kb.acronis.com/ppi.

If you have an issue that is a confirmed bug, we will refund the Pay-Per-Incident (PPI) fee.

Product documentation, Knowledge Base articles and Forum help are available on our website for any products that are out of the Support lifecycle: https://www.acronis.com/support/lifecycle/consumer.html 

If you currently have an active subscription (Acronis True Image 2018 Advanced or Acronis True Image 2018 Premium), a new version build will be available to download for free in your account after release. To activate it, just sign in to Acronis True Image 2019 installed on your computer, no additional serial number is required. The new version will be active until your current subscription expiration date.

If you purchased/activated Acronis True Image 2018 Standard (not subscription) between July 23, 2018 and August 21, 2018, you are eligible for a free upgrade to Acronis True Image 2019 Standard.

Wed, 12/26/2018 - 17:34
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truwrikodrorowrelupicugojestutroclulachosaswunuhospikigawakijosaswenomaruclojeueclikaspedrubewidebrisubrohutrurifruuagothunugekedrumucisiuobrobrecrupeslapuswosluprothethibakaslechurathikucli
Beginner
Posts: 1
Comments: 1

Hi!

 

Thanks for the reply and clarifying the information.

I bought July 18, 2018. I understand you need to have a cutoff date for upgrades. I have no issues with that. It was just my bad luck. However, your support policy is baffling to me. I guess I bought a clearance item.

Anyways, thank you for the information.

Thu, 12/27/2018 - 01:03