Kaspersky Technical Assistance - ID INC000017666726 Web_Licensing_Other

[Guest]

Subject: Final Escalation – Fair Resolution Required for Confirmed Valid License

Dear Kaspersky Management Team,

I am requesting your urgent review of my case, as the responses I have received so far do not address the core issue and leave me without the service I paid for.

Key Facts (All Verified by Kaspersky Support)

I purchased Kaspersky Total Security for $70 NZD with a subscription valid until 16 March 2026.

In August 2025, your technical team provided activation assistance, confirmed the validity of my license, and the product worked normally for two weeks.

On 2 September 2025, the product suddenly stopped with an “activation limit exceeded” message.

No changes were made to my usage or devices during this period.

Screenshots of your confirmation and the current error are attached.

Why the Current Position is Unfair

Contradictory handling: If my license was invalid, your team would not have reactivated it and confirmed its validity until March 2026, just two weeks ago.

Loss of purchased service: I have effectively received only two weeks of use from a two-year subscription, despite Kaspersky’s own confirmation of validity.

Deflection to reseller: The reseller is unresponsive, leaving me penalised for a matter beyond my control. As the license is tied to your systems and verified by your team, Kaspersky cannot avoid responsibility by pointing solely to the seller.

Customer trust at stake: If a verified, valid license can be deactivated after Kaspersky’s own confirmation, this undermines confidence in your support processes and product reliability.

Reasonable Resolution Requested

I am not asking for anything beyond what your team already confirmed. To restore fairness, I respectfully request one of the following options:

One-time replacement license (single device) valid until 16 March 2026 (matching the subscription period your team already confirmed); OR

Reactivation of my current license by your Licensing/Compliance team, with safeguards to prevent further interruption; OR

A pro-rata credit applied directly to a new first-party license from Kaspersky.

Why Escalation is Needed

This case clearly goes beyond routine support. It involves:

Conflicting explanations from your team (initially “sharing screenshots,” later “activation limit exceeded”).

A license that was validated and activated by Kaspersky yet stopped working without any change in usage.

An unresponsive reseller, leaving me reliant on Kaspersky’s customer commitment.

So, I would like to request escalation to a Licensing/Compliance manager who can review this case holistically and provide a fair resolution.

I trust that Kaspersky, as a global leader in cybersecurity, will honour its commitment to legitimate customers. I would like a final decision and resolution within 5 business days.

Best regards,
Dilhan Athapaththu

 

[Flood and Flood's wife]

4 hours ago, dilhan2005 said:

Subject: Final Escalation – Fair Resolution Required for Confirmed Valid License

Dear Kaspersky Management Team,

I am requesting your urgent review of my case, as the responses I have received so far do not address the core issue and leave me without the service I paid for.

Key Facts (All Verified by Kaspersky Support)

I purchased Kaspersky Total Security for $70 NZD with a subscription valid until 16 March 2026.

In August 2025, your technical team provided activation assistance, confirmed the validity of my license, and the product worked normally for two weeks.

On 2 September 2025, the product suddenly stopped with an “activation limit exceeded” message.

No changes were made to my usage or devices during this period.

Screenshots of your confirmation and the current error are attached.

Why the Current Position is Unfair

Contradictory handling: If my license was invalid, your team would not have reactivated it and confirmed its validity until March 2026, just two weeks ago.

Loss of purchased service: I have effectively received only two weeks of use from a two-year subscription, despite Kaspersky’s own confirmation of validity.

Deflection to reseller: The reseller is unresponsive, leaving me penalised for a matter beyond my control. As the license is tied to your systems and verified by your team, Kaspersky cannot avoid responsibility by pointing solely to the seller.

Customer trust at stake: If a verified, valid license can be deactivated after Kaspersky’s own confirmation, this undermines confidence in your support processes and product reliability.

Reasonable Resolution Requested

I am not asking for anything beyond what your team already confirmed. To restore fairness, I respectfully request one of the following options:

One-time replacement license (single device) valid until 16 March 2026 (matching the subscription period your team already confirmed); OR

Reactivation of my current license by your Licensing/Compliance team, with safeguards to prevent further interruption; OR

A pro-rata credit applied directly to a new first-party license from Kaspersky.

Why Escalation is Needed

This case clearly goes beyond routine support. It involves:

Conflicting explanations from your team (initially “sharing screenshots,” later “activation limit exceeded”).

A license that was validated and activated by Kaspersky yet stopped working without any change in usage.

An unresponsive reseller, leaving me reliant on Kaspersky’s customer commitment.

So, I would like to request escalation to a Licensing/Compliance manager who can review this case holistically and provide a fair resolution.

I trust that Kaspersky, as a global leader in cybersecurity, will honour its commitment to legitimate customers. I would like a final decision and resolution within 5 business days.

Best regards,
Dilhan Athapaththu

 

Hello @dilhan2005, 

Welcome!

Unfortunately, the Kaspersky Community cannot assist, to protect your privacy & security (your) private information & records are only available to Kaspersky Customer Service / Kaspersky Support - (you) must continue to engage with Kaspersky Customer Service / Kaspersky Support & OR - IF they've advised (you) to engage with the merchant from whom (you) purchased the subscription, do that & please read: What to do if the maximum number of activations for the entered activation code is exceeded?

Fill in the template as shown, when (you) contact Kaspersky Customer Service: 

Also, Kaspersky Total Security is Kaspersky's *old* software, it's been replaced by Kaspersky Plus, Kaspersky are offering a *free-like-for-like-upgrade*, read: Kaspersky: Basic, Standard, Plus, Premium - info & FAQ, by Danila T.

Thank you🙏
Flood🐳+🐋

Edited 15 hours ago by Flood and Flood's wife
added template & Kaspersky: Basic, Standard, Plus, Premium - info & FAQ info