What to do if you cannot contact support or have an issue with an existing case.

Why can't I send an email to support from your support website even after logging in, selecting 'Technical Issues/Questions' and selecting the product (Acronis True Image Home 2011)? The rest of the page is grayed out (Step 2, etc.). Thanks!

Hello Tim!

Thank you for your question, I will be glad to address it!

In order to proceed with submitting the request, you need to select what version of the product you're using (full version in your case). You will receive a pop-up window, where you need to select the version of the product you're using (Acronis True Image Home 2011). After that all the options will become available.

Should you need anything else or have any further questions - feel free to contact us at your earliest convenience, we will be happy to help you!

Thank you!

I have given on these support emails as when they finally come through they completely contradict what the last one has said. I have requested a refund and I can't seem to get the so called free online backup service to work .... yes supposedly 3 months ... then it's a 1 month and so on...

Given up with this as it doesn't work any way. This is a poor service and what are you supposed to do?

Hello JohnnySshh,

Thank you very much for your post.

I have forwarded your comments to our Management team, please accept my profound apologies for the inconvenience.

You can always contact our Management team directly via this e-mail and submit your feedback from this link.

Please feel free to contact me via a private message if you need additional assistance.

Thank you.

Considering that you mentioned in the first post that "THIS POST IS FOR RESOLVING CASES ISSUES/DELAYS THAT YOU HAVE OPENED WITH ACRONIS SUPPORT", I would like to know if this is the place to talk about a technical issue that has been post in different places in the forum but never receive a final answer? It's about the NSB of TIH2011 that stop working. I will wait for your response before going into details.

Dear  Mario,

Thank you for your question.

I regret to inform you that this thread is related not to the technical issues discussion, but for reporting about the inconvenience with the currently opened support case. All other comments will be deleted from this thread.

Unfortunately Forum is not a support channel, but a community, and in case of technical difficulties we always advise to contact support directly.

Should you encounter any misunderstanding, lack or delay with the response from support side - let us know in this thread, we will sort this our.

Thank you!

Seeing as how I'm having problems with ATIH 2011 and Acronis OVERCHARGED me for the upgrade by $20, I will DISPUTE the entire charge with my bank if I don't get resolution within the week. I've been with Acronis since the 2009 version and I'm TIRED of it, quite frankly...

Login to your own special Acronis web account (upper right corner of this webpage) and contact LiveChat. You have other support options under the "contact us" option. You can get this resolved if there was a mistake made.

Let them know if you had any type special pricing promotion.

http://kb.acronis.com/content/3699

Already been through that garbage with on-line chat. The "person" seemed like a bot anyway with all the obviously automated responses. "He" was unable to help with either of my problems. 1) overcharge on credit card and 2) why validation takes so long after a backup when validation is selected. Manually, it takes 30-40 minutes, which is normal, otherwise it's 10+ hours to days...whatever it decided to "calculate" for the time.

Ugh with Acronis overall and I've been with this since the 2009 version...

Here is additional help to enable you to get your pricing issue resolved. Acronis offers 30 day money back guarantee.
http://download.acronis.com/pdf/Customer_Handbook_Consumer_US.pdf

GroverH wrote:

Acronis offers 30 day money back guarantee

'Nuff said...

Hi, my 'products' purchased seems to be wrong - it shows my Acronis 10 and 2009 but not the Plus pack that came free with one of them (cannot remember which) and my 2011 which I bought in January or so.

I am having trouble contacting support because of this (it keeps making me choose one of these obsolete products and then tells me I am not eligible for support).

Any ideas?

Hello Lawrie!

Thank you for your post, I will be glad to help you with the situation.

I have checked your account, and found out that your newer licenses weren't registered to it, and it caused this inconvenience.

I have registered your licenses to your account, from now on you should have no problems contacting support.

Should the issue remain, please let us know, we will be glad to help.

Thank you!

I am trying to find the PPI link to purchase support. The KB on how to do this sends me right back to where I came from. The link the CSR provided in his response email I get 'Access Denied'. After almost 30 minutes of trying different combinations...I GIVE UP!

