Frequently asked questions about Online Purchase
I've gone to the Acronis Web site to order products, but I am directed to a thrid-party site. What are Digital River and element5 and are
they authorized to process my purchase?Digital River is a company that runs some of the world's largest online stores for top retailers. Element5 is a division of Digital River. Acronis has contracted with Digital River to manage all of our Web-based sales. That's why when you make a purchase from the Acronis Web site, you get a receipt from Digital River. That's also why we recommend that if you experience any problems with the Acronis Web store, you should contact Digital River's customer service department at acronis@digitalriver.com or at www.findmyorder.com. In order to contact Element5 customer service department, please fill in the form and submit it at the following link. Their staff is in the best position to help you if you're having a problem with an Acronis order. Top 
I selected a product that I want to purchase and hit the BUY NOW button. However, two other products come up on the screen that I didn't select. What happened?The Acronis store gives you an option to select another Acronis product that you can purchase at a discount. If you would like to add one or both of these products, click the check off box and then the ADD button. If you do not want to add another product, just click Continue to Check Out. Top
When I reach the page where I approve my order, there is an item in my invoice called Extended Download Service. What is it? Why is it there? How can I delete it if I don't want it?You can protect your purchase with our Extended Download Service. We'll keep a backup copy of your digital file for a period of 2 years, should you need to re-download it for any reason. If you do not purchase the Extended Download Service, you have 30 days from the date of your purchase to download your order. It is there as a courtesy and to help you protect your purchase. If you do not wish to purchase this service, simply change the Quantity number from 1 to 0 and click the Update Total button. The service will be deleted from your invoice. Top
I tried to order your product but I keep getting the error that my order cannot be processed at the moment. Is there another way I can order the product?First, please ensure that your credit card is valid and is not over your credit limit. Sometimes a transaction is rejected because of network traffic and has nothing to do with your card or with you. If you try a second time and that doesn't work, please try to purchase with another credit card. If the system still won't accept your order, there is a possibility that the Digital River servers are temporarily down. Please contact Acronis Sales Department and your order will be processed manually. Top
I ordered the product via Acronis online store but didn't receive the serial number or the link for the product.The Acronis store automatically generates an e-mail after a purchase that includes the serial number and registiration code. Please re-check the information that was sent to you after the purchase. If you still can't find it, please check the folder where your email sends SPAMs. It is possible that the message with your registration code and link was misidentified as SPAM. If the message does not appear withing 30 minutes, please contact Acronis Support team at support@acronis.com.hk. Top
I ordered a wrong product. What should I do?Sometimes your system can fail or that human error does happen and ultimately all is lost. In such cases you need to install the purchased software again, but do not have the installation file neither the serial number. Extended Download Service allows you to keep a backup copy of your digital file for a period of 2 years. To access your digital copy of the purchased software, please follow the next link to find your serial number and the link for download at www.findmyorder.com. You will need to enter either your e-mail address and the last five digits of your credit card or your order number and the password. Top
I cannot download the product using the link given in the invoice.If you are having problems downloading Acronis software, please make sure that you have all download managers and download accelerators turned OFF before downloading. The Acronis server cannot download software if your system has that type of software active. Now, please try to download the software again with the managers turned off. If you still have problems, please contact Acronis at support@acronis.com.hk. Top
When I try to put my details in the "Returning Customer" part in the element5 online store, I get the message that my data is incorrect.There are several reasons why element5 might not recognize a past Acronis customer. For example, your previous purchases might have been processed through Digital River or by Acronis itself. In those cases, you would have no information on the element5 servers. (Even though element5 is a division of Digital River, it keeps its own account data. Data put into the Digital River database might not come up in the element5 database. Also, if you have cookies turned off, it's possible that your system did not record any personal information. If you're still having problems, please skip to the "New Customer" page. It is possible that your private data is no longer on the server — or never was saved in the first place. Top
I want to purchase the product using a payment method other than a credit card (purchase order, pay in cash, etc.).Please contact our sales team. They will assist you with your purchase. Top
What currency can I use to pay for the order?We accept payments in almost every currency. You will be able to choose the currency during the purchase process. Top
When I try to put my details in the "Returning Customer" part in the Element5 online store, I get the message that my data is incorrect.There are several reasons why Element5 may not recognize a past Acronis customer. For example, your previous purchases might have been processed through Digital River or by Acronis itself. In those cases, you would have no information on the element5 servers. (Even though Element5 is a division of Digital River, it keeps its own account data. Data put into the Digital River database might not come up in the element5 database. Also, if you have cookies turned off, it's possible that your system did not record any personal information. If you're still having problems, please skip to the "New Customer" page. It is possible that your private data is no longer on the server — or never was saved in the first place. Top
I'm trying to upgrade to the newer version of the software but I forgot my registration details.You need to contact Acronis Support at support@acronis.com.hk first and provide the support team with the e-mail address you used when the software was purchased. Your registration data will be re-sent to you at that address. If you've moved, you'll need to let support know that as well. Top
What currency can I use to pay for the order?We accept payments in almost every currency. You will be able to choose what currency during the purchase process. Top When I proceeded with the purchase the final price is bigger than the price, shown near the "Buy now" button.If you live in Europe, the most likely reason for the discrepancy in prices is due to VAT. Any digital products sold into the European Union include a VAT (Tax) charge of 15%. (NOTE: If your product is being delivered outside of the EU, you will not be charged VAT once you have entered your payment information.) Any physical products sold into the European Union include a VAT charge. However, the VAT rate and hence the total price, may alter once your shipping destination has been selected. For customers from Austria, Belgium, Denmark, France, Germany, Ireland, Italy, Netherlands, Spain, Sweden, and the UK, the national VAT rate will be applied. For all other EU customers, the UK VAT rate of 15% will be applied. A VAT invoice can be viewed and printed at the end of your purchase. If that is not the case, please contact Acronis at https://www.acronis.com/my/support/ and they will assist you. Top
I'm trying to upgrade to the newer version of the software but I lost my serial number for the previous version and forgot registration details.You need to contact Acronis Customer Service at https://www.acronis.com/my/support/ and provide the support team with the e-mail address you used when the software was purchased. Your serial number and registration data will be re-sent to you at that address. If you've moved, you'll need to let Acronis Customer Service know that as well. Top
I ordered the product via Acronis online store. How can I check how much Acronis charged me or obtain a copy of my invoice?If you have come in reference to a charge on your recent billing statement and do not recognize this charge, please look up your order at www.findmyorder.com. You will need to enter either your e-mail address and the last five digits of your credit card or your order number and the password. You can also send an email request with any problem refer to Acronis order at acronis@digitalriver.com. Top
I ordered the product via Acronis online store but have not still received a Backup CD which I added to my order. How can I check its shipping status?You can check the ordered Backup CD shipment status at www.findmyorder.com. You will need to enter either your e-mail address and the last five digits of your credit card or your order number and the password. You can also send an email request with any problem refer to Acronis order at acronis@digitalriver.com. Top
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