re-registering Acronis TrueImage 9

I had registered my Acronis TrueImage 9 and Disk Director Suite 10 under an e-mail address, which I have since changed.
I now want to update both Image and Director, but under my new e-mail address am told that I have no registered products.
Live help on Acronis assures me that they are registered, and to contact Acronis Support.
Trying the old address doesn't get me anywhere?
I have tried Acronis Support but have had no reply, as yet, after several days.
Any ideas or solutions?

 

I had that problem once in the past. I believe I sent a private message to one of the support people in this forum which included proof of purchase, old email address and new email address and they changed it for me.

Pete

 

Thank you, Pete.
I sent details to Acronis Support a week ago, but have had no reply as yet, other than an e-mail confirmation that my mail had been received.
I am hoping that perhaps someone might have a solution, since Acronis is dragging their feet.
Your experience gives me hope that eventually they may sort it for me.
With very best wishes.

 

A change of email does not require a re-registration.

If you go to the updates site
https://www.acronis.com/homecomputing/my/updates/
Login (upper right) using the original name and email address which is registered.
There you will see your serial numbers, etc.
From the updates page, click on the personal profile option (left column).
Inside that page, click on edit of where your name & email is listed.
Then click on the option to change your email address.
Now change your email address to the desired address.
Save your changes.
This should result in you being able to login again using your new email address and your old serial numbers should be displayed.

Did you do the above procedure?

 

Dear GroveH
Excuse my delay in acknowledging your response; I've been away from my computer for a few days.
Many thanks for your solution to my query.
I followed out what you suggested, and am very glad to tell you that all worked out a treat, and I was able to get my registerd products, and so upgrade them.
I eventually got a reply from Acronis which was nowhere as clear and detailed as yours.
I am most grateful.
Every good wish.

 

Glad it worked out. Keep us posted on whatever successes or problems you might have. Keep those backups current and stored on multiple devices.