So far, I have had nothing but problems with your products and regetting moving from Norton Ghost (which has worked reliably for years) to Acronis on my 3 devices. After 4 months I am still not able to get the product to do what it says it will do and since it takes time to go through a cycle, it was hard to detect in 30 days. I don't mind spending the $9.95..., but thinking very series about going back to the tried and always working Norton product over a company who's support is substandard.

Hello Jeffrey,

Thank you for posting.

I was able to find your open support case in our system, just in case, if you need to purchase PPI you can do the following:

1. Log in to your account at www.acronis.com here.

2. Click on the Get Support link.

3. Click on Contact us link.

4. Select the tab that says Technical issues/Questions and select I am using a full version.

5. Select your product and you will be prompted to purchase PPI.

If you have additional questions about your case please let me know.

Thank you.

Some time ago I purchased TIH 2010 and Plus Pack digital downloads. Had been a buyer of previous versions. Forgot to register the new ones. Today I was considering upgrade to TIH 2012. At the TIH site, within my profile, tried to register 2010 by putting in both of the serial numbers for the 2010 products. One went in; another did not. Tried the rejected number again. No joy. System wouldn't recognize the serial number for the Plus Pack, directed me to the Support page. Support page would not let me access any support option other than the forum!

So... I can't register one of the two products that I bought at the same time.

Am I supposed to pay Acronis for the "support" necessary to register the product?

Fair to say I won't be considering an upgrade if I can't get my current products updated or even recognized.

Also, it was strange that I could not find any "update" link or action within the ACR 2010 program. Most applications these days make updates more or less automatic, or at least provide the update link somewhere in the menu structure.

Hello Richard,

Thank you for reporting about the issue. I understand your concern, and would like to address it.

You don't need to pay for support for the issues related to the Customer Care. All you need is to enter the Support Website and specify there your issue: Customer Care -> Serial number. You will be able to access tech department directly for online assistance with the problems related to the license key.

I have also checked the serial of Acronis True Image Home 2010 Plus Pack. It's valid for installation, but indeed cannot be recognized by our website system. I have notified our Management and Directors teams about it, and will contact you directly via PM shortly. We will solve this issue, don't worry.

The updated are available at your account in the Product updates tab, feel free to proceed with downloading the latest version and installing it onto your machine.

Let us know if you have any additional questions or concerns, we will be glad to assist you.

Thank you.

I am trying to install True image echo enterprise server on Windows 7 and it says that there is an incompatibility issue. Where can I get the 64 bit version of the file. I only see the 32 bit. Could you help me out with this?

Hello Jeremy,

Thank you for posting. I will definitely help you with your question.

Acronis True Image Echo Enterprise Server does not support Windows 7 and we do not offer support for any issues which occur if the program was installed on this operating system.

We do however have a newer version of our enterprise software called Acronis Backup and Recovery 11. Since Windows 7 is a workstation OS there is no need to install a server version on it. Maybe you could consider Acronis Backup and Recovery 11 Workstation.

You can download the trial version from this link and this article has additional resources that will help you to set it up and use it.

Please let me know if you have additional questions.

Thank you.

Bonjour,
J'utilise Acronis 11.0 (8107) avec succès mais aujourd'hui, voulant faire une sauvegarde, j'obtiens l'erreur #1314 (0xFF0) bien que j'aie lancé Acronis en mode Administrateur. Je vais essayer en mode sans échec mais je souhaite savoir pourquoi j'obtiens cette erreur et quelle est la solution à apporter. Merci de bien vouloir me répondre sur car mon adresse d'inscription n'est plus valable. D. Bloud

Why is it so difficult to contact Acronis for support. I have been given a case number ( 01404791 [ref:00D3Zcb.5005EXFhl:ref] Subject: Livechat:Can't do "clone" get operation failed). I sent them a copy of the process monitor today but it took me some time to understand what they wanted. I had sent EMAIL's previously asking for more info and haden't heard from them. How do I get my 2011 to do a clone and stop telling me "process stopped". The process monitor said "access denied". I don't know where to go from here?
THanks.
George

Hello Denis and George,

Thank you for your posts. I will definitely help you with these issues.

