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"sending license" taking forever [mobile]


vooke
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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?

 

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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

 

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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 codeor 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🙏

 

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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

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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🤔
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  • 5 months later...

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

 

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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🐳

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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🐳

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Hello @ZeroZeroSeven,

You’re welcome!

Thank you for the images and information👌

 

 

  • 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🐳

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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.

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