Activation code/license key not received after purchasing

[Guest]

I have purchased Kaspersky Total security, 1 Device, 2 Years last night (4 September 2020). I have been charged from my credit card for my purchase but haven’t receive any license key activation code. 

 

What should I do?

 

Moderation Edit : Personal information removed

 

[Berny]

@shoumen Welcome. Please contact K-Lab Technical Support https://center.kaspersky.com

[Flood and Flood's wife]

Hello @shoumen,

1. You’ve shared your private information on a public forum, not safe, for your own privacy & security please edit & hide the information. 
    
2. Follow every step in What to do if you did not receive the activation code after buying a Kaspersky application carefully. 

Thank you🙏

Flood🐳

[Billybob1968]

I have the same problem….its been 4 days and I’ve submitted the necessary  Date of purchase, order No, screen shot of order confirmation and checked that my bank account was debited. 96 hrs later still nothing?  Kaspersky/Someone….any good ideas?

[Flood and Flood's wife]

Hello @Billybob1968, 

Welcome!

If you’ve followed all steps in  What to do if you did not receive the activation code after buying a Kaspersky application, and after 4 business days, not had a response from Kaspersky Technical Support, make sure you have the Incident reference number (from your existing case), on Contacts page - select your Location, then select either Phone (not available all locations), & or Online Chat (not available all locations); give the Support Agent the Incident number & request the Support Agent please assist you?

Thank you🙏

 Flood🐳

[Billybob1968]

Thanks FLOOD, but neither option Phone/Online chat available for my home country through contacts and thus I’m trying to resolve this online!????

 

[Flood and Flood's wife]

Hello @Billybob1968, 

You’re most welcome☺ !

• Unfortunately, the only other option available is, in your MyKaspersky account, update your existing Incident request, write in record that the issue requires a resolution. 
• Also, post the Incident reference number here, maybe  one of the Kaspersky Team will be kind enough to check what is causing the delay🤔

Thank you🙏

 Flood🐳

[Billybob1968]

Thanks again FLOOD,  The incident ref no. 319543431. Fingers crossed.

In the meantime let me try “My Kaspersky” although my first attempts to submit another report indicate I need an activation key to accomplish anything.  Not easy for the not so IT accomplished ;)

Best,

[Flood and Flood's wife]

Hello @Billybob1968,

You’re most welcome☺ !

The Incident number is normally like INC000011822000; to log a request it’s not necessary to have an activation key; simply log into your MyKaspersky account, fill in the template as we have, select the Kaspersky product you’ve purchased, for version select v21* (the most recent version), operating system according to what you have - W10, W7 etc, etc; importantly, in the Incident request details provide:

• The date of the purchase
• Your full name
• The e-mail address used for the purchase
• Copy of the bank transaction confirmation 

Note: The Support Team normally respond within 24 to 48 hours, by sending an email, the Subject line will have the INC # you’ve created, you may continue to communicate with Support via email; if there is no response from you in 7 days, Support will email you & advise they are closing the INC.

 

Please let us know the outcome?

Thank you🙏

 Flood🐳

[Billybob1968]

Thanks FLOOD my follow up incident report was given ref No. INC000011870959.

However my first incident report is 3195431 and to that report I attached screen shot that the order was confirmed and the products delivered…..but no email with activation code...yup, also not in junk mail. However it does say its in process!

I am happy to provide an additional screenshot of the online bank notification but really….when Kaspersky confirm my order as being complete and delivered???

I will await their reply….two thumbs up for your help. Thanks again!

 

[Flood and Flood's wife]

Hello @Billybob1968, 

You’re most welcome ☺ !

From recollection, 319**** numbers indicate a problem with an Incident submission, those numbers should always convert to the INC000011**** format; when Support communicate with you, provide them with the 3195431 number as well; regarding the Bank confirmation, it’s not mandatory, however, the more you provide the easier it will be, otherwise it can end up being a tedious back & forth until the problem is resolved🤔

Best of luck & thank you🙏

Flood🐳

[Sue Bob]

My activation code is not working -- just bought

anti virus package -- please help.

[richbuff]

Welcome. What does the error message say? If the error is not easily resolvable, please contact Tech Support, link is located at top of this webpage. Please indicate purchase method, where purchased from, and all purchase details.