Denis, we have a solution for this issue in the following KB article. Most likely this issue is caused by the fact that the task was created by a different user even though he had administrative rights.

George, I am really sorry to read about this issue. I will follow-up with our Support representative working on your case with your feedback and I would recommend this KB article which is the most reliable way to perform cloning with our software.

Please let me know if you have additional questions.

Thank you.

A few days ago, I've emailed the support services of Acronis in respect of an issue about registration of the serial number for the software TrueImage Home 10 that I purchased in 2008. In the reply email, the technical staff of Acronis has requested an explanation for my registration of the serial number in respect of a legacy version software because I've already the latest version TrueImage Home 2012 on hand. This request seems strange for me at first sight since it's the right for the owners of the software to register their products with the vendors, no matter whether they already have the more advanced versions of the software or not. To meet this requirement, I've provided a detailed explanation together with a captured image of the installation disk and the containing sleeve displaying the serial number to the support services of Acronis to support my positions.

More surprisingly, the new evidence still seems to fail to convince the relevant technical staff of Acronis, and he/she has requested me to provide my phone number for him/her calling back to discuss the issue and to find ways to fix the issue. It's hardly for me to imagine that the problems of a technical nature can be resolved over phone rather than through email communications and documentation. I believe that if my registration of the software can't succeed for certain reasons (say violation of the terms and conditions imposed by Acronis), even you've given ten times of phone calls it can't still help.

I want to know if this is normal practice to request the phone number of customers for calling back to fix the issue even though the customers have provided adequate and essential information?

UPDATE:

Actually I don't know the Acronis staff who have conducted email communications with me in respect of the concerned issues is a member of Aronis customers services or Acronis support team. I've received the latest email reply from the Acronis staff informing me the key requirement to resolution of the concerned issues, and that key requirement is the one that I can't fulfill. I'm surprised that the Acronis staff doesn't tell me that key requirement in his/her first email reply, and just demands from me an explanation for my registration of the relevant serial number.  Additionally, when I've provided additional information together with a proof of purchase of the product, the Acronis staff still doesn't tell me the truth -- the key requirement should be fulfilled in any circumstances for my successful registration of the relevant serial number. The final result: I've been forced to give up the delivery of the product for registration.

If I knew the existence of the key requirement which should be fulfilled beforehand, I won't spend the time and efforts to communicate with Acronis which will eventually produce fruitless results. May the Acronis staff please tell the most important information to the customers in respect of the issues raised by them at the beginning but not the final phase of the email communications. And more, customers shouldn't be asked to provide irrelevant information which is of no help to resolution of  the concerned issues.

Hello Ching Wan MA,

Thank you very much for your post.

I am terribly sorry for all the inconvenience. Our Support professional wanted to make sure that the serial number that you provided which was registered under a different e-mail account, would comply with our company policy regarding transferring registration information from different accounts. Please accept our apologies for any inconvenience this has caused and if you need additional assistance please let me know.

Thank you.

Thanks to receive your reply and my comments are as follows:

1) I don't blame Acronis on turning down my request for registration of the serial number of the software, and I respect the terms and conditions imposed by your Company on the license agreement of the relevant software. What makes me, as a customer, unhappy is that the way of your customer services or support team members of handling the customers' inquiries.

2) Your staff should inform the customers the most precise and vital information in respect of the issues raised by customers as early as possible, but not at the final phase of a chain of time-consuming email communications. In my case, as an example, your staff should straightforwardly point out: without approval of the existing owner of the email address with which the serial number of the software has been registered, the removal/transfer process certainly cannot proceed. Your staff shouldn't request me to provide an explanation of my registration of the serial number for such a legacy software. That request has been proved of being irrelevant and can't help to resolve the concerned issues. More worse, your staff has still kept silent on the key information even I've provided a detailed explanation together with proof of purchase of the software to support my request. I've a sense of making fool by myself and feel that your staff has made fun and games on me.

