Can new ticket still be opened for region activation issue?

[Hall of Famer]

Hi,

As Kaspersky was exiting in USA, I opened a ticket back in July 2024 to change my region from USA to Global, and they said they had removed region restriction for me. However, I got an error that subscription could not be renewed. I checked my account and it still says my region is USA, and I wanted to open a new ticket to change this. However, I am not getting any email notification that my ticket has been opened or received. So I want to ask, is it still possible to open such ticket to change my region? If not possible, do I have to ditch my user account and try to start over in a different region? Thanks.

[Danila T.]

Hello,

I couldn't find your new support requests. Please create a new ticket via https://support.kaspersky.com/b2c/#contacts

[Hall of Famer]

Hi Danila T.

I tried to submit a new ticket yesterday but the ticket was not submitted at all, it did not confirm my ticket submission once I clicked the submit button. I tried again and the same happened.

[Flood and Flood's wife]

22 hours ago, Hall of Famer said:

As Kaspersky was exiting in USA, I opened a ticket back in July 2024 to change my region from USA to Global, and they said they had removed region restriction for me. However, I got an error that subscription could not be renewed. I checked my account and it still says my region is USA, and I wanted to open a new ticket to change this

Hello @Hall of Famer, 

1. Also, do (you) have the *original* ticket number from July 2024, where Kaspersky said "they had removed region restriction"; it's prefixed with INC0000 -> IF 'yes', please post that here ? 
2. For creating a *new* incident, does it help IF (you) use a different browser & this URL: https://support.kaspersky.com/us/b2c/us#contacts: 
3. IF (you) do successfully create the ticket, in the *Details* make sure (you) mention Danila T. has asked (you) to submit it & that the previous ticket was not completed. 

Thank you🙏
Flood🐳+🐋

[Hall of Famer]

Hi Flood and Flood's wife:

1. The original ticket number was INC000016679094, back on July 25, 2024 I received an update stating that the regional restriction had been removed.

2. I tried Firefox and Google Chrome, neither seems to be submitting the ticket properly, it got stuck at the page below:

Also when I opened developer console, it says "Failed to load resource: the server responded with a status of 405; kl-functions.js:1008 tracking triggered problem-form__submit_fail", so the form was clearly not submitted properly. Can someone open a ticket for me manually if I cannot do it?

3.

[Flood and Flood's wife]

4 hours ago, Hall of Famer said:

•  The original ticket number was INC000016679094, back on July 25, 2024 I received an update stating that the regional restriction had been removed.
•  I tried Firefox and Google Chrome, neither seems to be submitting the ticket properly, it got stuck at the page below:

• Also when I opened developer console, it says "Failed to load resource: the server responded with a status of 405; kl-functions.js:1008 tracking triggered problem-form__submit_fail", so the form was clearly not submitted properly.
• Can someone open a ticket for me manually if I cannot do it?

Hello @Hall of Famer, 

Thank you for posting back & the information!

1. So even with the *new* URL -> https://support.kaspersky.com/us/b2c/us#contacts - (you) still get the same "405 _submit_fail" error? Please check IF (you) have not done so? 
2. The  "Failed to load resource: the server responded with a status of 405; kl-functions.js:1008 tracking triggered problem-form__submit_fail" information, from the developer console - is very useful - it will help Kaspersky. 
3. The *original*  INC000016679094 will help @Danila T. work out why Kaspersky appear not to have completed the work correctly in July 2024. 
4. Can you *recreate* the problem - i.e. try to submit the request so the "405 _submit_fail" error happens & collect Console & HAR logs please - @Danila T.- may ask for them; READ: How to collect console and HAR logs. 
5. To protect (your) privacy & security no-one in the Community can actually submit the ticket on (your) behalf (without) your email address - which (you) must not disclose here in a public forum; Danila T. will be able to collect all of (your) information from the original ticket INC000016679094 -> we don't actually understand why (you're) even being asked to create a *new* ticket - Kaspersky appear to have dropped the ball by telling you, in June 2024, "they had removed region restriction"; IF in fact they had not done so; now they want you to jump thru hoops to put in another request for the same thing - makes little sense to us. 

