If you have any situations requiring the intervention of the Technical Support, you should submit request on the Technical Support web site -
http://www.kaspersky.ru/support/helpdesk.html

E-mails to kavmobile@kaspersky.com containing situations requiring the intervention of the Technical Support will not be processed by Kaspersky Lab Technical Support service.

So if you need technical assistance as soon as possible, you should be treated either through Personal cabinet or through a Web form http://www.kaspersky.ru/support/helpdesk.html

Funny thing the kaspersky support

Still waiting two weeks for ANY movement from the 'kasperkies'

The personal cabinet is a bad joke

Im sure there is a perfectly reasonable explanation for them being two weeks

You could have posted your problem here