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No notifications - cannot delete old email address

Thread needs solution
Beginner
Posts: 1
Comments: 8

Due to the required settings required by my ISP, I cannot use the notification settings in Acronis because I cannot enter those security settings in the options of True Image. Luckily I always get a notification via my Acronis account. These notifications arrive at the email address I use for a about 5 years now. Before this I used another email address. This old email address was still active, but I never received any emails from Acronis on it.

This old email address was cancelled last Monday August 1 2022. Since then I don't receive the notification emails anymore. I went to my dashboard and saw that both my old and new email address are listed where it says Unit (in the red rectangle in the image, separated by a slash).

  • Is this old email address (that now cannot accept emails anymore) also blocking emails to my new account?
  • Where can I delete the old email address. I looked everywhere but I cannot find it. All locations show the new email address.

 

 

 

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Legend
Posts: 109
Comments: 28196

Rivanni, welcome to these public User Forums.

I would suggest opening a Non-Technical support case direct with Acronis for help with resolving any issues with email addresses associated with your Acronis Account.

See How to get support?

Beginner
Posts: 1
Comments: 8

Already did this. he answer I got was that Acronis True Image 2018 is an obsolete version and hence not supported for the technical issue.

I must upgrade to Acronis Cyber Protect Home Office to get support. But I'm not going to pay $ 80 a year (I use it on 3 computers) while I already have a working product (apart from the email notifications).

I will manually check if the backup was successful and if that gets tiring eventually I will look for an alternative backup program from a less greedy company.

Legend
Posts: 109
Comments: 28196

Sorry but you do not need to upgrade to ACPHO for support of Non-Technical issues such as issues with your Acronis account email address.

Beginner
Posts: 1
Comments: 8

That's exactly where I sent my question to, yet no support in this matter.

Legend
Posts: 109
Comments: 28196

Please try contacting Daria Sorokina | Forum Moderator

Beginner
Posts: 1
Comments: 8

Steve Smith wrote:

Please try contacting Daria Sorokina | Forum Moderator

I get the following error when I click the link.

 

Access denied

You are not authorized to access this page. 

Acronis Support
Posts: 0
Comments: 227

Dear Rivanni,
Thank you for your posting, we would recommend to check notification settings according to the article: Acronis True Image: how to set up email notifications about backup status | Knowledge Base
Please keep us posted.

Beginner
Posts: 1
Comments: 8

Thanks for your reply, but I already followed all the steps in the article. The issues I ran into are listed in my starting post.

Beginner
Posts: 1
Comments: 8

My ISP changed some setting on my request and after removing and re-adding the notification options inside the Acronis True Image application, it can now send emails. So this part has been resolved.

 

The global notifications are still not working and this must be because of my old email address which is still there. It would be great if that email address were removed.

 

 

Acronis Support
Posts: 0
Comments: 227

Dear Rivanni,

In this case we can offer to install a trial version of the latest update of the product: Acronis Cyber Protect Home Office
At least if the issue persists you can contact our support without a doubt: http://www.acronis.com/en-us/support

Legend
Posts: 109
Comments: 28196

Daria, please see the following posted by this user in his initial post for this topic.

This old email address was cancelled last Monday August 1 2022. Since then I don't receive the notification emails anymore. I went to my dashboard and saw that both my old and new email address are listed where it says Unit (in the red rectangle in the image, separated by a slash).

  • Is this old email address (that now cannot accept emails anymore) also blocking emails to my new account?
  • Where can I delete the old email address. I looked everywhere but I cannot find it. All locations show the new email address.

Where in any of the above would getting the user to install a trial copy of ACPHO resolve the problem with the email address for his Acronis Account?  This is why I have been asking him to contact Acronis Support to resolve this email address issue.

Acronis Support
Posts: 0
Comments: 227

Dear Steve,
According to our support policy for consumer products we can only help with activation and recovery issues when the product version is out of support. For any other type of issues, we need at least a trial version installed.

Dear Rivanni,
For this kind of problem our support have no documented solution, thus it requires involving the expert team.

