No response from support team [Closed]

[Teerasak]

Hi, I have tried to reach Technical Support team regarding to activation issue where the activation has reached the maximum number. I need help from technical support team to reset the count. However, I have been waiting for days without any response. I'm not sure what is the right and effective channel to contact technical support. Could you please advise. Thank you. Teerasak

[kmscom]

where and how you tried to contact specialists Technical Support ?

[Gjoksi]

That's strange. I've contacted them several times, and they responded to me in no more than 1 or 2 days.

[Flood and Flood's wife]

Hello Teerasak, Different ways:

1. Log an incident via MyKaspersky portal - https://my.kaspersky.com/
2. Online chat - via MyKaspersky portal - https://my.kaspersky.com/
3. Phone
4. Email.

https://www.kaspersky.com/about/contact When an incident is logged an automated confimation, with the incident #, should be received within a very short time, if no automated email confirmation acknowledging the incident is received within 60 minutes, I'd log into MyKaspersky account & engage a Kaspersky Agent via Online Chat. After an incident is logged, a response from a human should take place within 24 hrs, if the record was created during business hours, Monday to Friday - 8 - 18:00. Incident logged Sat, after midday - response (from human) should be received sometime Monday. Incident logged Sun - response (from human) should be received no later than Tuesday. (& as Gjoksi has advised) anything outside of 2 days is unusual. Re: Online Chat. Using online chat, enter you email address into the dropdown (email icon) so that a record of your chat is emailed to you at the end of the chat. If all the above options ( 1 to 4) have been tried and none of them have worked can you please post back? Thanks!

[Teerasak]

kmscom I open the request in My Kaspersky support page by going to https://my.kaspersky.com/dashboard then select support > Request Technical Support. Until now, still no response. Gjoksi Thanks! Perhaps I went to wrong channel so they do not response. FLOOD I cannot find online chat. I access My Kaspersky, and try to find from there, but cannot find online chat as you suggested. I tried bot https://my.kaspersky.com/ and https://www.kaspersky.com/about/contact/ but cannot find the option to access online chat. can you share screen capture of the page for online help.

[Flood and Flood's wife]

Hello Teerasak, Thanks for posting back. The Online Chat SHOULD show a little green rectangle & a little blue circle in the bottom right hand corner of your browser. The agents are only there during business hours... Where I am right now, it's 03:00am, no-one except the owls & me are awake:wink:. After hours, the icons do not show. Not sure of your geographic location, but if it's Sunday where you are, the icons will not be active/visible. If, during business hours you still cannot see the icons, please post back so we can help? Thanks & best regards!

[Flood and Flood's wife]

Hello Teerasak, Using Google browser - there are no chat icons, no green, no blue. - well it was ?blue?, now Kaspersky have changed "colours", everything is boring sludge green? However, using Firefox & Opera browsers the LiveChat icons are available: They look like: Click on the ? & a "live" agent should connect with you. If it doesn't work, please post back? Re the INCIDENT you created, can you please check: date & time you created please & post back the information please? Thanks! --------------------------------------------

1. If there's any Kaspersky developers reading this: there are NO:

" GET https://secure.livechatinc.com/licence/8898534/v2/ xxx " calls in any Google browser logs

[Friend]

Hi, Teerasak , Write here the number of your request to technical support. Chat is available only for specific regions.

[Flood and Flood's wife]

Friend, Please share which regions have: "LiveChat"?

[Flood and Flood's wife]

Hello Teerasak, LiveChat is available in: AU/NZ, South Asia, South East Asia, and USA