Sign into Kaspersky password app on a new device. Accidently logged in via Google instead of using email. Kaspersky asked me if I wanted to merge data I selected yes. When I finally return to my original account all my passwords and saved data was gone.
Please help.

7 minutes ago, S_pider said:

Sign into Kaspersky password app on a new device. Accidently logged in via Google instead of using email. Kaspersky asked me if I wanted to merge data I selected yes. When I finally return to my original account all my passwords and saved data was gone.
Please help.

Hello @S_pider, 

Welcome!

1. IF (you) don't have a *local KPM backup* saved on (your) computer & IF (you) also don't have any of the original passwords & saved data in (your) *MyKaspersky, original KPM account*, contact Kaspersky Customer Service - https://support.kaspersky.com/b2c#contacts -> select either Chat or Email, then fill in the template as shown; include a *detailed history* 

• *Also* -> IF using Chat - *before* ending the chat -> ask the operator to email (you) a copy of the chat transcript - otherwise (you'll) have no record of the chat*        

           

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

Thank you?
Flood?+?

Hi! I do not have any backups saved.

Also, I've tried using the support site, but it keep going blank after I submit a request. See screenshot below.

3 hours ago, S_pider said:

Hi! I do not have any backups saved.

Also, I've tried using the support site, but it keep going blank after I submit a request. See screenshot below.

Hello @S_pider, 

Thank you for posting back & the information!

1. It appears as tho (you) may be located in the US - is that correct? 
2. IF 'yes', please try using a VPN & select the UK & OR a location outside of the US & try this URL -> https://support.kaspersky.com/b2c/global#contacts
3. Also, again with either of those two URLs & a VPN, please try other browsers, IF the same issue repeats ( it keep going blank after I submit a request) -> please go to the Developer console [in Google browser, select three vertical dots, select More tools, select Developer tools] clear the Developer console -> on the left-hand-side select the circular icon with the diagonal-line-thru-the-middle ? -> *recreate* the problem, i.e., submit the submit request & wait for *information* to collect in the Developer console - (you) will be looking for *red* errors; make the screen as big as possible; screen-print & post back please? 

Thank you?
Flood?+?

Edited January 21, 20251 yr by Flood and Flood's wife
numbering