3) While your staff has known that my registration of the serial number of the software will definitely be turned down because of my situation, he/she has requested me to provide my phone number for discussion of the concerned issues and finding out ways to fix them. The purposes of such requests are questionable because I don't believe that Acronis will change its mind to give its approval to the transfer of the serial number of the software if the anticipated phone calls have been conducted.

4) In conclusion, your staff has performed in a non-professional way and of a weird manner that has puzzled the customers. The concerned issues have costed me such substantial time and efforts while the final answer should have come to my knowledge in your first email reply to me.

I own a full "upgraded" version (build 6857) of ATI Home 2011 that I purchased on 6/24/2011.
I just today opened my ATI to check on some things, when it notified me that an update was available, so I accepted the update. The system downloaded the new file and it went into installation mode.
Just two green dots away form finishing on the installer progress bar an error message popped up saying that a "network error" was encountered in reading the downloaded file and it needed to abort the install (I have no clue why the system would need to use the network at all due to the drive being internal??).
After trying this three more times AND re-downloading the update again, no success. The same error occurs each time.
On the first re-try I tried to just clicking the downloaded *en.msi file, which resulted in the windows installer telling me that a version of this program was already installed and that I first had to "un-install" it, which I did not want to do.
I examined my choices on your website for support and was told that I had NO SUPPORT. Beyond that I did not find a related article on your site to give me a clue.
FYI the file the Acronis installer downloaded is "ATI 2011.6942_s_en.msi" (162.1MB).
Can you please help me get beyond this issue? Why no support?
Thank you VERY much!

Hello Rudolf,

Thank you for your post.

I would recommend to download the installation file from your Acronis web-account. This is the most reliable way to install an update.

We have a short tutorial here which explains how to get in touch with our Support team, you can also read this quick FAQ about our support options.

Please let me know if you have additional questions.

Thank you.

Hi Anton,
Thank you for the tips. Downloading from my account worked fine.
There must be a bug in the pre-downloaded automated version that led me to what now seems to be a non-official update file??
Anyway, we can consider this thread closed.

P.S. Feedback to your management:
The Acronis 30 day support policy is faulty in regards to a customer making a product purchase and then "falling off your cliff" after 30 days. What does this say about a customer being entitled to a free (supported) update to the product?
Who is buying your product, KNOWING that they officially need to purchase any support if they want to get an update? Have you any idea how crazy this is?
All you accomplish with this 30 day policy is that you are building an ever increasing number of dissatisfied customers who invariably fall into your "support traps" and then realize they have been tricked into what is essentially an non-supported product from the date of purchase.
You will by definition NEVER have a product update ready to roll out within 30 days after a purchase, period.
That, in my opinion, is the guaranteed road downward into oblivion.
Guys like Anton, who have their heart in the right place, can only do so much to "mop up" after disfunctional policies.
Food for thought.
Best Regards,
Rudy

Hi Rudolf,

Thank you for the follow-up, and letting us know that the problem got solved, it's good to know it.

I just pop in to let you know that I have forwarded your comment to the Management and Marketing team. It's been taken under consideration. Please note that you can also send them your comments directly via feedback form.

Thank you!

P.S. You don't need to buy support for downloading an update, it's absolutely free of charge and available here once released.

Hi, I have made a case [Case 01451924] Backup failure. [ ref:00D3Zcb.5005Ea0TH:ref ] especially by e mail for using my own language on January the 4th 2012. I have still no response. Only the email confirmation that the email was received.

Yes, I have read the frequent questions in the forum.

But what the do next??????

Hello Feelgood,

Thank you for comment. I will definitely help you with this issue.

I am very sorry for the delay, we are experiencing higher than usual volume and we are sorry for not reaching out to you in time. I will forward your comment to our Management team so that we can promptly resolve this issue.

I have checked the screenshot in your case and I believe the problem is caused by errors on your hard drive. Please check this article for the solution under - Other Acronis products.

