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Unable to cancel Auto Renewal

Tonyk

By Tonyk
in My Kaspersky

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Tonyk

Tonyk

Posted
Posted

I have decided I do not want to auto renew my subscription to Internet Security. I am unable to delete payment details using the info supplied. I have email Support 3 times with the request my payment details are removed, to which there has been no confirmation this has been done.  Despite giving suffiecient warning it is showing on my account as payment pending.  I seem to be being ignored.  Help appreciated.

Flood and Flood's wife

Flood and Flood's wife

Posted
Posted
6 hours ago, Tonyk said:

I have decided I do not want to auto renew my subscription to Internet Security.

I am unable to delete payment details using the info supplied.

  1. I have email Support 3 times with the request my payment details are removed, to which there has been no confirmation this has been done.  Despite giving sufficient warning it is showing on my account as payment pending.  I seem to be being ignored.  Help appreciated.

Hello @Tonyk, 

Welcome!

  1. Please advise, have you received an automated email response with an incident reference number beginning with INC000*, IF 'yes', may we know the reference number please? 

Please post back? 

Thank you?
Flood?+?

  • 1 month later...
Nicksiminson

Nicksiminson

Posted
Posted

Hi did you you manage to cancel auto renew I am trying to do the same and it takes me around in circles, Nick.

 

Flood and Flood's wife

Flood and Flood's wife

Posted
Posted (edited)
1 hour ago, Nicksiminson said:

Hi did you you manage to cancel auto renew I am trying to do the same and it takes me around in circles, Nick.

 

Hello @Nicksiminson, 

Welcome!

Go to: https://support.kaspersky.com/b2c#contacts - select either Chat or Email, fill in Order and payment issues, How to stop/cancel automatic renewal? -> follow the template below as a guide, if (your) software is different, fill in the correct software; it's important to provide the email address (you) used when (you) purchased the software, the correct name of the software, the date of purchase, the site where the software was purchased, the Order number - if (you) have it; Invoice number - if (you) have it & Bank receipt number - if (you) have it. 

After submitting the request to support - you will receive an automated email - with an Incident request number - beginning with INC0000*, then it may take up to 5 to 7 business days for the request to be processed. 

IF there's any issues, please post back detailing the problem & include the Incident request number? 

Thank you?
Flood?+?

image.thumb.jpeg.b916784fd46c283be0b092caeb260962.jpeg

Edited by Flood and Flood's wife
Corrected INC format
  • 6 months later...
mona1958

mona1958

Posted
Posted

This is incredible. I love the service but if I finally manage to stop auto renewal, I will never take a new Kaspersky membership. Make you go round and round. Cannot stop auto renewal. They do it on purpose to discourage you from stopping autorenewal.

Flood and Flood's wife

Flood and Flood's wife

Posted
Posted (edited)
28 minutes ago, mona1958 said:

This is incredible. I love the service but if I finally manage to stop auto renewal, I will never take a new Kaspersky membership. Make you go round and round. Cannot stop auto renewal. They do it on purpose to discourage you from stopping autorenewal.

Hello @mona1958, 

Welcome!

Agreed, (ioo) stopping auto-renewal is a PIA. 

The easiest way is to go directly to Kaspersky Customer Service, as follows: go to https://support.kaspersky.com/b2c#contacts - select Email OR Chat-> then select Order and payment issues, How to stop/cancel automatic renewal? as in the following image - IF (your) software is different, fill in the software (you) have:image.thumb.jpeg.78a06197b64da98c3f3b25cb2f355831.jpeg

It's important to provide the email address (you) used when (you) purchased the software, the correct name of the software, the date of purchase & the Order number - if (you) have it.

After submitting the request to Kaspersky Customer Service - you will receive an automated email - with an Incident request number - beginning with INC0000*, then it may take up to 5 to 7 business days for the request to be processed. 

Kaspersky's documentation for the process is: What to do if you couldn't cancel auto-renewal of your license.

💥IF there's any issues, please post back - explaining the problem & include the Incident request number? 

Thank you🙏
Flood🐳+🐋

Edited by Flood and Flood's wife
grammar😌
  • 8 months later...
suebee

suebee

Posted
Posted

Hi Flood,
I followed your instructions above and filled out the Kaspersky form (see attached) clearly selecting "How to stop/cancel auto renewal".  I also gave them my original order number and purchase date. The auto reply email I received from Kaspersky was labeled " Lost Activation code".

Using the Kaspersky links to the Digital River page to "find my order" I was able to see my order, however there was no "cancel" button to select as shown on Kaspersky cancelation guide. When I tried to get into my Digital River account, it just said incorrect email/password.  I also tried resetting the password and never received and email to reset. It's been over 24 hours. 

Then I tried emailtoKaspresky.thumb.png.29beda6f03c2b9359bd3cb8d04242adc.pngs customer support chat.   The operator told me that because of the US government issue with Kaspersky, Digital River will not auto renew the subscription. I am having trouble believe that statement.

I've been trying to resolve this for 2 days and feel like I'm at a dead end again. My auto renewal is in Sept so I'm trying to get ahead of this. Any help with this issue would be greatly appreciated.

 

  • Thanks 1
suebee

suebee

Posted
Posted

Also found this...