Legend
Posts: 109
Comments: 28196

Daria, why does an email address issue associated with an Acronis Account now require a trial version of a current product when that user already owns a perpetual license for an Acronis product registered to their Acronis Account?

Sorry but I do not see how your response is justified when the issue lays in the way Acronis Accounts are managed via a web browser and anyone could register such an account without ever purchasing an Acronis product?

If Acronis do not provide users with the means to manage their own email addresses associated with their Acronis Account via the web interface, then Acronis Support should handle this without any other requirements, especially if Acronis is wanting to present a customer friendly face to their customers!

Forum Hero
Posts: 207
Comments: 4935

Steve, I agree with your view on this matter. It is a matter of account access, and not product specific.

Ian

Beginner
Posts: 1
Comments: 8

Yesterday evening I got a follow up email from support which said:

"We requested some additional information a few days ago, which we need to address the issue".

I replied that they did not and asked them to simply delete the old email address so we can at least see if that fixes the general notifications issue.

 

I got a reply that said that the old address is not blocking the notifications and.

To my request to delete my old email address I got the response "if that fixes the issue of the general notification."

I thought, well we will never know if you don't delete it...

Also nothing about the information they said they needed.

And this email finished with

 "Acronis True Image 2018 is an obsolete version and hence not supported for technical issues hence we are closing the case."

 

I replied with:

"You're saying it's not blocking but it's a fact that the global notifications doesn´t work anymore. Would it really hurt to delete the old email address?

Also, if you don´t support because I use a version that's too old, why send follow up emails saying you asked for more info (but you actually did not)."

 

No response yet, probably because the case is closed. The old email address is not deleted.

 

@Steve, whatever the outcome, I want to thank you for your support with this. Much appreciated.

Acronis Support
Posts: 0
Comments: 227

Dear RivanniIanL-SSteve Smith,

We always support free of charge clients with Acronis Account-related issues on the Acronis website, like license management, login issues, download issues. 

Here we deal a different sort of problem with a component of the product, it requires investigation which is impossible for the older version of the product. Support has no option to simply remove the stuck email-address in the Dashboard settings (if that is the root cause for the issue), as this is not Acronis Account address (this one can be changed from our side indeed). Besides issues with Acronis Account, we complimentary support activation and recovery issues, as they affect the critical functions.

 

Beginner
Posts: 1
Comments: 8

as this is not Acronis Account addres

My old email address was my Acronis account address. I changed this to my new address years ago. Somehow my old address was not properly removed/replaced in all locations. 

Acronis Support
Posts: 0
Comments: 227

Dear Rivanni,
Thank you for your patience,
We have checked our internal system and there is no record of your old email in it. If the old email is somehow causing the problem, it cannot be dealt with at our level, it has to be investigated.

We really want to help, but to do so we need you to install the latest build Acronis Cyber Protect Home Office - Integrated Backup and Anti Malware Protection.

If you are willing to try and install the new version and see if the problem is reproduced there, then we will help you to open a case quickly and prioritise its processing.

Beginner
Posts: 1
Comments: 8

I installed the trial version and no general notifications here either. Not unexpected of course, since these notifications are linked to my account and it is my account that still holds my old email address.

I went to Notifications in my online account and added some email addresses (in the same domain). Those email addresses do receive the notifications (from Acronis 2018 and from the trial).
So just the address used for my account (somehow associated with my old email address?) won't work for notifications.

So I'll use one of the alternate addresses for the notifications. However, I would still like to see my old email address deleted. If only to see if this solves the problem.

Acronis Support
Posts: 0
Comments: 227

Rivanni wrote:

I installed the trial version and no general notifications here either. Not unexpected of course, since these notifications are linked to my account and it is my account that still holds my old email address.

I went to Notifications in my online account and added some email addresses (in the same domain). Those email addresses do receive the notifications (from Acronis 2018 and from the trial).
So just the address used for my account (somehow associated with my old email address?) won't work for notifications.

So I'll use one of the alternate addresses for the notifications. However, I would still like to see my old email address deleted. If only to see if this solves the problem.

Dear Rivanni,
As we suggested in the previous message, now you can contact the support with this problem since you have trial installed and the problem reproduces.