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Chat Support

Thread needs solution
Beginner
Posts: 9
Comments: 15

Chat support seems to have failed for me.

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Forum Star
Posts: 131
Comments: 2959

#1

Did you log into your Acronis Account first - my recollection is that it will not work unless you are signed in.

Ian

Beginner
Posts: 9
Comments: 15

#2

yes, was logged in.

Forum Star
Posts: 131
Comments: 2959

#3

How exactly has it failed you?

Ian

Beginner
Posts: 9
Comments: 15

#4

I recently purchased three upgrades to ATI 2019. Several times during the first few days I asked for Chat support (from the Acronis.com website) assistance - and got it -- often leading to remote sessions with the Acronis. Here's how I did it. 1. Log in, then click on support, technical assistance, ATI 2019 Instant Chat. Got the start chat page, completed it with the nature of the problem, my OS etc. Then selected the next button and got the "thank you for providing the details" page. Then I clicked on the chat now button and an agent would pop up and say Hi etc. etc.  I have not been able to get the chat now button for four or five days.

Forum Hero
Posts: 68
Comments: 8204

#5

Have you tried with another browser (or cleared the existing browser cache /history and tried again)? This could be browser related - maybe pop-up blocker is preventing the window from opening?  I personally used it last and all was well in Chrome.

Forum Moderator
Posts: 123
Comments: 4713

#6

Hello littleneil,

Our development team will check your account, I'll post an update to this thread once there is any progress. In the meanwhile please try to access the Life Chat console in the incognito mode.

Forum Hero
Posts: 68
Comments: 8204

#7

Hello Ekaterina,

There seem to be a few others with the issue too..  

https://forum.acronis.com/comment/495195#comment-495195

Beginner
Posts: 9
Comments: 15

#8

Sounds like others had similar problems -perhaps account related. Anyway my problem is finally resolved.

Forum Hero
Posts: 68
Comments: 8204

#9

I think so too.  I received an email from my ticket last night that maintenance was performed earlier today and chat is working as expected again.

Forum Moderator
Posts: 123
Comments: 4713

#10

Hello Everyone,

The issue should be fixed now!

Please let me know if you still face issues with access to the Live Chat console.