Problem with brought more licence

[wesleywai]

My Company Brought 20 licence of  Kaspersky Endpoint Security Cloud to use.

After some month, we brought another 5 licence.

But I am not able to manage all 25 licence into 1 company workspace in the https://cloud.kaspersky.com/.

Instead, I created a separated company workspace for the new 5 licence.

However, when I install the software to new PC with the new licence code, the device is counted on the old workspace instead of the new one.

And I am not able to find support from the Kaspersky website.

Would anyone one know how do I fix this?
 

[Jose P]

Greetings wesleywai,

The cloud accepts only one activation code at a time; therefore, if you purchased more seats then you need to have you activation codes combined into one. Please contact the online store with the contacts that you received in the email and tell them that you need to have the keys “combined”.

After you fix the issue with the activation code, please delete the additional workspace and install all computers with the same package from the remaining one.

If for some reason you have questions or run into problems, please open a support case at companyaccount.kaspersky.com, we’ll be able to provide further assistance.

Hope this information helps.

Regards,

[wesleywai]

Thanks Jose.

Actually I finally found the way to contact CS ( which is really hard to find.) and keep “playing ping-pong” with the CS for over a week. 

It is still not solved yet.

 

[Jose P]

Greetings wesleywai,

Did they give you a case number?

If not then I would recommend opening a support case at companyaccount.kaspersky.com.

Working hours: Mon–Fri, 10:00 am – 5:00 pm (ET)
Excluding company holidays

https://support.kaspersky.com/us/b2b/US

To protect you as our customer, Kaspersky Lab requires any person contacting support to be registered in CompanyAccount. When registering, each person is required to enter a valid company name and contact information.

To register for CompanyAccount, click on the link below:
https://companyaccount.kaspersky.com/account/create

Once at this site:
• Enter First name, Last name, Company Name, E-mail address.
• Upload a key file (.key) or enter your 20 digit activation code.
• Enter the CAPTCHA code
• Accept the “terms of Privacy Statement.”
• Click "Create now."

Once completed, you will receive an email with instructions on how to access Kaspersky Lab support.

For more details, click on the link below:

http://support.kaspersky.com/faq/companyaccount_help .

Best Regards,

[wesleywai]

I’ve got the case number from Kaspersky lab support.
They also said the local distributor is not able to help since I purchase the licence from the global channel. 

After tons of e-mails, they ask me to contact info@kaspersky.com instead. And I did.

After that,  info@kaspersky.com is asking me about my location. I am not sure if they are going to kick me back to the local distributor again.

 

[wesleywai]

After the above, info@kaspersky.com asked me to go to Kaspersky Lab Asia-Pacific Headquarters as know as AV365 support.

Then AC365 support ask me to goes to the local distributor https://www.lapcom.com.hk/tc/contact.php again which Kaspersky lab support has already reached . And they already replied that not able to help.


What do I supposed to do?

 

[wesleywai]

The email chain is now like:

1.) Kaspersky lab support tried to pass me to local distributor
2) then Kaspersky lab support passed me to info@kaspersky.com 
3) info@kaspersky.com  passed me to Kaspersky Lab Asia-Pacific Headquarters aka AV365 Support
4) AV365 Support tried to pass me to local distributor again
5) then AV365 Support passed me back to Kaspersky lab support again


I brought my licence from here:
https://www.kaspersky.com/small-to-medium-business-security/cloud

Would you know anyone is able to help?

 

Please.

 

 

I’ve got the case number from Kaspersky lab support.
They also said the local distributor is not able to help since I purchase the licence from the global channel. 

After tons of e-mails, they ask me to contact info@kaspersky.com instead. And I did.

After that,  info@kaspersky.com is asking me about my location. I am not sure if they are going to kick me back to the local distributor again.