Manage Acronis

How to cancel acronis and protect your backup subscription in south africa

What is acronis and why customers cancel

Acronis is a cloud-based backup and disaster recovery platform trusted by individuals and businesses to protect devices, servers and cloud workloads against data loss and ransomware threats. You subscribe to scheduled backups, image-based recovery and secure file access-but if you no longer need protection or want to switch providers, cancelling cleanly matters.

At Stopee, we help South African consumers understand their cancellation options before they're locked into unwanted charges. Whether you signed up directly, through an app store or via a reseller, this guide walks you through every cancellation method and protects your rights under South African consumer law.

Common reasons to cancel acronis

You might cancel because you've found a cheaper backup solution, no longer need the service, switched to a business plan, or discovered you were charged without consent. Some customers cancel after a trial period ends and auto-renewal kicks in without clear warning. Others upgrade to a different Acronis tier and want to stop the original subscription.

Whatever your reason, Stopee recommends you cancel before the renewal date to avoid unexpected charges.

Your consumer rights in south africa

Consumer protection act protections

South Africa's Consumer Protection Act (CPA) gives you strong rights when cancelling digital subscriptions. You have the right to cancel within 30 days of purchase for a full refund, provided the service hasn't been substantially used. This applies to Acronis subscriptions purchased directly in South Africa.

If Acronis auto-renewed your subscription without explicit consent before each charge, or failed to provide clear cancellation instructions, the CPA requires them to refund you. Stopee emphasises that hidden auto-renewal is illegal under South African law.

Escalation and dispute resolution

If Acronis refuses a refund you believe you're entitled to, you can lodge a complaint with the National Consumer Commission (NCC) at complaints@thencc.org.za or visit www.thencc.org.za. The NCC handles disputes at no cost to you and has authority to order refunds and penalties.

Keep all emails, receipts and cancellation confirmations as proof of your cancellation request. Screenshot your account settings showing auto-renewal was active and the dates of charges.

Methods to cancel acronis

Cancel via acronis account console

Cancelling directly through your Acronis account is the fastest and most documented method. You access your subscription settings, choose which plan to stop and disable auto-renewal before the renewal date.

Most Acronis users can cancel through the web console within minutes. Keep in mind that Stopee found this method requires you to be logged in and have active account access.

Cancel via apple app store or google play

If you subscribed through an app, you must cancel through that app store-not through Acronis directly. Apple and Google manage the billing relationship, so Acronis cannot refund app store purchases.

This is a critical detail: your Acronis account and your app subscription are separate. Stopping one does not stop the other.

Cancel via a reseller

Many South African customers buy Acronis through resellers such as Cleverbridge, local IT distributors or managed service providers. If you purchased via a reseller, you must contact that reseller to cancel and request refunds-Acronis will not handle it.

Stopee recommends checking your original invoice or email confirmation to identify your reseller. If you're unsure, start with Acronis support and they'll direct you to the correct reseller contact.

Step-by-step cancellation guide

Cancel directly via acronis console

1. Visit the Acronis login page and sign in with your email and password.
   • If you've forgotten your password, use the "Forgot password" link and reset it via email.
2. Once logged in, navigate to Subscriptions or Billing in the account menu.
   • This section name may vary slightly depending on your account type (consumer vs. business).
3. Locate the subscription you want to stop and click Cancel subscription or Turn off auto-renewal.
   • Do not confuse "Pause" with "Cancel"-pausing keeps you charged, cancelling stops future charges.
4. Confirm the cancellation when prompted. You may be asked why you're leaving.
   • Your feedback helps, but you're not obligated to provide it.
5. Important: Cancel at least 24 to 48 hours before your renewal date to avoid the next charge.
   • Acronis may still charge you if you cancel within 24 hours of renewal-contact support immediately if this happens.
6. Check your email for a cancellation confirmation email from Acronis. If you don't receive it within 2 hours, log back in and verify the subscription shows "Cancelled" or "Active until [date]".
   • Screenshot this confirmation for your records.

Cancel an apple app store subscription

1. Open the Apple ID app or go to Settings > [Your Name] > Subscriptions on your iPhone or iPad.
   • On Mac, open System Settings > [Your Name] > Subscriptions.
2. Find Acronis in your active subscriptions list.
   • If it's not there, your subscription may have already expired or be managed elsewhere.
3. Tap or click the Acronis subscription to open its details page.
   • You'll see your renewal date and payment method here.
4. Select Cancel subscription at the bottom of the page.
   • Apple will ask if you want to continue until the next renewal date (yes).
5. Confirm your cancellation. Apple will send you an email receipt.
   • Save this email as proof of cancellation.
6. Your Acronis service remains active until the end of the current billing period, after which the subscription ends.
   • Do not delete the Acronis app-you can still access backups until expiry.

