I can't contact support using the website form

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I have a problem regarding True Image 2013 which I bought yesterday. I tried, I really did try to use the support form, but it won't let me in. There is nowhere I can find other than the forum to contact Acronis if the form doesn't work. I can't e-mail you regardless of the fact that the web page says I can. No e-mail link I have found seems to work. I tried to contact Aliya Rakimgulova - Director of Customer Service and Support according to your web site - but so far with no success

First, the form problem:

I have really tried, but your web site is so difficult to use.

The form REQUIRES a phone number, and no matter what I put in I get an error that's all gobbledy-gook!

It says "Error Code must have format similar to 0x01470013 or x01470013+0x01470012+0x00CA000D. See this KB article for more details." which means absolutely NOTHING to me.

As such, I have no idea what format of phone number you DEMAND it should be in. I tried the normal British way, then several other non-standard ways, and no matter what I do - it won't accept it. 44 was already in the country code, which is correct. I tried 01902-111-111 (not my real number). I tried 44 as the country code and 01902 and 1902 in the city field followed by 111-111 and 01902-111-111 in the phone number field, and all kinds of other variations including nonsense digits, but the form just won't let me contact Acronis.

Please give me some idea how to contact you folks.

Second, the problem:

I just bought this product yesterday morning. I only use it on one machine. It will not allow me to activate it, even though it says 30 days left. I downloaded and installed it. I put the registration code I was sent in, and no matter what I do I always get the message "too many activations resolve problem. The 'resolve problem' link tells me to deactivate one of the previous installations - except I only bought one and I only installed one. Or enter new serial number [sic]. Surely I don't have to buy two serial numbers to activate it? That wouldn't be fair. Maybe you sent me the wrong serial number, but I did register it with my account and it was accepted.

What's the scoop? Is something wrong with the activation process?

May I please suggest that you provide a fail-safe so that when your form fails it still lets a customer contact you!

David

jeu 06/09/2012 - 16:30
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David,

I notice that Acronis have updated their website. Were you trying to use Live Chat or Email, were you logged in to your account at the time?

If you had selected an option that gives you Live Chat (activation should offer you a different page that does not offer phone support) your phone number which for me is auto filled out if I'm logged in, works (for me), as country code, area code, phone number. The inital zero isn't required if the country code is being used so 44 1902 1111 1111 ought to be what is needed using your example.

Did the form you saw look similar to this one I've attached?

I suggest using the Customer Care option as this gives you access to email contact.

I have always preferred contacting Acronis Support via email, it does take an extra day or so to get a reply, but I've found it it a better method
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Which browser are you using?

p>

As to your problem, was your internet connection working correctly when you tried to activate?

/p>

Have you had a previous version of TI even a trial version installed before?

I would first try a repair install of TIH just in case something didn't install correctly.

PM one of the forum moderators such as Anton.

Fichier attaché Taille
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jeu 06/09/2012 - 23:36
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truwrikodrorowrelupicugojestutroclulachosaswunuhospikigawakijosaswenomaruclojeueclikaspedrubewidebrisubrohutrurifruuagothunugekedrumucisiuobrobrecrupeslapuswosluprothethibakaslechurathikucli
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Hello David and Colin,

Thank you for posting and I appreciate your help, Colin.

David, I can see that you were able to contact our Support team after all, we have two cases open for you.

I would really appreciate if you could keep me posted on your progress so that we can provide you with additional assistance. You can contact me via a private message if you like.

Please let me know if you have additional questions.

Thank you.

ven 07/09/2012 - 16:47
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