I purchased a 3 user TI2019 upgrade - I can't activate and can't get in touch with support
I've been maintaining/purchasing multiple workstation TI licenses since 2009 (or maybe earlier). I just purchased an upgrade from 2016 to 2019, it won't activate, I've filled out the chat forms - no Chat Now button appears. I've tried instant chat - it sends me back to refill the chat forms. I've tried it in Chrome and IE, Apple and Windows. I can't find a working phone number for Acronis. If I can't get this figured out really quickly, I want my money back and I will never again use an Acronis product and I will stop recommending it to my customers. Every version gets worse.
The first machine I upgraded went fine. Win 10. I haven't actually tried to use the software yet, but it activated.
The issue I am running into is that on one particular Mac, I enter the new serial number (which it won't let me paste in the field), it says it is valid and to enter the previous serial number. It will only let me get about 12 digits of my previous serial in before it says invalid, and clears the field. I have tried multiple previous serials to no avail.


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If I sign out and back in through the TI GUI, it prefills the new product key (which is a plus), but it then prompts me for a previous product key, as this is an upgrade version. I have tried a number of my TI 2016 keys (that were not upgrade keys), it only lets me get as far as the 24th character before it says it is invalid and clears the field.
I appreciate your help. If you have any additional suggestions, please send them over.
Thanks!
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Are you including the "-" in the serial number being upgraded? If so try without the "-", just use the numbers.
On the support page problems, you need to be logged into your Acronis Account for full access including live chat. Did you log in when you went to Acronis home page?
Ian
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I've tried it with and without the "-", it gets to the same digit either way, and with multiple codes.
Yes, I have tried multiple times on the support page, I fill in the form (while I am signed in), but the 'Chat Now' button never appears. All chat roads seem to lead me to the same page. I used to work for a hardware manufacturer that resold Acronis products, I tried the phone number we used to call for support, but it has been disconnected.
I've tried different browsers, different computers, etc. About the only thing I haven't tried is a mobile device. Maybe I should try that.
Thanks!
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Please Message Ekaterina Surkova with your issue at this LINK
It will take until Monday but she should be able to resolve the issue for you.
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I'll give it a shot - Thanks for your help!
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I agree the best way to resolve the matter will be to Message Ekaterina Surkova.
Some very weird things can happen with licencing. I have an issue at the moment where I have been sent auto-renew invoice for a product that is not listed in my account. You can only have 5 licences for ATI in one account, and my account shows a 5 licence True Image Premium expiring in August 2019, and got a two year auto renewal for a completely different ATI 5 user licence (non premium version).
Time-frame wise, I believe Ekaterina in located in Europe so bear that it mind. Where I am we are +10 or +11 so I always need to be mindful of time difference.
Ian
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Yep, I sent her a message, I will wait patiently for her response.
Is that true that you can only have 5 licenses in your account? My account that I am using now shows at least 9 different license numbers. I wonder if that is causing me problems? Mine are all perpetual licenses though, which may be different.
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I suspect it is 5 for current version. My account shows licences going back to Acronis True Image 10.0, and includes a 5 User perpetual licence for ATI 2016. I suspect the 5 licence limit was introduced some time after ATI 2016 was released.
As an experiment I clicked on upgrade in the Account section of ATI 2018 (on my second account) and got the message about 5 licences. The weird thing is that account already has 6 licences for ATI 2019 premium. I have no idea where the 6th licence came from.
update: This is getting really confusing, logged into my Acronis Account, and for ATI Premium clicked on buy more and it allowed me to order a 5 user licence - although I did not go beyond the order state.
Ian
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Hello JeffreyD,
If you have a perpetual license, the phone support would not be available. However the chat should be - I will check with the Support department whether there were any issues with the chat form.
Did you manage to get support and activate the licenses?
My guess is that as a "previous" version you had an upgrade key, not the full one. We could check that if you could DM me with the serial numbers you have used.
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No, I have not.
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JeffreyD, please, DM me with the keys you have used, I will do my best to help you figure the issue out.
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