Kaspersky Android Security remains free edition

[StePits]

Hello,

I'm trying to get a premium license (subscription) on android. I'm linking the Kaspersky account but it only gives me a VPN Premium but Antivirus remains Free, even though I have more devices license available if needed.

My Kaspersky Subscriptions Page shows 1. Kaspersky Internet Security for Android Free which only has one device my android phone and 2. Kaspersky Premium 5 devices whitch has the same device (my android phone).

The device shows the same things

[Flood and Flood's wife]

56 minutes ago, StePits said:

I'm trying to get a premium license (subscription) on android. I'm linking the Kaspersky account but it only gives me a VPN Premium but Antivirus remains Free, even though I have more devices license available if needed.

My Kaspersky Subscriptions Page shows 1. Kaspersky Internet Security for Android Free which only has one device my android phone and 2. Kaspersky Premium 5 devices which has the same device (my android phone).

The device shows the same things

 

Hello @StePits, 

Welcome back!

1. So, for clarification, the phone with Kaspersky Free - is that the phone (you're) trying to change to the Premium AV subscription? 
2. What is the *full* Subscription delivery - wording: 
3. IF the Kaspersky Premium (AV) subscription - has no issues - when (you) are installing the Kaspersky software on the phone - it should show a page that states words to the following effect: "You have x subscriptions, which one would you like to select?" From there (you) select the  Kaspersky Premium (AV) subscription & the *application* connects to (your) MyKaspersky account - (you) don't sign-into the account OR make any other selections - has this process been followed? 
4. Where is  Kaspersky Premium (AV) being installed from, please read: How to download Kaspersky apps on Android and iOS. 

Thank you🙏
Flood🐳+🐋

Edited Wednesday at 08:45 AM by Flood and Flood's wife
added 2.

[StePits]

Thank you for the response,

1. Yes the same mobile

2. From the new active premium subscription i press button to send subscription to device (same mobile), which previously had the free edition. This subscription delivery I read that it can take up to 24 hours but now more have passed. I try to revoke subscription from device but get the error "Sorry, an error occurred. Please try again later."

3. When I click I have a subscription and while the application is connected to my kaspersky it tells me to buy. I tell it I already have a subscription. And apart from the first option Google Play which does not apply to me it tells me 2 there are no suitable subscriptions -> connect to my kaspersky and 3 enter the activation key which get error (I'll do it again and write it down in a little while).

4. APK from https://support.kaspersky.com/common/beforeinstall/16085

[Flood and Flood's wife]

16 minutes ago, StePits said:

• 1. Yes the same mobile
• 2. From the new active premium subscription i press button to send subscription to device (same mobile), which previously had the free edition. This subscription delivery I read that it can take up to 24 hours but now more have passed. I try to revoke subscription from device but get the error "Sorry, an error occurred. Please try again later."
• 3. When I click I have a subscription and while the application is connected to my Kaspersky it tells me to buy. I tell it I already have a subscription. And apart from the first option Google Play which does not apply to me it tells me 2 there are no suitable subscriptions -> connect to my Kaspersky and 3 enter the activation key which get error (I'll do it again and write it down in a little while).
• 4. APK from https://support.kaspersky.com/common/beforeinstall/16085

Hello @StePits, 

You're most welcome!

Thank you for the information!

1. Google Play is no longer available, for any Kaspersky software.  
2. Where was the original Premium subscription purchased from - a Kaspersky website OR somewhere else? IF it's from a Kaspersky website an *activation code* is not required; when the subscription is purchased - Kaspersky sends the License key/subscription to (your) MyKaspersky account; an *activation code* is NOT used by Kaspersky, for the *new* AV software purchased from Kaspersky websites. 
3. We can see the mobile still has the Kaspersky Free subscription associated with that mobile; has the Kaspersky Free application been *uninstalled* from the mobile; then DISCONNECT DEVICE - selected against the FREE subscription; then the mobile shutdown, powered OFF & then ON? If 'no' please do this; then login & download the Kaspersky Premium application from Huawei OR Samsung, not .APK.
4. Install Kaspersky AV, at the registration page, select I have a subscription & (IF you can) select the Premium subscription; IF it does not work please log the issue, on the support page: 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.

• *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🐳+🐋

[StePits]

Hello!

Answer From Support

Every license has geographical restrictions. The license you purchased is from Amazon UK and can only be used normally within the UK and not in the EU. As a gesture of goodwill, I will remove the geographical restrictions for the license this time so you can activate.