How to add device to a new active subscription in My Kaspersky?

[Mjx]

Microsoft Windows 10
Version 22H2 (OS Build)

Kaspersky Total Security (Expired), Kaspersky Pure (Active)
Application Version: 21.3.10.391 (m)

My old subscription just ran out which is total security. But before it expired, I added a new activation key which is active and located under my subscriptions below this expired one. Now that the old one has expired, the new one which is Kaspersky Pure didn't renew to my device. If it's not meant to that's fine but then how do I add my device as there is currently no devices connected at all. I go to subscriptions and the expired and new one is both there. The old one asks me to renew but that takes me to purchase page. I don't need that. When I try to add activation key it says this has already been added to your My Kaspersky (yea no sht Sherlock)! I go to devices and click on ADD and when I do it ask for activation key which I enter. Same thing just loads and displays the words this is already added to your My Kaspersky. It can't be this damn hard surely! I disconnected all devices to the old subscription thinking maybe this will prompt something to let me add the device to the new subscription. Nope it hasn't. The new subscription is sitting there and says active, and no devices connected. No idea how to delete this if it's even possible and if I'm able to add again. Anyone have a follow these steps method that isn't already mentioned above? If not, how do I get in touch with customer service agent? Chat is no help at all just suggests the above. Thank you in advance.

[Flood and Flood's wife]

28 minutes ago, Mjx said:

Microsoft Windows 10
Version 22H2 (OS Build)

Kaspersky Total Security (Expired), Kaspersky Pure (Active)
Application Version: 21.3.10.391 (m)

My old subscription just ran out which is total security. But before it expired, I added a new activation key which is active and located under my subscriptions below this expired one. Now that the old one has expired, the new one which is Kaspersky Pure didn't renew to my device. If it's not meant to that's fine but then how do I add my device as there is currently no devices connected at all. I go to subscriptions and the expired and new one is both there. The old one asks me to renew but that takes me to purchase page. I don't need that. When I try to add activation key it says this has already been added to your My Kaspersky (yea no sht Sherlock)! I go to devices and click on ADD and when I do it ask for activation key which I enter. Same thing just loads and displays the words this is already added to your My Kaspersky. It can't be this damn hard surely! I disconnected all devices to the old subscription thinking maybe this will prompt something to let me add the device to the new subscription. Nope it hasn't. The new subscription is sitting there and says active, and no devices connected. No idea how to delete this if it's even possible and if I'm able to add again. Anyone have a follow these steps method that isn't already mentioned above? If not, how do I get in touch with customer service agent? Chat is no help at all just suggests the above. Thank you in advance.

 

Hello @Mjx, 

Welcome!

1. Kaspersky PURE is very old, when (you) fill in the incident request template - select Kaspersky Total Security - bc there's no Kaspersky PURE & (you) need to select an application from the templates available. 
2. Has the Kaspersky PURE *activation-code* been added to the actual installed application? 
3. Since applying the Activation code has the computer been shutdown, using Shutdown, not Restart, then powered ON by pressing the power button, logging in & rechecked the activation issue.
4. A reboot will possibly allow the device to connect to (your) MyKaspersky account. 
5. Kaspersky is offering a *free-like-for-like* upgrade for Kaspersky Total Security to Kaspersky Plus; we're not sure what's being offered for Kaspersky PURE - ask support. 
6. The image with *Subscription problem* - why crop it? We need to see what you see, which application is that icon, KTS or something else? 
7. The link to upgrade is: https://www.kaspersky.com/downloads#update-product; you may wish to try this; it *may* work; it's worth a try... 
8. When (you) log the request - there's a number of screens to fill in to get to a Chat agent - don't select the AI-Robot at all. 
9. Log a request with Kaspersky Customer Service, https://support.kaspersky.com/b2c#contacts - select either Email or Chat, then fill in the template as shown; include a *detailed history*; Support may request logs & other data; they will guide you. 
10. *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🐳+🐋

Edited Sunday at 08:34 AM by Flood and Flood's wife
removed white-space

[Mjx]

Yes tried all that. I didn't know Pure was old I just bought the activation code off the same company I've bought all the other activation keys from never had any problems. Don't know difference between total security and pure and what have you. It said the same as last purchase so I bought it thinking it was the same. I didn't read all the fine print. About the crop I was just showing the main problem. I downloaded the upgrade from the link you provided, thank you. All downloaded. It shows the expired and active subscriptions and ask me to choose one to link to. I choose the pure one and now it's saying you have exceeded the number of activations allowed for the entered activation code. Yes it is activated and saved to My Kaspersky but there are no devices connected. This device is the one I activated it from. It just doesn't make sense. Then it shows the words reasons and possible solutions and it just brings me back to kaspersky support page where i initially ended up here. I give up just going to buy a different one. Feel like I'm going around in ridiculous circles. Thank you anyway appreciate your time

[Flood and Flood's wife]

1 hour ago, Mjx said:

Yes tried all that. I didn't know Pure was old I just bought the activation code off the same company I've bought all the other activation keys from never had any problems. Don't know difference between total security and pure and what have you. It said the same as last purchase so I bought it thinking it was the same. I didn't read all the fine print. About the crop I was just showing the main problem. I downloaded the upgrade from the link you provided, thank you. All downloaded. It shows the expired and active subscriptions and ask me to choose one to link to. I choose the pure one and now it's saying you have exceeded the number of activations allowed for the entered activation code. Yes it is activated and saved to My Kaspersky but there are no devices connected. This device is the one I activated it from. It just doesn't make sense. Then it shows the words reasons and possible solutions and it just brings me back to Kaspersky support page where i initially ended up here. I give up just going to buy a different one. Feel like I'm going around in ridiculous circles. Thank you anyway appreciate your time

Hello @Mjx, 

You're most welcome!

1. Is "Yes it is activated and saved to My Kaspersky but there are no devices connected" an answer to our question 2? IF 'yes', we're asking IF (you've) manually added the PURE activation code to the *locally* installed Kaspersky application - not the MyKaspersky account - we can see the code has been applied to (your) MyK account. 
2. "exceeded the number of activations allowed for the entered activation code" errors are *generally* easily fixed by support; read: "You have exceeded the maximum number of activations allowed for the entered activation code" error. 
3. We don't understand why there's an issue contacting support via Chat *however* IF it's not working & IF (you) can be bothered, select Email, as long as the issue is logged & (you) receive an automated Incident reference number prefixed with INC0000, support will contact (you) via follow-up email. 
4. Going back to (your) first post & the cropped image, did (you) select Disconnect device? 
5. (We think, but are not sure) the PURE subscription may match Kaspersky Standard, support will be able to advise. 
6. Finally - IF "I give up just going to buy a different one." means buy a *different* Kaspersky subscription, why? IF the info in (your) MyK account is correct, it appears to be a valid subscription; IF (you) mean buy a subscription from another AV provider that's (your) choice; IF this issue was happening to us, we'd try & sort it out with support before spending more $. 

Thank you🙏
Flood🐳+🐋

Edited Sunday at 11:10 AM by Flood and Flood's wife
Added 4. 5. & 6.