Please post back. 

Thank you🙏
Flood🐳+🐋

Edited Saturday at 08:59 AM by Flood and Flood's wife
Corrected one month

[Hall of Famer]

Hi Flood and Flood's wife:

I tried again with the url you provided, and same issue on both Firefox and Google Chrome, I've attached a screenshot of the error messages on chrome's developer console:

Actually I tried to reply to the original ticket, and was told that it was closed back in August, and I need to open a new ticket instead. Below was the automatic response from Kaspersky:

Quote

Dear customer,

Please be informed that the status of your request has been changed to 'Closed'.
Case description:
Regional activation error

If you are in need of further assistance, please submit a new request via this link: New Request.

Please do not reply to this automatically generated message, as your reply will not be received. We wish you much joy with your Kaspersky products!

 

[Flood and Flood's wife]

24 minutes ago, Hall of Famer said:

I tried again with the url you provided, and same issue on both Firefox and Google Chrome, I've attached a screenshot of the error messages on chrome's developer console:

Actually I tried to reply to the original ticket, and was told that it was closed back in August, and I need to open a new ticket instead. Below was the automatic response from Kaspersky:

Hello @Hall of Famer, 

Thank you for the update!

(You) are not the first US based person who's been unable to submit a support request since the transition. 

IF an INC is closed it's not possible to re-activate it, however, don't worry about that - INC000016679094 - has (your) email address & all the information @Danila T.needs to start looking into the issue & there's nothing you can do about: "failed to load resource: the server responded with a status code of 405 () us/mvp/formsend:1"; that's up to Kaspersky. 

Thank you🙏
Flood🐳+🐋

[Hall of Famer]

Hi Flood and Flood's wife:

So you are saying that what will happen now is up to @Danila T. to investigate, and I can only wait for further notice? If so, will I receive an update from email or in this thread?

 

[Flood and Flood's wife]

10 minutes ago, Hall of Famer said:

So you are saying that what will happen now is up to @Danila T. to investigate, and I can only wait for further notice? If so, will I receive an update from email or in this thread?

Hi @Hall of Famer, 

Thank you for posting back!

Yes, please patiently wait for @Danila T.. It's the weekend now so eta would be Mon, Tue or even Wed. 

Also, check: https://forum.kaspersky.com/notifications/options/ & make sure (your) Notification Settings are configured correctly? 

Thank you🙏
Flood🐳+🐋

[Hall of Famer]

@Flood and Flood's wife

I understand, thx for your help and I will be waiting for @Danila T.'s update for the next 3-4 days.

[Danila T.]

Hello @Hall of Famer!

You will be contacted shortly.

[Hall of Famer]

@Danila T.

Thanks for the update, I did receive an update but it was not helpful at all. Whoever wrote to me clearly had no idea what happened back in July 2024, when they claimed to have removed my regional restriction and my license changed from USA to Global so I could continue to use Kaspersky.

This was their response in the new case:

Quote

Due to the US prohibition, we are forced to turn off the automatic renewal of subscriptions. All licenses will keep functioning until their original expiration date.

But back in July 2024, I provided my license to them to move my license to a different region, and got an approved notice from them:

Quote

Hello,

Thank you for your email.

Looking into your inquiry, we found the regional restriction on your license has already been removed. You can now use your activation code for activation again.

They did mention in an earlier response that I was advised to purchase a Global license once the license expires. So I am confused, can they actually move my license to a different region or not? And if not, how do I purchase a global license(link will be helpful)? Thanks.

Edited Tuesday at 03:55 AM by Hall of Famer

[Flood and Flood's wife]

1 hour ago, Hall of Famer said:

1. How do I purchase a global license (link will be helpful)? Thanks.

Hello @Hall of Famer, 

Thanks for the update!

