Can't login after reinstaling app (Both Xiaomi Redmi Note 5 and Note 9s)

[Drakus78]

After reinstalling app on both my Xiaomi Redmi Note 5 and Note 9s devices I can’t login. After entering my credentials it gave me message “Unable to connect to My Kaspersky. Check your internet connection and try again...” I have tried to reinstall but there was no improvement….. I have tried Customer Support but there is still no help….

[Flood and Flood's wife]

 I have tried Customer Support but there is still no help….

Hello @Drakus78, 

Welcome!

1. What actually happened when you logged a case with Kaspersky Technical Support; are they still working on the issue or they advised they could not assist & did they give you an INC+12 digits reference number? 
2. Are you able to log into your MyKaspersky account using a Chrome browser, i.e, not via the KSK app?  
3. When “Unable to connect to My Kaspersky. Check your internet connection and try again...” happens, is wifi enabled as well as mobile data? 
4. Is there any other Kaspersky software installed on the Xiaomi’s? 

Please let us know? 

Thank you🙏

Flood🐳 +🐋

Additional resource:

Read before you create a new topic! tutorial by @Danila T. 

[Drakus78]

1. They said they forwarded my problem to experts.

2. Yes

3. Yes

4. No

 

[Flood and Flood's wife]

1. They said they forwarded my problem to experts.

Hello @Drakus78, 

Thank you!

1. Did the Support team give you an INC request number?
2. Which date was the INC forwarded to the experts? 

Please let us know? 

Thank you🙏

Flood🐳 +🐋

[Berny]

I have tried Customer Support but there is still no help….

Can you please provide your INC reference.

Also, the Kaspersky experts are actually most probably working on your issue.

 

[Drakus78]

They resolve problem. Just needed to change my login password.