after upgrade lose license on Password Mgr/mac

[Kailas]

Upgraded password manager on 2 macs on 4/24/20.  Both reverted to unpaid versions and would not connect to my account.  I did the same thing on 2 computers, but it only worked on one:

  - on computer, deleted Kaspersky Password Manager (rebooted)

  - on myKaspersky, disconnected Password Manager from each device. I have one license left.

  - on myKaspersky, added password manager as new device, and downloaded……

At this point in each case I was transferred for the download to the mac store, downloaded the software and installed.  On one computer (macbook pro) the window opened to connect to myKaspersky and the connection was successful.  On the second computer (Mac Pro 2013), the connection was unsuccessful and now each subsequent repetition of the above steps only opens a new install of the program, asking me to set up a master password.  

My initial myKaspersky server is in Toronto and I’m in California.  That hasn’t been a problem lately, but I used to have to specify the server or it wouldn’t authenticate my login to myKaspersky.  It shouldn’t be so hard.  I’m willing to forgive a lot of things on this password manager while they get fixed, but I can’t get around this.

[Flood and Flood's wife]

Hello @Kailas, 

Welcome!

1. Are both MAC Book Pro operating systems the same version & build🤔 ?
2. System requirements for Kaspersky Password Manager for Mac - the documentation says macOS 10.12.6 and later, if Mac Pro 2013 operating system is not compatible, is it possible to update and recheck? 
3. The 2nd query relates to “MyKaspersky server is in Toronto and I’m in California”, it’s a little unclear, please provide more information, is a VPN being used? 
4. Also, regarding “each subsequent repetition of the above steps only opens a new install of the program, asking me to set up a master password”, sounds as if it does not recognise your original account🤔

• If none of the above are relevant, please contact Kaspersky Technical Support, include MAC Logs, Trace files & a detailed history, including all actions taken?
• After submitting the case, you’ll receive an automated email with an INC+12digits reference number, then, normally, within 5 business days, a Kaspersky Technical Support human will communicate with you, also by email, you may continue to engage with the Kaspersky Technical Team via email or by updating the INC in your MyKaspersky account.

Please let us know the outcome when it’s available? 

Thank you🙏

Flood🐳