1. We'll leave all of it to @Danila T. - apart from the link to the Global website https://www.kaspersky.com/home-security - so (you) can look at the software range in advance. 
2. Our advice - don't purchase a *new* subscription until the current region issue is resolved.
3. IF & when (you) do purchase a *new* Kaspersky subscription, from a Kaspersky website, it activates on the purchase date/successful transaction - read the Shopping cart Information *carefully* - select each (i) icon. 
4. Does (your) MyKaspersky account reflect a change in the Region? IF 'no', share the image with them so they understand                                                                                                                       

Thank you🙏
Flood🐳+🐋

Edited Tuesday at 05:19 AM by Flood and Flood's wife
added image

[Hall of Famer]

@Flood and Flood's wife

They replied to me again but it confused me a lot, seems they were unable to do it for me this time.

Quote

The license linked to your My Kaspersky account is a US edition and such licenses cannot be renewed anymore due to the current restrictions in the US.

Also in the previous ticket we have only lifted the regional restriction since your location was "Costa Rica" which is solely for activation purposes & doesn't make the application work as normal in the US.

I am very sorry but we will not be changing My Kaspersky country as it must match the actual country where the user is using the product.

And nope, my region is still USA bound.

 

If my understanding is correct, even if I can renew the license while being outside of USA, the license will stop working anyway once I return to USA? If so, perhaps my only option is to purchase a global license? Though in the case, can the global license be used with a USA IP? Or I have to use a VPN from another country in order to continue using Kaspersky?

[Flood and Flood's wife]

1 hour ago, Hall of Famer said:

@Flood and Flood's wife

They replied to me again but it confused me a lot, seems they were unable to do it for me this time.

And nope, my region is still USA bound.

 

If my understanding is correct, even if I can renew the license while being outside of USA, the license will stop working anyway once I return to USA? If so, perhaps my only option is to purchase a global license? Though in the case, can the global license be used with a USA IP? Or I have to use a VPN from another country in order to continue using Kaspersky?

Hello @Hall of Famer, 

Thank you for the update! 

• Re this from Kaspersky: "I am very sorry but we will not be changing My Kaspersky country as it must match the actual country where the user is using the product."

1. Doesn't that contradict what Kaspersky wrote to (you) June/July? 
2. It's actually not an accurate statement. 

Nice mess Kaspersky😖!

Is @Danila T. still overseeing (your) case? 

• Using a GLOBAL license (you'll) still have to use a VPN - because of the ban (you'll) now always have to use a VPN. 
• The *expert* support team should be advising / guiding (you) here, not making everything worse & OR confusing (you). 
• A GLOBAL license is NOT bound by any regional / location restrictions - however - because of the US ban - you may need help activating it - again, the *expert* Kaspersky support team should be helping (you) - do they know (you're) interesting in purchasing a GLOBAL subscription? 
• Once a GLOBAL subscription is activated it can be used anywhere in the world - the reason things stop on re-entry to the US is bc of the BAN -> a VPN circumvents the BAN as long as (you) have a GLOBAL license/subscription & the *new* software installed.
• IF, for example, (you) were physically located in the UK & purchased a UK Kaspersky subscription & activated it in the UK, (you) could still use it in the US as long as (you) used a VPN - read *all* of this: Guide on Kaspersky software availability in the United States. IF there's anything in this document (you) don't understand - come back & ask!

Go back to them @Hall of Famer, tell them (you) need their help. 

Thank you🙏
Flood🐳+🐋

Edited Wednesday at 05:47 AM by Flood and Flood's wife
added 2.

[Hall of Famer]

@Flood and Flood's wife

According to what they wrote to me last time, it seems that yes I do need help activating it. It does confuse me a little whether it works anywhere or it works not in US.

Quote

A Kaspersky license can usually be activated only in the region where the license is purchased. After a successful activation, the program works anywhere. Kaspersky programs, however, do not work in the US due to governmental restriction.

Should there be a need to make a purchase at our global store, you may access our ".com" site here:

https://www.kaspersky.com/home-security

And yes they are aware of the fact that I am interested in purchasing a global license, the issue is that the provided link does not work, it shows this screen to me. If I click on the inner link for non-US customers, it does not work for me anyway.

Seems that, I will have to use a non-USA IP to access the page and purchase global license?