Cancel a google play subscription

1. Open the Google Play Store app on your Android device or visit play.google.com in a browser.
   • If using the web, sign in with your Google account.
2. Navigate to your account menu (usually a profile icon) and select Subscriptions or Manage subscriptions.
   • On web, go to Account > Payments and subscriptions > Subscriptions.
3. Find Acronis in the list and tap or click it.
   • You'll see your next renewal date and billing amount.
4. Select Cancel subscription.
   • Google may offer you a discount to stay-you can decline.
5. Confirm the cancellation. Google will send a confirmation email.
   • Keep this email for your records.
6. Your subscription access continues until the renewal date, then ends automatically.
   • You won't be charged again.

Cancel a reseller subscription

1. Find your original purchase confirmation email from the reseller (Cleverbridge, local distributor or MSP).
   • Search your inbox for "Acronis", the reseller name or "order confirmation".
2. Locate the reseller's support or cancellation contact details in that email or on their website.
   • Do not contact Acronis directly-they cannot process reseller cancellations.
3. Email the reseller with your order number, email address and a clear cancellation request.
   • Example: "I wish to cancel my Acronis subscription (Order #12345) effective immediately."
4. Ask for written cancellation confirmation and ask about refund eligibility based on their terms.
   • Reseller refund policies vary; some honour the 30-day CPA window, others do not.
5. If the reseller doesn't respond within 5 business days, escalate to the National Consumer Commission and reference the CPA 30-day refund window.
   • Stopee recommends providing proof of your cancellation request email.

What happens after you cancel

Service access and data retention

After you cancel, your Acronis service typically remains active and accessible until the end of your paid billing period. You can still view and restore your backups during this time-cancellation doesn't immediately cut you off.

Once your paid period expires, you lose access to your backups and cloud storage. If you need to retrieve files, download or export them before the expiry date. Acronis does not automatically delete your data, but you cannot access it after expiry without reactivating a subscription.

Auto-renewal and billing after cancellation

Once you cancel, Acronis will not charge you again when the current period ends. However, if your cancellation request failed or didn't process, you may still be charged on your renewal date.

Warning: Check your credit card or payment method 1 to 2 days after your renewal date to confirm no charge went through. If you were charged after cancelling, contact Acronis support immediately and request a refund, referencing your cancellation confirmation and the CPA.

At Stopee, we recommend setting a phone reminder 48 hours before your renewal date to verify cancellation was successful before charges hit your account.

Refund eligibility and how to claim

Acronis refund policy

Acronis allows full refunds within 30 days of purchase for annual and perpetual licences, provided the subscription has not been substantially used. This aligns with the South African Consumer Protection Act minimum standard.

If you purchased within the past 30 days and request cancellation, you are entitled to a refund unless you've actively used the service (e.g., created multiple backups, downloaded restored files).

Refund exceptions and app store purchases

Acronis does not offer pro-rata refunds for unused time on monthly cloud subscriptions. If you paid for a full month and cancel halfway through, you forfeit the unused portion under their standard terms.

Purchases made through Apple App Store or Google Play are governed by Apple's and Google's refund policies, not Acronis'. Apple offers 14 days for refunds on app subscriptions; Google offers 48 hours. Contact Apple Support or Google Play Support directly-Acronis cannot override these timelines.

How to request a refund

1. Log into your Acronis account and navigate to Support or Help Centre.
   • Look for "Contact support" or "Submit a ticket".
2. Open a support ticket with the subject line: "Refund request for subscription [order number]".
   • Include your order number, subscription start date and the reason for cancellation.
3. State clearly: "I am requesting a full refund under the Consumer Protection Act, as I purchased this subscription on [date] and am cancelling within 30 days."
   • This invokes your legal right and signals you know your consumer protections.
4. Attach a copy of your original invoice or confirmation email.
   • Do not attach payment card details-only invoices.
5. Send the ticket and wait for a response. Acronis typically replies within 3 to 5 business days.
   • If they refuse the refund, ask in writing why they consider your use "substantial".
6. If Acronis denies your refund and you believe the denial is unlawful, file a complaint with the National Consumer Commission at complaints@thencc.org.za and include all correspondence.
   • Stopee has seen the NCC order refunds for app store and reseller subscriptions when companies wrongfully withheld them.

