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Subscription is blocked and Kaspersky not functioning, license still active.

Melmerby

By Melmerby
in Kaspersky: Basic, Standard, Plus, Premium

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Melmerby

Melmerby

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Posted (edited)

Hi all

I cannot get Kaspersky Premium to run as when I click on the icon to run it I get a page with the message that the subscription is blocked, however in "My Kaspersky" it is showing the license is still active with 235 days remaining and all 5 devices linked.

I first noticed this yesterday when I tried logging on to my bank and it wouldn't because "Safe Money" couldn't run. That's when I clicked on the Icon to go to the settings.

I can't find anything pertaining to this after a quick search.

Any suggestions?

Cheers

Keith

Windows 10 all up to date

Edited by Melmerby
Melmerby

Melmerby

Posted
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Posted

BTW, this is only on the one PC, the others seem to be OK

(All are Win10/11)

Flood and Flood's wife

Flood and Flood's wife

Posted
Posted (edited)
2 hours ago, Melmerby said:

I cannot get Kaspersky Premium to run as when I click on the icon to run it I get a page with the message that the subscription is blocked, however in "My Kaspersky" it is showing the license is still active with 235 days remaining and all 5 devices linked.

I first noticed this yesterday when I tried logging on to my bank and it wouldn't because "Safe Money" couldn't run. That's when I clicked on the Icon to go to the settings.

Windows 10 all up to date

1 hour ago, Melmerby said:

BTW, this is only on the one PC, the others seem to be OK

(All are Win10/11)

Hello @Melmerby, Keith,

Welcome!

*Please confirm, the message is: subscription is blocked OR key is blocked?*

Please do the following, in the order as shown below:

  1. In (your) MyKaspersky account, go to: https://my.kaspersky.com/MyDevices#/portal/pages/devices, find the device that *matches* the device with the message that the subscription is blocked, disconnect that device:                                                                                                                                                                image.thumb.png.aaf3cdc837add73673ec30c633c50da8.png
  2. Open Kaspersky Premium application, click on (your) email address (A), in the Profile page, select the Disconnect icon(B), select Delete to confirm the action(C) -> this will sign (you) out of the Kaspersky Premium GUI                                                                                                                                 image.thumb.png.8124870ed5d3e6f9aee949b0549ec4b7.png 
  3. Shutdown the PC using *Shutdown*, not Restart, power ON by pressing the power button, login.
  4. *Sign-into* the Kaspersky Premium application - with the same email address (you) use to sign into (your) MyKaspersky account. 
  5. Check if the issue is resolved, IF 'no', please log a request with Kaspersky Customer Service, https://support.kaspersky.com/b2c#contacts - select either Email or Chat, then fill in the template as shown; include a *detailed history*. 
  • *Also* -> IF using Chat - *before* ending the chat -> ask the operator to email (you) a copy of the chat transcript - otherwise (you'll) have no record of the chat*    image.thumb.png.2a3c285072079ac7cfdd99277bd39ce1.png

Please share the outcome with the Community, when it's available?                 

Thank you🙏
Flood🐳+🐋

Edited by Flood and Flood's wife
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Melmerby

Melmerby

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Hi Flood

Thank you for your answer. It was "Subscription is blocked" for the PC I was logging in on.

However since my original post I had decided to do a new clean install but Windows said it couldn't uninstall because there was nothing to uninstall, even though there was an icon and I could open the program with it.☹️

After a bit of searching online, I came across the Kaspersky uninstall app. So I loaded and ran that. It claimed it had completely removed Kaspersky. After it had finished I turned off the PC for a while and later installed a brand new download from the website.

When I ran it, it said that Kaspersky Premium was already installed (don't understand that bit!) and it will be uninstalled before the new one was installed, which went ahead smoothly, such that I can now report it is all working correctly again.

Keith

  • Thanks 1
Colin B

Colin B

Posted
Posted

I had the same initial problem happen today and about a fortnight ago.

I went to My Kaspersky and found my subscription was blocked but no explanation as to why.

I re-ran the installation from a downloaded copy and this appeared to have solved the problem but I am concerned that it may happen again and wish I understood what caused the failure.

 

Flood and Flood's wife

Flood and Flood's wife

Posted
Posted
4 hours ago, Colin B said:

I had the same initial problem happen today and about a fortnight ago.

I went to My Kaspersky and found my subscription was blocked but no explanation as to why.

I re-ran the installation from a downloaded copy and this appeared to have solved the problem but I am concerned that it may happen again and wish I understood what caused the failure.

Hello @Colin B, 

Welcome back!

  1. Kaspersky support *may* be able to look at (your) account/subscription & determine what the issue *was* altho -  it's probably a long shot -> log a request with Kaspersky Customer Service, https://support.kaspersky.com/b2c#contacts - select either Email or Chat, include a *detailed history*. 
  • *Also* -> IF using Chat - *before* ending the chat -> ask the operator to email (you) a copy of the chat transcript - otherwise (you'll) have no record of the chat*    

Thank you🙏
Flood🐳+🐋

  • Like 1

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