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Can't Sign In to True Image

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I downloaded Acronis True Image on a second computer (I pay to use it on multiple computers), but it won't let me log in. Whenever I try, I get an error saying Acronis failed to log in, and that I should try again later. 

I know my password is correct, as I can log in online with no problem. I've tried uninstalling Acronis, restarting the computer, and re-downloading it, but the problem persists. I read the Knowledge Base article the error links to, and I tried all the fixes, but I'm still having the same issue.

This is really annoying, as I'm paying to use the service on multiple computers, but the product is not letting me do so.

Any ideas on how to fix this?

1 Users found this helpful

Anna, welcome to these public User Forums.

What type of license do you have here?
Is this a perpetual license or a subscription license?
Does the license include storage in the Acronis Cloud?

Is your second computer connected to the Internet using a Proxy server or a VPN?
These are known to cause issues!

Have you tried entering your license serial code instead of signing in with your Acronis account?

Hi Steve,

 

Sorry for the late response. I have an Acronis True Image Premium Subscription License. It includes 1 TB of storage on the cloud. My account shows that I have activated 1/3 computers under the license.

 

The second computer is not connected to the Internet via proxy or VPN.

 

I've looked on my account but cannot find the serial number anywhere. I referenced the Acronis KB and is said Subscription licenses do not have serial numbers displayed.

 

Thank you.

Anna,

After installing the application on a second or third PC it is only required that you visit the Account tab in the application and log in to your Acronis online account which will in turn activate the product.

Hi Enchantech,

 

That's what I've been trying to do. However, every time I try to log in, I get an error message as described above. I've gone through all the Knowledge Base solutions and still have the same issue.

 

Thank you.

Anna,

Just to make sure, you have tried this solution https://kb.acronis.com/content/56646

If you have then I would suggest contacting the Forum Moderator Ekaterina who should be able to help you with this.  Use the link below.

Ekaterina

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Posts: 250
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Hello Anna,

the following article might help https://kb.acronis.com/content/63358 Please check it