Looking forward to your reply and if you have additional questions please let me know.

Thank you.

Acronis support case #01449064

Issue: Universal Restore not working on 2010 True Image Plus Pack

Customer Service response:

repetitive advice from forums and knowledge base, repeat requests for information even after its been being sent, unreasonable, time consuming requests for further information, no replies to emails, so called "escalation" but no resolution in sight. No apparent personal technical expertise- they appear to be phone consultants only

Time period: Since before 6th January, 2012

My requested resolution: a refund or contact with an Australian technical expert. Please no more call centre people!

Hello Anthony,

Thank you for your feedback. We really appreciate it.

I am very sorry to hear about the issues with our support, but I will definitely help you.

I sent your comments to our Management team so that they are aware of the situation and take appropriate action.

In the meantime, were you able to use the following KB article that has a list of solutions for situations when Acronis Universal Restore is not prompted? - Acronis Product Does Not Prompt to Use Acronis Universal Restore.

In case you have additional questions feel free to contact me directly.

Thank you.

To Acronis Management:

I have TI 9 and was planning to upgrade - it isn't helpful to have an imaging app if it will not restore the image when you install a new hard drive. I thought my choice would be an Acronis 2012 product. However, yesterday TI refused to create an image, saying that it could not create an image in "My Computer" ?????? what place is left??? There isn't one!! Everything is under the umbrella of "My Computer." I wanted to create this image before I installed anything else, but I have been unable to get ANY help with Acronis failure to work properly (paid version). I think it may be something in the registry that needs resetting, but Acronis so-called "support" has been no help at all. They have set up a walled system to hide from their customers. Shame on Acronis.

At this point, since I see that Acronis is failing to stand behind the product I purchased from them and I am determined not to do business with companies that distance themselves from their customers, I have decided to NOT upgrade to 2012, but to get a different product from a company whose business practices I can respect. I now check support BEFORE I purchase.

Additionally, I discovered that Acronis True Image 2012 has a different file format, so that I would lose my original system images (fortunately, the crippled app I have does still restore images okay), plus, 2012 does not work on XP SP2. I will not be installing SP3, or any of the subsequent Microsoft spyware/controlware (Vista, Win7, etc.) that now masquerades as an OS. When I change OSs, it will be to Linux (I have programmed business applications using Unix). I dread the time involved in changing over, but I look forward to being Microsoft-Windows-Free! and having an OS that doesn't wrest control of my PC away from me, and whose PRIMARY purpose is not the the transfer of money from my pocket to someone else's.

I have recommended Acronis to friends and on boards, such as PCSoft. Some companies have given me software because of my reviews and recommendations. Well, for Acronis, that stops now, and I will correct past impressions. With the internet, companies that fail in the support department and hide from their customers, can no longer hide these facts from POTENTIAL customers that check out how other users feel before they buy.

Sincerely,
Ann Fennell

Hello Feelgood,

Thank you for comment. I will definitely help you with this issue.

I am very sorry for the delay, we are experiencing higher than usual volume and we are sorry for not reaching out to you in time. I will forward your comment to our Management team so that we can promptly resolve this issue.

I have checked the screenshot in your case and I believe the problem is caused by errors on your hard drive. Please check this article for the solution under - Other Acronis products.

Looking forward to your reply and if you have additional questions please let me know.

Thank you.
__________________
Anton Deev

Case solved by installing Acronis True Image Home 2012.

Thank you.

Feelgood

Hello Ann and Feelgood,

Thank you very much for your comments.

Ann, I forwarded your feedback to our Management team. Thank you very much for taking the time to share it, we really appreciate it.

Feelgood, thank you for the update, I am glad it's working.

Please let me know if you have additional questions.

Thank you.

I would like for someone to get back to me with some resolution please.

http://forum.acronis.com/forum/32861#comment-102051

Someone needs to follow up regarding the case ID # 01612006.

Hello KB,

Thank you for the update.

We will get back to you with an update, currently the issue is under investigation.

