"sending license" taking forever [mobile]

[vooke]

I bought Kaspersky Total Security with KIS for Mac -1 License and Kaspersky Internet Security for Android-3 devices.

 

I pushed the License from myKaspersky to two phone and over 24 hours later they still read "sending license"

 

Question is, why can't the licenses be pushed instantly or within a reasonable time?

 

[Flood and Flood's wife]

Hello  @vooke,

Welcome!

➡ On the Androids, have you download & installed KIS software from Google Play Store?

➡ Have the Androids been powered off/on? 

Please let me know:

1. Both Android operating system versions?
2. KIS version? 

Please post back?

Thank you🙏

 

[vooke]

1. Yes I have installed KIS on both devices from Google Play store

 

2. I have restarted the devices severally but I have not yet received the license

 

3. Both phones are running on Android 9(Pie), and I installed the latest KIS from the Playstore

 

[Flood and Flood's wife]

Hello   @vooke,

Thank you for replying and the additional information. 

When KIS was installed, was the activation code added into KIS app, at the prompt “I have an activation code” or by signing into the MyKaspersky account ?

Also, from your image, what are the 2 notifications (bell icon) 

 

& No devices to send the license to indicates the phone & the MyKaspersky account aren’t synchronised correctly. 

Please let me know?

Thank you🙏

 

[vooke]

I selected Sign into my Kaspersky. I never entered the code into the apps. Instead I went to myKasperky licenses and pushed the license to the two devices

[Flood and Flood's wife]

Hello  @vooke,

Open KIS app, take a screen image & upload please?

Also, from your image, what are the 2 notifications ? (bell icon) 

Thank you🙏

[vooke]

The notification are for expired KIS. My license expired on Dec 22,2019

 

[vooke]

Here is my license 

 

[Flood and Flood's wife]

Hello  @vooke,

Thank you for the information & the images.

From the KIS app,  select Real-Time Protection (atm it shows a GOLD shield),  add the activation code at the prompt “I have an activation code”

Thank you.

[vooke]

I'm getting this error

 

[Flood and Flood's wife]

Hello  @vooke,

Thank you for posting back.

1. Uninstall KIS
2. Reboot phone
3. From GooglePlayStore download & install new KIS exe
4. Reboot phone
5. Start KIS
6. At the KIS “Advertising” screen = “Get 1 month free etc”, select I HAVE A LICENSE, on the following screen (Find the license on My Kaspersky) select SIGN IN TO MY KASPERSKY.
7. Log into MyKaspersky.com account. 
8. On MyKaspersky Licenses tab, select new license.

Thank you

[vooke]

I did that but the license is still sending to the two devices as you can see from the screenshot.

[Flood and Flood's wife]

Hello  @vooke,

Immediately after signing into MyKaspersky account, the screen that should show is “activate the premium version” & ANY available licenses - did that screen appear ?

[vooke]

Sorry for the late reply.

I am getting this screen showing expired licenses and the new license I bought

 

[Flood and Flood's wife]

Hello  @vooke,

Thank you for posting back. 

The “activate the premium version” process should not bring you to this screen:

• Immediately after the MyKaspersky account sign in, the screen that presents only shows active available licenses, not expired licenses.
• After selecting the license, the connection to server & activation is seamless

I’ve uninstalled, reinstalled and activated an available license (see my images)

Download KIS from GPSTORE, start install process:	Select ALLOW	Select ALLOW
Select NEXT	Installer starts	Select I HAVE A LICENSE
Select SIGN IN TO MY KASPERSKY	MyKaspersky login in screen	Enter email & password
2FA request  (if previously  enabled)		Enter 2FA code, seelct CONFIRM
➡ ONLY AVAILABLE Licenses screen shows ⬅	➡Immediately after selecting available license, automatic connection to server ⬅	✅ Activation successful✅  select OK   The following, post activation steps should also present:
Select SCAN	3 issues (check)	Database update, scan & IE protection warnings:
IE activation: select NEXT	App scan completion screen	Grant browser access:
Accessibility permissions, select NEXT	KIS OFF	KIS, select toggle to turn ON
KIS permissions, select OK	Permissions applied, select DONE	✅ KIS activated ✅                      🤸

 

1. Somehow, (in the process you’re using) it appears as tho an incorrect selection is made🤔

[ZeroZeroSeven]

May I know is this issue solved? Or got another way to solve it? I'm getting the same issue here. I've followed all the step given but the issue still persist. License still keep sending like forever

[Flood and Flood's wife]

Hello @ZeroZeroSeven,

Welcome!

1. Which device has the KIS software been installed on: name, operating system & build?
2. Before installing KIS was a software compatibility check done? 
3. After KIS install, has a full shutdown - power off been done? 
4. If (you) log into the MyKaspersky account using a supported browser is the device showing as connected? - image1 below
5. In the MyKaspersky account, Licenses tab, does the device(s) show a tick☑ ? - image2 below.

Please let us know?

Thank you🙏

Flood🐳

Connected synced devices = green

☑ = License applied on synced device

 

[ZeroZeroSeven]

Hi, 1. Device name is Asus_ROG2, OS is android, build is Android10.

2. Yes, it is compatible.

3. The device is showing status unknown.

 

 

[Flood and Flood's wife]

Hello @ZeroZeroSeven, 

You’re welcome!

Thank you for the information & images👌

1. After KIS install, has a full shutdown - power off and restart been done? 
2. Open KIS app, select SIGN IN TO MY KASPERSKY - image3, please show images of all screens after entering your email & password?

Please post back?

Thank you🙏

Flood🐳

[ZeroZeroSeven]

Hi,

1. Before sending license, I didn't restart/power off my device. Then, I uninstall KIS - restart my device -install KIS - restart my device. But, when I open license in my Kaspersky website, it still show sending license.

 

2. 

 

[Flood and Flood's wife]

Hello @ZeroZeroSeven,

You’re welcome!

Please follow these steps:

1. Copy the Activation code and write it down. 
2. Power Android OFF and ON, connection to the MyKaspersky account at this stage is not required.
3. Open KIS app, select GET PREMIUM FEATURES - image1
4. Select I HAVE A LICENSE - image2
5. Select ENTER THE ACTIVATION CODE - image3
6. Type the activation code in the Enter the code here field - image4
7. Select NEXT - image4

 

 

➡ Please take an image of every screen as the steps are done and post back, including the outcome?🤔

Thank you🙏

Flood🐳

[ZeroZeroSeven]

Hi,

Below is the screenshot.

1. 

 

2. 

 

3. 

 

4. 

 

5. 

 

[Flood and Flood's wife]

Hello @ZeroZeroSeven,

You’re welcome!

Thank you for the images and information👌

• Technical Support need to reset the license for you. 
• The “Cannot activate premium version. limit of available activations has been reached” error has to be escalated to Kaspersky Technical Support, fill in the Activation & license issue → Exceeded the limit of activations template - see image. 

 

• After submitting the case, you’ll receive an automated email with an INC+12digits reference number, then, normally, within 5 business days, a Kaspersky Technical Support human will communicate with you, also by email, you may continue to engage with the Kaspersky Technical Team via email or by updating the INC in your MyKaspersky account.

Thank you🙏

Flood🐳

[ZeroZeroSeven]

Hi Flood,

New update. I've contacted Kaspersky lab support and they have detected this license has exceed the
activation limit of 10 times as there are more than 10 different computers try to activate using that license. I've contacted the seller and show proof from email. They sent me a new license code. Issue is solved. Thanks for your help.