No Invoice or License After Purchase of Kaspersky Plus

[ECA]

Hi,
I purchased Kaspersky Plus yesterday, and the payment has already gone through on my credit card. However, I have not received any invoice or confirmation email, and the license is not showing up in my Kaspersky account.

Could someone please assist in checking the status of my purchase?

Let me know if you need any details such as the email used during purchase or a payment reference.

Thank you.

[harlan4096]

Welcome to Kaspersky Community.

 

Check in Your SPAM folder, also, where did You buy the license?

[Berny]

This is a public Forum , please don't share private information.

[ECA]

36 minutes ago, harlan4096 said:

Welcome to Kaspersky Community.

 

Check in Your SPAM folder, also, where did You buy the license?

It's not in spam folder
https://www.kaspersky.my/home-security?act-item=MainMenu&icid=gl_myk_str_ona_oth__onl_b2c_myk_myklink_______
I purchase from this website

32 minutes ago, Berny said:

This is a public Forum , please don't share private information.

Noted. Thank for notify🙏

[andrew75]

Please contact technical support - https://support.kaspersky.com/b2c/my#contact

[Billy Chai]

It happen to me now too. Been 8 hrs pass my credit card deductionl.
I bought it from website, checked with Visa and they said it was a successful transaction.
Activation code is not found in inbox or spam after 8 hrs.
Customer service ticket brought up but no reply from staff yet.

I am truely dissapointed.

Last resort is to come to check out the forum and saw that it's not able to be brought up since it's a private matter. 

I hope the forum serves its purpose.

Edited Monday at 11:24 AM by Billy Chai

[Berny]

@ECA @Billy Chai

Which is your geographical location ?

[Billy Chai]

1 minute ago, Berny said:

@ECA @Billy Chai

Which is your geographical location ?

South East Aisa > Malaysia 

But i don't know @ECA's

Edited Monday at 11:25 AM by Billy Chai

[Billy Chai]

I have solved the problem, hence I am sharing my steps if someone elses encounter the same
1. get your payment details from banks, such as "Approval code" which tells customer service where to trace.
2. go to customer service page and browse through the selection and finally chat with a "Real" customer service agent.
3. they will solve the problem within 5 mins.

Thank you everyone.

Edited Monday at 01:49 PM by Billy Chai

[Flood and Flood's wife]

14 hours ago, Billy Chai said:

It happen to me now too. Been 8 hrs pass my credit card deduction.
I bought it from website, checked with Visa and they said it was a successful transaction.

1. Activation code is not found in inbox or spam after 8 hrs.
2. Customer service ticket brought up but no reply from staff yet.
3. Last resort is to come to check out the forum and saw that it's not able to be brought up since it's a private matter. I am truly disappointed.

I hope the forum serves its purpose.

Additional:

I have solved the problem, hence I am sharing my steps if someone elses encounter the same
1. get your payment details from banks, such as "Approval code" which tells customer service where to trace.
2. go to customer service page and browse through the selection and finally chat with a "Real" customer service agent.
3. they will solve the problem within 5 mins.

Thank you everyone.

Hello @Billy Chai, 

Welcome!

1. Kaspersky Plus does not have an activation code - it has a License number -> when the successful payment is made the  License / subscription is sent to (your) MyKaspersky account to the Subscriptions tab - from that point the subscription is active.  READ: I paid for an activation code but didn't receive it - "If you didn’t receive the letters within 24 hours". 
2. Customer service will respond, they may take a little while - please patiently wait. Where is the activation code I bought?
3. "By ECA - Let me know if you need any details such as the email used during purchase or a payment reference." Perhaps you've made a little misunderstanding about the response to @ECA - it's very important not to post *private / personal information* when posting a topic asking for help - this is to protect *all* Kaspersky subscribers' privacy & security - YOURS included -> *private information* should not be submitted to the Community portal. The Forum Community has no access to participants *private information*, but the  Forum Community can always support participants by suggesting 'contact Kaspersky' & OR 'read xyz', etc. = generic guidance. 
4. We're delighted to read (you've) since solved the issue with the assistance of Kaspersky Customer service - well done!

Thank you🙏
Flood🐳+🐋

Edited yesterday at 01:52 AM by Flood and Flood's wife
https://support.kaspersky.com/consumer/faq-for-home-products#did-not-receive-activation-code-after-purchase

[ECA]

15 hours ago, Berny said:

@ECA @Billy Chai

Which is your geographical location ?

Malaysia. same with @Billy Chai

Customer service reply in email yesterday midnight with activation code, but not yet received the official invoice or receipt for this transaction. Additionally, I was informed that the order status currently shows as "Partial Completed", and I was advised to contact sales administration team to help complete the order process.

[Berny]

@ECA

Thank you for your feedback.
 

On 5/26/2025 at 9:11 AM, ECA said:

I have not received any invoice or confirmation email

I have seen similar issues caused by the ISP spam filter 🤔