I’ve visited https://support.kaspersky.com/ several times to submit an issue, but I cannot access the support chat. I also tried sending an email, but I received no confirmation at all—not even a simple “your message has been sent.”

I’ve gone through all the available support links, but none of them work. I also attempted to upload an attached report file (less than 10 MB), but the upload always fails with an error.

Can someone please clarify what’s happening? Is there an email address to contact the support directly?!

 

2 hours ago, Toriatama said:

I’ve visited https://support.kaspersky.com/ several times to submit an issue, but I cannot access the support chat. I also tried sending an email, but I received no confirmation at all—not even a simple “your message has been sent.”

I’ve gone through all the available support links, but none of them work. I also attempted to upload an attached report file (less than 10 MB), but the upload always fails with an error.

Can someone please clarify what’s happening? Is there an email address to contact the support directly?!

 

Hello @Toriatama, 

Welcome back!

Go to Kaspersky Customer Service, https://support.kaspersky.com/b2c#contacts -> select Email, then fill in the templates as shown, select (your) Kaspersky application from the drop-down-list (A) & your Windows OS (B) -> include a *detailed history*; IF (you) are unable to *upload* files via the Kaspersky portal use a secure cloud service, create a share link & post the share link to the Kaspersky Customer Service team OR wait for Kaspersky Customer Service to contact (you) & tell them (you) have files to share with them, they will assist:                 

Thank you🙏
Flood🐳+🐋

Edited August 25, 20251 yr by Flood and Flood's wife
Added second template

Thank you for your response. The steps you outlined are exactly what I’ve tried, but they haven’t worked. Specifically:

1. I’m unable to upload a file, as I receive an error message each time at the end of the upload.
2. After submitting my issue (without an attached file), I receive no response or confirmation, and my posts are ignored.

I’ve found a temporary workaround by using a VPN to connect to the Kaspersky website from Europe (Germany), which worked successfully (also for attached files), and I got an automatic response. This issue appears to affect only the US website, as far as I can tell.

 

8 minutes ago, Toriatama said:

Thank you for your response. The steps you outlined are exactly what I’ve tried, but they haven’t worked. Specifically:

• I’m unable to upload a file, as I receive an error message each time at the end of the upload.
• After submitting my issue (without an attached file), I receive no response or confirmation, and my posts are ignored.

I’ve found a temporary workaround by using a VPN to connect to the Kaspersky website from Europe (Germany), which worked successfully (also for attached files), and I got an automatic response. This issue appears to affect only the US website, as far as I can tell.

Hello @Toriatama, 

Thank you for posting back & the information! 

1. Are (you) physically located in the US?   Read: Guide on Kaspersky software availability in the United States. 
2. For support use: https://support.kaspersky.com/b2c/global#contacts.

Thank you🙏
Flood🐳+🐋

I am not located in the US but in China, where I constantly use a VPN due to many websites being blocked by the Chinese Great Firewall. My VPN is typically connected to US servers. I was finally able to upload my report on  https://support.kaspersky.com by switching to the French-language version of the website and changing my VPN server to a European one. It appears that this issue affects only the US version of the website.