Acronis pricing and plan options

Pricing overview for south africa

Acronis offers multiple subscription tiers for individuals and businesses, but exact South African pricing is not consistently listed publicly. Costs depend on your plan type, subscription length (monthly vs. annual), platform (Windows, Mac, mobile) and whether you purchased directly or via a reseller.

Annual subscriptions typically offer better value than monthly, but monthly plans give you more flexibility to cancel. Stopee recommends requesting a written quote from Acronis or your reseller before committing.

For the most current ZAR pricing, visit the Acronis website or contact their sales team directly. Stopee recommends comparing prices from multiple resellers before subscribing, as discounts and bundles vary.

Common cancellation mistakes to avoid

Cancelling a subscription might seem straightforward, but small oversights can leave you subscribed and charged. Here are the pitfalls Stopee sees most often.

Mistake 1: confusing account deletion with cancellation

Deleting your Acronis account is not the same as cancelling your subscription. If you delete your account without cancelling the underlying subscription, you'll still be charged and will lose access to your backup files permanently.

Always cancel the subscription first through your account settings, receive confirmation, and only then delete your account if you wish.

Mistake 2: cancelling one subscription but not another

If you hold multiple Acronis subscriptions (e.g., one direct plan and one through an app store), you must cancel each one separately. Cancelling the web subscription does not cancel the app store version, and vice versa.

Log into each account or app separately and confirm each cancellation before your renewal date.

Mistake 3: missing the renewal date deadline

Acronis typically requires cancellation 24 to 48 hours before your renewal date. If you cancel after that window closes, you'll be charged for the next period. You can request a refund, but it's easier to cancel early.

Stopee recommends cancelling at least 5 days before renewal to give yourself a buffer.

Mistake 4: not following up on reseller cancellations

If you request cancellation from a reseller by email and don't hear back within 5 business days, follow up again. Some resellers ignore cancellation requests or claim they never received them.

Send a follow-up email with your original request quoted in full and ask for written confirmation of receipt. If the reseller still ignores you, escalate to the National Consumer Commission.

Mistake 5: assuming your cancellation was successful

The biggest mistake is not verifying your cancellation worked. Log back into your Acronis account a few hours after cancelling and confirm the subscription now shows "Cancelled", "Inactive" or "Active until [specific date]".

Check your email for a cancellation confirmation. If you see no confirmation email within 2 hours, your cancellation may not have processed-try again or contact support.

Cancellation checklist

Before and after you cancel, use this checklist to protect yourself.

Contact and escalation

Acronis support channels

Acronis global headquarters are located in Zurich, Switzerland, but they support South African customers through online channels. You can reach Acronis support via their web portal, email or phone.

Acronis support portal: support.acronis.com or help.acronis.com

Email support: Submit a support ticket through your Acronis account dashboard.

Phone support: Available in English for business customers; consumer support is primarily online.

South African reseller support: If you purchased via a local reseller, contact them first-they handle your billing and refunds.

Escalation to south african authorities

If Acronis or a reseller refuses your cancellation or refund request and you believe you have a valid legal claim, escalate to the National Consumer Commission (NCC).

National Consumer Commission contact details:

• Email: complaints@thencc.org.za
• Website: www.thencc.org.za
• Postal address: National Consumer Commission, 1st Floor, DTI Building, 77 Meintjes Street, Sunnyside, Pretoria, 0001, South Africa
• Phone: +27 (0) 12 428 6500

File your complaint within 6 months of the dispute. Include all correspondence, payment receipts, cancellation confirmations and a clear explanation of why you believe your rights under the Consumer Protection Act were violated. Stopee emphasises that NCC complaints are free and often result in refunds for wrongful charges.

Next steps and summary

Cancelling Acronis is straightforward once you know which channel you used to subscribe and when your renewal date falls. The key steps are: identify your subscription type, cancel at least 48 hours before renewal, request a refund if eligible within 30 days, and escalate to the NCC if the company refuses a valid claim.

At Stopee, we've helped thousands of South African consumers navigate subscription cancellations and recover unwanted charges by knowing their rights under consumer protection law. Whether you're cancelling because you found a better backup solution or simply no longer need the service, Stopee equips you with the knowledge and templates to cancel with confidence.

Remember: your cancellation must be confirmed in writing and your decision can be verified within your account settings. If Acronis charges you after cancellation, you have the right to demand a refund and escalate to the National Consumer Commission at no cost. Save all emails, screenshots and receipts as proof. Stopee is here to remind you that you are in control of your subscriptions-not the other way around.