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Windows 10 to Windows 7 recovery

Thread needs solution

Hello

The topic subject is not related to what Acronis is designed to do. Instead the issue I am facing relates to the opportunity for a Windows 10 upgrade to be allowed to restore back to Windows 7 within 30 days.

One of my customers who owns TI 2015, upgraded to Windows 10 and of course TI 2015 upgraded with it. However I restored her computer back to Windows 7, TI 2015 soon complained that the licence was in use on too many PC's. I suspect that it became confused after swapping between two versions of Windows.

Anyway as many people might know, to resolve such issues TI gives the user the opportunity to log into an Acronis account associated with the licence. However when I resell TI to customers, I don't associate the key with an account since at the time of install it's not necessary.

So when I attempted to log in using my own Acronis account, the message is the licence is associated with a different account. I tried a different email I *might* have used however that didn't work either. So I'm stuck with a licence that will expire soon because I don't understand or know another email account that could be associated with this licence (including the customer who wouldn't have done it either).

Having that I have the licence key, how could I discover the email address associated with it and resolve this dilemma?

Richard

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Hello Richard, 

Upgrading from Windows 7 to Windows 10 on the same computer should not affect the license for ATIH 2015 - the license is based on the computer hardware signature not on the OS version.  The only fly in the ointment here is that the license key may not have been registered therefore Acronis may not have a direct association between the license and the hardware it is being used on, only that it has been used twice now?

We cannot help solve licensing and activation issues here in the user forums.

Please see: 18623: How to get Technical Support: Tips, Tricks and Useful Information for details of contacting Acronis Support directly - hopefully they should be able to help with your query about the email address for the serial number.

See also: 48380: Acronis True Image 2015: "You've exceeded the maximum number of activations for this serial number"