Advice Request Don't trust Kaspersky license

[fabiobr]

I'm using Google translate to this because I'm mad:

I recently purchased a KTS license in the promotion that came with KTS + unlimited VPN to use later, since my license for KTS only has a few days left. I did not activate it or put it in My Kaspersky, it is stored in my password manager.

I asked support if I could only activate the VPN and later activate KTS, if they would be two separate keys, I get the following message, in summary: "Hi, sir, if you bought the promotion through the Kaspersky website, the license is already counting the days even if you haven't added it yet".

And some time ago I sent E-mail to support ASKING if I could do this without the days of the license starting to count, they replied: Yes, you have up to 1 year to activate it.

So, you can imagine how angry I am now. And it is not the first time that I have problems with Kaspersky licenses, I have already left a KTS key stored unused in My Kaspersky and it started ALONE counting the days without activating or putting in any product.

 

[Julian RO]

That's strange. Normally, the count should start only when you activate the AV.

 

[Guilhermesene]

I have also had problems with Kaspersky regarding licenses.

That old saying "don't trust the Russians"

 

[Ink]

Promotional offers may have different terms and conditions. Always read the small print.

 

[oldschool]

Always read the small print.

Do you mean like this?

 

[Local Host]

Do you mean like this?

No no, like this.

 

[mlnevese]

Write to their support and send a copy of the previous answers you received. I have a KSC Family license stored for over 30 days that I have no intention of activating before February next year and it has not auto activated or lost a single day.

 

[blackice]

Do you mean like this?

Where’s the text on this post. I thought emoji replies aren’t allowed?

 

[harlan4096]

In general and for years, any online Kaspersky license bought in their official sites is activated at the time of acquisition... only other types of licenses can be activated later, for example those from boxes...

 

[fabiobr]

Added now to My Kaspersky and indeed: already started to count.

Lesson learned: Never buy from their official website if you want to storage licenses to use later, and read EVERYTHING.

 

[upnorth]

I can fully understand people getting annoyed or even upset like @fabiobr no matter the company/vendor one deal with and the communication sadly doesn't work. Happened to almost all of us. The only thing I can think of right now that might help in this specific case, is the so called " Money Back Guarantee " or what most know as a refund and with Kaspersky that's 14 days if I'm correct.

How to request a refund for a Kaspersky application

Overview of settings and features available in a Kaspersky application and guides on how to use them.

support.kaspersky.com

 

[mlnevese]

Just to clarify my KSC license was bought at their official site and has not started. It may be a change for KSC as it uses a different licensing scheme or I just got lucky. Do not risk your money on it.

 

[fabiobr]

Just to clarify my KSC license was bought at their official site and has not started. It may be a change for KSC as it uses a different licensing scheme or I just got lucky. Do not risk your money on it.

It only start to count when you already used the product someday.

If you never used KSC Family (another license), then it's fine.

 

[fabiobr]

I really love Kaspersky's software, but support is being very disappointing. They haven't answered me yet.

The woman told me that she would move to the responsible sector because I already have the license counting and I DID NOT RECEIVE a code for the unlimited VPN that I would be entitled to. I think I will try their chat.

 

[fabiobr]

Update:
They were really having problems that the promotion was not sending the VPN key (and I just found that out now because I contact them to see if I can use only the VPN without activating the KTS).

The agent told me to ask for a refund and BUY IT AGAIN (hahahaha), but I explained that it was more than 30 days for the purchase because I was storing the license since I was waiting to activate it only later, I didn't know that it was already counting.

Then he told me to wait for a response from Kaspersky's "Advanced Support Team". I'll wait, but the mistake of not sending the VPN key together is THEM, even though I didn't know that the license was already counting (which only gets worse since they should have sent me the VPN as soon as I finished the purchase, if it was already enabled and counting days).

I seem to be facing the same thing that @blackice went through with the support of Bitdefender, but with Kaspersky.

I am really disappointed. If I pay for an expensive product like Kaspersky, I expect at least support of the same level. They would never send me the VPN key if I not contact them, and that was not my mistake, it's their problem.

If I receive the VPN key, I'll tell here.

 

[blackice]

Update:
They were really having problems that the promotion was not sending the VPN key (and I just found that out now because I contact them to see if I can use only the VPN without activating the KTS).

The agent told me to ask for a refund and BUY IT AGAIN (hahahaha), but I explained that it was more than 30 days for the purchase because I was storing the license since I was waiting to activate it only later, I didn't know that it was already counting.

Then he told me to wait for a response from Kaspersky's "Advanced Support Team". I'll wait, but the mistake of not sending the VPN key together is THEM, even though I didn't know that the license was already counting (which only gets worse since they should have sent me the VPN as soon as I finished the purchase, if it was already enabled and counting days).

I seem to be facing the same thing that @blackice went through with the support of Bitdefender, but with Kaspersky.

I am really disappointed. If I pay for an expensive product like Kaspersky, I expect at least support of the same level. They would never send me the VPN key if I not contact them, and that was not my mistake, it's their problem.

If I receive the VPN key, I'll tell here.

I’ve never worried about support before, but boy did they seem inept. You’re right, very similar to my experience. Just clueless.

 

[fabiobr]

Another issue I found: Kaspersky is not uploading to Dropbox the backups, I tried to restore some backup to test and it says I have nothing on dropbox (but software is saying It has backed up, but it's showing 0KB uploaded)

How first back up (that shows I have 8GB of files) can upload zero files and 0KB? And that's happening on ALL my PCs with KTS.

Support send me an email to download and run GSI (GetSystemInfo.exe), I'm running:

 

[Divine_Barakah]

I hate the way Kaspersky deals with activation especially when you activate the license multiple times only to receive you exceeded the number of allowed activation. They have a portal and they should allow you to deactivate your license from devices you no longer have Kaspersky installed on. Somebody will pop out and tell me you can contact support. Yes I know I can contact support but why does it have to be so complicated?

 

[mlnevese]

But you can deactivate devices you no longer use in My Kaspersky. Just go to the devices tab, select the device, and select disconnect.

The problem is that quick multiple activations will block the key because it may be compromised and being used for piracy. Most software with online key activation will behave this way, even Windows will block the key and force you to contact Microsoft if you activate it too many times in a month,

 

[Divine_Barakah]

But you can deactivate devices you no longer use in My Kaspersky. Just go to the devices tab, select the device, and select disconnect.

The problem is that quick multiple activations will block the key because it may be compromised and being used for piracy. Most software with online key activation will behave this way, even Windows will block the key and force you to contact Microsoft if you activate it too many times in a month,

You can disconnect devices but that does not mean that you freed room from the activated key. Bullguard, GData, F-Secure, Malwarebytes, Eset, Bitdefender and Trend Micro allow you to release license.