Please let me know if you have additional questions.

Thank you.

My case (01634011) has been open since July 26th. I have what is probably a simple issue - the FTP consolidation (using recycler backup strategy) doesn't work. The backup itself works fine.

The last response I got was about 2 weeks ago, asking if I was interested in upgrading to a new version - I am not interested in upgrading at this time; I want to get the version I already bought working properly.

I have uploaded all requested info, including logs, packet captures, etc.

What can be done to have someone continue with this case?

Hello Mike,

Thank you for posting and welcome to the Forum.

I will check the case and get back to you with an update.

If you need additional help please contact me directly.

Thank you.

Never have I been so frustrated with a company website. I can't get to support options without registering my product. Support did help me find my serial number, but when I try to register it I find it's already registered. I have the original disk, it's not a pirated copy, and no one else has ever had possession of the disk. Did I register it years ago perhaps and it's gotten disconnected form my email address? There seems to be no way on the website to get this resolved so I can finally ask my questions.

Hello Bill,

Thank you for posting and welcome to the Forum.

I will definitely assist you with this issue. We received your second e-email address under which the program was registered. Please let us know if you would like us to transfer the registration information to your current address.

I would also recommend the following resources for additional information:

 - Support for Older Versions of Acronis Products

 - Acronis support options for Acronis True Image Home Products

 - Customer's Handbook

Please let me know if you have additional questions.

Thank you.

Thank you! Yes, please transform my registration to the new email address.

I've just upgraded to the 2013 version. Thanks for your help.

Hello Bill,

Thank you for replying.

I moved the license to your current address and I would recommend the following resources for your convenience:

 - True Image 2013 by Acronis

 - Downloading the Latest Build of Acronis Software

Please let me know if you need additional help.

Thank you.

Thanks, Anton. I've upgraded to True Image 2013.

New question: What's the difference between a System Image and a Drive image? They seem to be separate tasks in the new Acronis.

My program (True Image 11) no longer operates - most attempts it does not load; when it does, it never advances beyond 0% of the task. It had been working for many months.

From the thread above, it appears I am out of luck for support?

Since I have owned this program longer than 30 days, do I need to pay for tech support?

What is the front door to talk or chat with anyone about the process for getting help? Do I need to pay $10 just to understand the process?

Hello Penn,

Thank you for posting and welcome to the Forum.

We offer support for Acronis True Image 11 Home via our forums and the Knowledge Base only as this is an older program which is no longer developed.

You can always download a trial version which is fully functional for 30 days or purchase an upgrade to our latest version which is called True Image 2013 by Acronis. An upgrade costs less because you own a previous version of our software. You can download the trial version from this link.

We offer 30 days aftersales technical support via e-mail and chat for our latest programs. Please take a look at this sticky for additional information.

Please let us know if there is anything else we can do for you.

Thank you.

Hi,
I'm another new user, reading the above support remarks with some concern. I bought two copies of Acronis 2012 Home a little while back, installed them just before the cutoff date. Only to find, according to the Customer Support screen, that my support period expired a month before I installed it. I'm now needing to pay-per-incident for a product that gives me a 'blue screen of death' trying to simply clone a disk. Hmm. That doesn't sound promising. Not having at least email support for a paid-for license for the duration of the license fails to inspire confidence at all. I don' t have the hours, either, to go through basic rote routines with first-line responders at $10 per throw. I just need email-technical-competence with blue screen messages, and I certainly didn't expect this level of product fault from such well-reputed software.
Hmm again. Any insights to a better resolution avenue would be appreciated.
Craig

Hello Craig,

Thank you for posting and welcome to the forum.

We are sorry for the issue that you experienced with our software and support.

The $ 10 fee is for resolving one issue, if the problem turns out to be a known issue we will refund the support fee. We also offer free recovery support.

We will be more than happy to assist you to address this problem via the forum, I can see that you got assistance from our MVP Volunteers. Would you be able to provide us with more details about this issue by posting a reply to Pat's question in this thread?

Thank you.