14747: Service Handling Fee

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Acronis has a service handling fee for Customers. This fee is required in some specific situations; these include e.g. if a wrong language version was purchased and a Customer wants to exchange it or a Customer has lost the serial number and needs a replacement. The fee is one-time usage only, once a query is resolved and serial(s) are issued, it cannot be reused. The service handling fee must be used within 30 days of purchase.

The following situations necessitate a Service Handling Fee:

  • You have lost the serial number of your product;
  • The product you purchased is not in the language version you ultimately would like;
  • You would like to get a different product of the same price;
  • You have purchased our solution but would like to use an older version.

(!) You will not be charged if the solution does not require issuing new serial number(s) for you. The reason why service handling fee should be paid is that Acronis must pay third-party fees to manually generate and register new serial numbers.

If there is no need to generate a new serial number, the service handling fee is not charged.

You do not have to pay additional fees for multiple serial numbers if they are requested at the same time. However, the fee will apply on each separate request.

The Service handling fee buy-link is provided by an Acronis Customer Central representative.

Below is the detailed description of each problem and the steps you will need to perform:

  1. You have purchased Acronis software and cannot find the serial number:
    • Contact Acronis Customer Central, send or be prepared with your purchase confirmation (receipt, invoice). If you have a boxed version, send the picture of your box with the purchase confirmation. You can attach the purchase confirmation to your support request.
    • Our Support Engineers will check this information and retrieve the serial number in our registration system.
    • You will be advised to pay a service handling fee for the new serial number issuing only if a Serial Number is not present in our registration system.
  2. You have ordered Acronis software and would like to use it in a different language version.

    The following products have a multi-language builds, you can switch language within product interface:

    • Acronis True Image 2017
    • Acronis True Image 2016

    The following products can be installed in different languages using the same serial number, you should download the appropriate installation package from the website:

    • Acronis True Image 2015
    • Acronis True Image 2014
    • True Image 2013 by Acronis
    • Acronis True Image Home 2012
    • Acronis True Image Home 2011
    • Acronis True Image Home 2010
    • Acronis Backup 11.5 (Acronis Backup & Recovery 11.5)
    • Acronis Backup & Recovery 11
    • Acronis Backup & Recovery 10
    • Acronis Backup for VMware 9 (Acronis vmProtect 9)
    • Acronis vmProtect 8
    • Acronis Snap Deploy 5
    • Acronis Snap Deploy 4
    • Acronis Disk Director 12 Home
    • Acronis Disk Director 11
    • Acronis Backup and Security 2010
    • Acronis Internet Security Suite 2010
    • Acronis Antivirus 2010
    • Contact Acronis Customer Central, send or be prepared with your purchase confirmation (receipt, invoice). If you have a boxed version, send the picture of your box with the purchase confirmation. You can attach the purchase confirmation to your support request.
    • Inform the Support Engineer what language version you would prefer to receive.
    • You will be advised to pay the service handling fee and will be provided with the new serial number(s).
  3. You have ordered wrong product and would like to replace it with the product of the same cost i.e get Acronis Backup & Recovery 10 Advanced Server Universal Restore instead of Acronis Backup & Recovery 10 Server for Windows (Standalone) Universal Restore.
    • Contact Acronis Customer Central, send or be prepared with your purchase confirmation. You can attach the purchase confirmation to your support request.
    • Inform the Support Engineer about the solution you need.
    • You will be advised to pay the fee and  new serial number(s) will be issued.
  4. You have ordered our product and would like to use an older solution (downgrade your version).

    (!) If you have Acronis Backup & Recovery 11 and would like to downgrade to Acronis Backup & Recovery 10, please see Downgrading Acronis Backup & Recovery 11 to Acronis Backup & Recovery 10.

    For all other Acronis products please proceed as below:

    Take into account that we recommend using the latest versions (n version) or one version back (n-1) since only these versions are officially supported and developed.

    • If you need to get n-1 version, please contact Acronis Customer Central and send or be prepared with your purchase confirmation (invoice, receipt).
    • Inform Acronis Support Engineer about the version you need. You will be asked to pay a service handling fee and new key(s) will be issued. Please be informed that the old serial number will be marked as replaced and cannot be used anymore.

If you have any questions, please contact Acronis Customer Central.

More information

See also Getting Support through Acronis Website.

 

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