The problem of switching from Remotix to Acronis Cyber Protect Connect

Hello!
On 01/24/2020, I purchased two licenses for a MacBook and an iPhone when the product still belonged to Remotix. Paid via Apple Pay: 1) ORDER ID # MT4Q7BGJ94; 2) ORDER ID # MT4Q7D6YT1.
At some point, the Remotix application itself was updated to the Acronis Cyber Project Connect application. However, a week ago I reinstalled the mac OS operating system.
As a result, either an inoperable Remotix is downloaded through the Apple Store, or you can download it from the website (https://www.acronis.com/en-eu/products/cyber-protect-connect/download /) Acronis Cyber Project Connect, but the application requires a license key.
I wrote to the support service two days ago, but no one has answered me yet.
Please send me the license key to my email maxim.a.kravchenko@gmail.com or add information about my licenses to my account.
Best regards, Maxim
Attachment | Size |
---|---|
ORDER ID # MT4Q7BGJ94.PNG | 245.73 KB |
ORDER ID # MT4Q7D6YT1.PNG | 248.01 KB |

Hello Максим,
Please check out the instructions in Upgrade Remotix to Acronis Cyber Protect Connect with a legacy key
- Log in to post comments
Best regards,
Ekaterina Surkova | Forum Moderator
Information provided AS-IS with no warranty of any kind.
To contact support, please follow http://www.acronis.com/en-us/support

Good afternoon, Ekaterina.
I have carefully read the information on the link https://kb.acronis.com/content/70487 (70487: Acronis Cyber Protect Connect (formerly Remotix): What's new in Licensing and how to use), but there's nothing in it that's too full for my situation.
As I wrote in my message, I do not have a perpetual key, since no keys were sent when purchasing the Remoteapp application through the Apple Store.
If you take Session history, you will see that I have been using the Remotix application since January 2020.
Since I don't have a perpetual key, then I can't follow the instructions on the link https://kb.acronis.com/content/70487 .
If I had a perpetual key, then everything would be simple and I would not write an appeal to the support service and go to the forum.
The link also says: "On the first launch of the new app you will get a system message saying “Acronis Cyber Protect Connect wants to access key “Remotix License Info” in your keychain”. To give the app permanent access to the license info, please provide your password and click “Always Allow”. Only authorized, Acronis Cyber Project Connect should work normally as a registered application".
In fact, no system message appeared at the first launch of the application.
As an application developer, it is easy for you to install my license key at my post address maxim.a.kravchenko@gmail.com
So I ask that either you send me my legacy perpetual key, or you add it to my account yourself.
Therefore, I ask you to provide my legacy perpetual key so that I can follow the instructions on the specified link (https://kb.acronis.com/content/70487 ).
Best regards, Maxim
- Log in to post comments

Hello Maksim.
Thanks for your response.
We are currently checking the situation and contacting our support team in order to help you with this query.
You can expect a contact from our side on the email you provided above.
Please let me know if you have any questions.
Thanks in advance.
- Log in to post comments
Best regards,
Jose Pedro Magalhaes | Forum Moderator
Information provided AS-IS with no warranty of any kind.
To contact support, please follow http://www.acronis.com/en-us/support

The support team responded and provided the key, so the issue is resolved.
Thanks.
- Log in to post comments

Максим Кравченко wrote:The support team responded and provided the key, so the issue is resolved.
Thanks.
Hello Maksim, thank you for the reply.
I am glad the situation is resolved.
If you have any queries or questions regarding our products feel free to post your comments/topic on the forum.
Wish you a nice day!
- Log in to post comments
Best regards,
Jose Pedro Magalhaes | Forum Moderator
Information provided AS-IS with no warranty of any kind.
To contact support, please follow http://www.acronis.com/en-us/support
Best regards,
Jose Pedro Magalhaes | Forum Moderator
Information provided AS-IS with no warranty of any kind.
To contact support, please follow http://www.acronis.com/en-us/support