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mosh
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mosh

mosh

Posted
Posted

We have 2 devices with 2 separate subscriptions, both are active for a few more months, recently we reuploaded Win 11 after repairs, when we download the antivirus and installed it,  despite using the right activation key, when one is installed on one device, it cancels the other one on the other device?  Deleted and reinstalled several times, it still does it. Anyone can help please?

Flood and Flood's wife

Flood and Flood's wife

Posted
Posted (edited)
14 minutes ago, mosh said:

We have 2 devices with 2 separate subscriptions, both are active for a few more months, recently we reuploaded Win 11 after repairs, when we download the antivirus and installed it,  despite using the right activation key, when one is installed on one device, it cancels the other one on the other device?  Deleted and reinstalled several times, it still does it. Anyone can help please?

Hello @mosh, 

Welcome!

  1. *Normally* with Kaspersky Standard, Plus & or Premium - purchased from Kaspersky websites - an activation key is not issued -> with the new range:  Kaspersky Standard, Plus & or Premium - activation keys were replaced by License codes that are sent to the subscribers MyKaspersky account when the subscription is purchased. 
  2. The subscription / license is active from the purchase date. 
  3. When the Kaspersky software is installed on the device & signed into using the same email address that (you) use to sign into (your) MyKaspersky account - the *app* & the MyK account should synchronise & pick-up the license information. 
  4. Has the device that has been repaired been deleted from (your) MyKaspersky account - in the devices tab - https://my.kaspersky.com/MyDevices#/portal/pages/devices? 
  5. Post an image of both subscriptions please -> HIDE any personal information & or the license code, activation key before posting please. 

Thank you🙏
Flood🐳+🐋

Edited by Flood and Flood's wife
Added: When the Kaspersky software is installed on the device & signed into using the same email address that (you) use to sign into (your) MyKaspersky account - the *app* & the MyK account should synchronise & pick-up the license information. 
  • Like 1
mosh

mosh

Posted
  • Author
Posted

They are linked to two different names and emails addresses 

  • Thanks 1
Flood and Flood's wife

Flood and Flood's wife

Posted
Posted (edited)
18 minutes ago, mosh said:
  1. They are linked to two different names and emails addresses 

Hello @mosh, 

Thank you for the images & information!

  1. The *image* that shows KAV & KIS subscriptions *appear* to be in the *same* MyKaspersky account - IF that is correct there can *only* be one email address for that account.... Please confirm, are there *two* MyKaspersky accounts? 
  2. Both Kaspersky Anti-Virus (KAV) & Kaspersky Internet Security (KIS) -> are Kaspersky's *old* software - they've been replaced by Kaspersky Standard - Kaspersky is offering a *free* upgrade, Kaspersky Standard can be downloaded from:  https://www.kaspersky.com/downloads#update-product & please READ:  Kaspersky: Basic, Standard, Plus, Premium - info & FAQ
  3.  It's (your) choice whether OR not to install / update a new version over the top OR do a clean install, IF doing a clean install - save LICENSE information only, after installing the new software - run a Database update followed by a shutdown & power-on of the computer. 

Thank you🙏
Flood🐳+🐋

Edited by Flood and Flood's wife
Please confirm, are there *two* MyKaspersky accounts? 
mosh

mosh

Posted
  • Author
Posted

They are linked to two different names and two different emails addresses 

  • Thanks 1
Flood and Flood's wife

Flood and Flood's wife

Posted
Posted (edited)
16 minutes ago, mosh said:
  1. They are linked to two different names and two different emails addresses 

Hello @mosh, 

Thank you for the information!

  1. The screen-image that (you've) posted *appears* to show *both* subscriptions in the *same* MyKaspersky account, so (you) may be looking at something else (that we cannot see) that shows two different names & email addresses ->
  2. To protect your privacy & security all of your private information & records are not available to the Community -> (your) best option is to reach out to Kaspersky Customer Service (KCS):  https://support.kaspersky.com/b2c#contacts, select Email, fill in the template as shown, provide a *detailed-history*                                     image.thumb.png.cc97cff18a87097cf42329d930e24d09.png
  3. *Do NOT use the AI-BOT to submit the incident*                 

Please share the outcome with the Community when it's available?

Thank you🙏
Flood🐳+🐋

Edited by Flood and Flood's wife
formatting
mosh

mosh

Posted
  • Author
Posted

all good now, Can I do this new version on the other device (laptop)"

all good now, the new version looks good. 

I already have the anti virus running OK on the other device (laptop), can I do what I did with the desktop? Install the bew version? 

14 minutes ago, Flood and Flood's wife said:

Hello @mosh, 

Thank you for the information!

  1. The screen-image that (you've) posted *appears* to show *both* subscriptions in the *same* MyKaspersky account, so (you) may be looking at something else (that we cannot see) that shows two different names & email addresses ->
  2. To protect your privacy & security all of your private information & records are not available to the Community -> (your) best option is to reach out to Kaspersky Customer Service (KCS):  https://support.kaspersky.com/b2c#contacts, select Email, fill in the template as shown, provide a *detailed-history*                                     image.thumb.png.cc97cff18a87097cf42329d930e24d09.png
  3. *Do NOT use the AI-BOT to submit the incident*                 

Please share the outcome with the Community when it's available?

Thank you🙏
Flood🐳+🐋

 

27 minutes ago, mosh said:

all good , thank you.

 

  • Thanks 1
Flood and Flood's wife

Flood and Flood's wife

Posted
Posted
7 minutes ago, mosh said:

all good now

  1. Can I do this new version on the other device (laptop)

Hello @mosh,

Thank you for the information! That's great news, well done!

  1. Yes you can!

Thank you🙏
Flood🐳+🐋

mosh

mosh

Posted
  • Author
Posted

correction, the anti virus on the other device(laptop) not working now??

  • Thanks 1
Flood and Flood's wife

Flood and Flood's wife

Posted
Posted
Just now, mosh said:
  1. correction, the anti virus on the other device(laptop) not working now??

Hello @mosh, 

Thank you for the information!

  1. What errors OR problems do (you) see, post a screen-print please so we can see what (you) see? 

Thank you🙏
Flood🐳+🐋

mosh

mosh

Posted
  • Author
Posted

All good now on the laptop, only it is  the old version, but that's fine as long as its working. Thank you.

all good now on laptop and desktop, the desktop has the new version and the laptop has the old version. 

  • Thanks 1
mosh

mosh

Posted
  • Author
Posted
21 hours ago, Flood and Flood's wife said:

Hello @mosh, 

Thank you for the information!

  1. What errors OR problems do (you) see, post a screen-print please so we can see what (you) see? 

Thank you🙏
Flood🐳+🐋

How do I do the same on the laptop? today the antivirus playing up again, when I started the the laptop there was no Kaspersky anti viruse ? 

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