KaspreskyStatement.thumb.png.222c03240ae59bae151740715e65a8be.png

but it does not say if Digital River will cancel their auto renewal charges. Of course my renewal date is 2 weeks before the ban. 

  • Thanks 1
Flood and Flood's wife

Flood and Flood's wife

Posted
Posted (edited)
6 hours ago, suebee said:

I followed your instructions above and filled out the Kaspersky form (see attached) clearly selecting "How to stop/cancel auto renewal".  I also gave them my original order number and purchase date. 

(1) The auto reply email I received from Kaspersky was labeled " Lost Activation code".

(2) Using the Kaspersky links to the Digital River page to "find my order" I was able to see my order, however there was no "cancel" button to select as shown on Kaspersky cancelation guide. 
When I tried to get into my Digital River account, it just said incorrect email/password.  
I also tried resetting the password and never received and email to reset. 
It's been over 24 hours. 

(3) Then I tried customer support chat.   
The operator told me that because of the US government issue with Kaspersky, Digital River will not auto renew the subscription. 
I am having trouble believe that statement.

I've been trying to resolve this for 2 days and feel like I'm at a dead end again. 
My auto renewal is in Sept so I'm trying to get ahead of this. Any help with this issue would be greatly appreciated.

(4) Also found this... Subscriptions and automatic renewal: but it does not say if Digital River will cancel their auto renewal charges. Of course my renewal date is 2 weeks before the ban. 

Hello @suebee, 

Thank you for posting & the detailed information! We can see you've done everything within your power to get this sorted!

Even tho we have no association with Kaspersky whatsoever - we apologise - nothing should be this hard - (ioo) it's bl*ody shocking. 

  1. Kaspersky's *automated INC email* responses😬
  2. Unable to access Digital River - we gave up trying years ago - we go straight to Kaspersky *but* on the few occasions we *could* sign in, the email address we had to use was *not* the same as the email address we use to sign into (our) MyKaspersky account - but really - don't waste (your) time with DR - Kaspersky will fix cancelling the automatic renewal as soon as they wake up & read the incident details. 
  3. The Kaspersky chat operator - at the point that they said: "because of the US government issue with Kaspersky, Digital River will not auto renew the subscription" they *should* have continued, "but don't worry, I can help you, I'll cancel it for you right now" & gone ahead & done that - it's that simple. 
  4. Subscriptions and automatic renewal - at this point in time Kaspersky have not provided any information beyond what's been published - there's nothing available to the level of detail you speak of, equally DR have also not, however, we would not expect DR to bc it's not their responsibility.  

How to move forward so that cancelling the auto-renewal can be processed now & you can get on with the rest of your life:

***Reply to the auto-incident-email, keep the incident number in the Subject line, *remove* "Lost Activation code" & replace those words with CANCEL AUTO RENEWAL! And - in the text of the email - tell the automated-idiot-robot-AI - the issue is - you need to cancel auto-renewal:

Provide (again)😩

  • Original order number.
  • Purchase date.
  • Email used when subscription was purchased.
  • Activation code. 

****IF per chance the auto-reply-wrongly-classified "Lost Activation code" incident has *already* been closed, go back to chat & TELL the operator to cancel the auto-renewal - N O W!

IF he/she/they/them/us or 'it' tells you anything other than "It's done" tell them YOU don't care - YOU want Kaspersky to cancel it *right N O W* & stay on chat (with them) - until they've done it - end-of-story****

Please share the outcome with the Community, when it's available? 
Thank you🙏
Flood🐳+🐋

Edited by Flood and Flood's wife
pn
  • Like 1
suebee

suebee

Posted
Posted

Hi Flood,

Thank you for the helpful data.

I responded to the auto-incident-email and changed the subject line to "CANCEL AUTO RENEWAL"

I also included:

  1. my original email when purchased
  2. the original order number
  3. the original purchase date
  4. the activation code
  5. the last renewal date
  6. the last renewal purchase order
  7. my license key

I'll let you know when/if they respond.

Thank You!

  • Thanks 1
suebee

suebee

Posted
Posted

Hi Flood,

Great news! They replied to the email...

Dear customer,
Hello,
Thank you for reaching out to us.
Your auto-renewal for order xxxxx has already been canceled. No further charges will occur.
Rest assured, this email will serve as a confirmation email that the automatic billing for your subscription xxxxx has been stopped.

Thank you and have a great day.

 

This is great news! Thank you so much for your help!

  • Thanks 1
Flood and Flood's wife

Flood and Flood's wife

Posted
Posted
51 minutes ago, suebee said:

Hi Flood,

Great news! They replied to the email...

Dear customer,
Hello,
Thank you for reaching out to us.
Your auto-renewal for order xxxxx has already been canceled. No further charges will occur.
Rest assured, this email will serve as a confirmation email that the automatic billing for your subscription xxxxx has been stopped.

Thank you and have a great day.

This is great news! Thank you so much for your help!

Hello @suebee, 

You're most welcome!

Excellent & well done - it is indeed great news! We're delighted to read it!

Thank you for taking the time to share it with the Community!

Best regards, 

Thank you🙏
Flood🐳+🐋

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