Serial Number is for upgrade and will not let me install?

Hello Barry,

Thank you for posting and welcome to the forum.

I checked your Acronis web-account and there is indeed an upgrade serial number for Acronis True Image 2010 Home. In order to install our software with an upgrade key, a user is always prompted for the previous version serial number.

You can always purchase an upgrade key for Acronis True Image 2012 Home and use it together with your current version. You can download the trial version from here and we have additional information about the program in this KB article.

Please let me know if you have additional questions.

Thank you.

I realize it has been quite a while since these posts, but I am currently having the same problem as Barry. I'm pretty sure the only "upgrade" I have ever had was for ATIH 2010 from the trial version. Thus, I, too, have only one serial number. I just want to be able to reinstall this program on my win/xp laptop, but can't get past that "upgrade key" thing.

Anton, are you saying "tough, you have to buy something else?" That seems to be the message in your post. Why can't I re-install the program I bought? I feel no need to upgrade to version 2012, and pay more money.

Please explain this to me!

Thanks,
Paul

Hello Paul,

The problem with the upgrade keys is that they require a full license of the previous version. This is done by design since the Upgrade licenses are sold at the reduced price. Upgrade key will not work with the trial serial key, as they are recognized as two serials from the different licensing line. You need to have/purchase initially a full license in order to be able to install the software.

I've checked your account, and unfortunately there's only Acronis True Image Home 2010 Upgrade license, no other purchases were made from your account.

There are 2 possible workarounds: first one is mentioned by Anton, the second one is to obtain Service Handling Fee, and contact support with its purchase order, so that our technical department will request, and provide you with the full license key instead of the Upgrade one.

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'm confused. I thought I simply purchased ATIH back in July, 2010. I installed it and used for quite a time, until I got a new computer. Now it won't install. And you seem to be telling me it never should have installed in the first place, since there was nothing to "upgrade."

I'm attaching my original invoice. Yes, it says I purchased an "upgrade" version, but I thought I was getting the full product for $29.99. I don't understand how this EVER installed in the first place if I did not have the full product. How about giving me a refund for $29.99 that bought me no usable product?

Please pardon my confusion...I just don't understand what happened!

Hello Paul,

I understand your confusion, and appreciate your patience on this situation.

Unfortunately as the product is already outdated, we no longer possess the needed databases, but still the Upgrade licenses were always designed in such a way that it wasn't (and still isn't) possible to get the product installed with just the upgrade serial key.

One possibility is that you had some OEM version of our product installed, like Maxtor Blast, etc. Then the OEM installation would've been used as a "previous version", and the product would've been installed. Is there any chance you could remember whether you have any other Acronis software version? From what I can see in your account, you have only the Upgrade key, no other products are registered.

I've sent a message to the responsible department , maybe they could gets us some insight on this one in addition. I will get back to you once I get any news.

Let me know if you have any additional questions.

Thank you.

Hello Paul,

Thank you for your patience.

I regret to inform you that there's nothing else we can do except to generate the new serial key (you will still need Service Handling Fee as explained here). As the product you're using is very outdated, and it's been a long time since the installation, and there's no possibility to localize the information on how the product got installed (unless you have a serial key of the OEM version purchased), there's no other way, I'm really sorry.

Please accept our sincere apologies for any inconvenience caused, and let us know if there's anything else we can help you with.

Thank you.