Unable to get U.S. support

[AndyTampa]

I'm suddenly having an issue accessing my VPN in the U.S. I know that the U.S. banned the sale of Kaspersky in the U.S. but I had already paid for 3 years on 5 devices.

I would use the VPN to connect and get database updates, but now neither my android phone nor my windows 11 laptop will connect to VPN. Both say I don't have a subscription, but it comes with the Kaspersky Plus. Even my account page says it's unlimited and active. I've gone to the support page and filled out the form a week ago and gotten no response. I went today to Live Chat and am put into the AI chat that directs me to Live chat, Phone, and Email support. All three make me fill out a form but none take me to support. 

Has Kaspersky stopped support for existing customers? Is there any way to actually get support?

[Schulte]

Hello @AndyTampa, welcome.

There has been an update to the VPN. To use the new version, you must accept the revised terms of service. Have you reconnected your VPN to your ‘My Kaspersky’ account (your screenshot #2 ‘I have a subscription’)?

[AndyTampa]

My screenshot #1 shows the VPN is active and unlimited. But the TOS isn't the problem. My entitlement is on the account but is broken. I realize this isn't a support forum. I'm just trying to find out if they stopped support for us U.S. customers.

[K0908]

Same

[K0908]

Same

It was unavailable for a few days, then today it says free version is no longer provided? 

I am currently using TotalVPN, but kaspersky VPN is the only vpn that works with local chinese sim card. 

[Flood and Flood's wife]

On 4/12/2026 at 6:48 AM, AndyTampa said:

My screenshot #1 shows the VPN is active and unlimited. But the TOS isn't the problem. My entitlement is on the account but is broken. I realize this isn't a support forum. I'm just trying to find out if they stopped support for us U.S. customers.

On 4/12/2026 at 10:57 AM, K0908 said:

Same

It was unavailable for a few days, then today it says free version is no longer provided? 

I am currently using TotalVPN, but Kaspersky VPN is the only vpn that works with local Chinese sim card. 

Hello @AndyTampa & @K0908, 

Welcome & welcome back!

1. Also, post ban -> the reason Kaspersky subscribers could still use Kaspersky's VPN was bc the provider was Pango & Pango are offshore to the US. Because Kaspersky has recently transitioned to a *new* VPN provider (from Pango to PureVPN)- it's necessary to *accept* the TOS for the VPN to work according to PureVPN's requirements. 
2. There's no US support available (since the ban mid 2024), it's necessary to make requests via the Global Kaspersky Customer Service (KSC) portal: https://support.kaspersky.com/b2c/global#contacts, select EMAIL, fill in the template - provide as much detail / history as possible. *Do NOT use the AI/BOT to submit the case!*; after submitting the requesting (you'll) receive an automated-email-reply with a incident-reference-number - the INC is prefixed with INC0000 - then - normally within 5 business days - a Kaspersky *human* will follow-up, also by email, continue to engage with KSC until the issue/s are resolved. VERY IMPORTANT: Do NOT submit the case as Kaspersky PLUS bc that's not supported in the US, use Kaspersky VPN Secure Connection for Windows template. IF after 5days you've not had a response from a Kaspersky human, please send the incident-reference to us in a private-message                                                                                                                                        
3. Kaspersky Free VPN has been discontinued in almost *all* countries it was distributed to across the globe. 
4.  On this page: https://www.kaspersky.com/downloads#update-product - there's an option to install a Free Trial of Kaspersky VPN Secure Connection - would that help temporarily @K0908 - while you get things sorted out? 
5. *Finally* IF *any* Kaspersky support staff tell you Kaspersky VPN is NOT supported in the US - tell them to: (1) get trained & (2) ask for the case to be escalated to their manager -> the reason Kaspersky uses offshore-VPN-providers is to be able to provide services to markets such as the US. 

Thank you🙏
Flood🐳+🐋

Edited April 21 by Flood and Flood's wife
Added INC template

[AndyTampa]

The Global Support link you provided doesn't work. It keeps trying to redirect me to the US page https://support.kaspersky.com/us/b2c/global#contacts that also doesn't work. The support pages all go to a single form that I can submit, but I get no confirmation in my email. 

The US ban was only on sales. Current subscribers are not banned from using what they already own, so the support we pay for should still be available. I wouldn't mind getting even an ignorant support person if I at least can get to a human.

[Flood and Flood's wife]

46 minutes ago, AndyTampa said:

The Global Support link you provided doesn't work. It keeps trying to redirect me to the US page https://support.kaspersky.com/us/b2c/global#contacts that also doesn't work. The support pages all go to a single form that I can submit, but I get no confirmation in my email. 

The US ban was only on sales. Current subscribers are not banned from using what they already own, so the support we pay for should still be available. I wouldn't mind getting even an ignorant support person if I at least can get to a human.

Hello @AndyTampa, 

Thank you for posting back!

1. There is no longer *any* US based support. You as a subscriber still are entitled to support for the subscription you have.
2. The reason we've advised (you) to fill in the template as VPN is bc the issue is abt VPN - keep it simple for support.
3. With the *Global* KSC support link - is a VPN being used - IF 'no' please try with a VPN - so (your) point of origin is outside of the US - please post back the outcome? 
4. Re the BAN - please read carefully: Guide on Kaspersky software availability in the United States.
5. See the following images as the template to follow to successfully submit the request:     

Thank you🙏
Flood🐳+🐋

Edited April 12 by Flood and Flood's wife
Added images - You as a subscriber still are entitled to support for the subscription you have.

[AndyTampa]

Before you posted, I had already VPN'd to Great Britain and went to the support page for that location. I did get a confirmation number and an email response. They said they get to it as soon as possible. Having to find a free VPN to use for database updates kind of solved the problem until the subscription expires in August. BitDefender and Eset both have VPNs included as well. I'm not sure which one to go with. The USA being able to control VPN access points is a potential issue, especially given there is no avenue for help when you pay for multiple years up-front and the government just declares you're SOL.

Edited April 12 by AndyTampa

[AndyTampa]

Kaspersky support is telling me that my VPN is no longer activateable and stopped responding because they recognize my purchase was from their US store and wouldn't even discuss anything until I gave them my IP. They have used that to declare that my software went into limited functionality, which it did not. They are violating the purchase contract and it's not from the US government, so there is no exception that allows them to do that. They have made a decision to stop supporting the products sold to US customers. Do you think this is enough to get a refund of my purchase from my credit card company?

 

[Flood and Flood's wife]

1 hour ago, AndyTampa said:

Kaspersky support is telling me that my VPN is no longer activatable and stopped responding because they recognize my purchase was from their US store and wouldn't even discuss anything until I gave them my IP. They have used that to declare that my software went into limited functionality, which it did not. They are violating the purchase contract and it's not from the US government, so there is no exception that allows them to do that. They have made a decision to stop supporting the products sold to US customers.

1. Do you think this is enough to get a refund of my purchase from my credit card company?

 

Hello @AndyTampa, 

Thank you for posting back & the information! 

1. Unfortunately it's not a question we feel confident answering - you could try, what have you got to loose? 
2. We don't understand support's use of the term 'limited-functionality' in the context of *your* PLUS / VPN PREMIUM subscription - Kaspersky *clearly* advise: "All licenses will keep functioning until their original expiration date." The Kaspersky VPN did NOT become *limited* bc Kaspersky WERE using Pango - an OFFSHORE-to-US-provider & just recently Kaspersky switched to PureVPN - another OFFSHORE-to-US-provider -> that enabled Kaspersky to be able to continue to offer VPN PREMIUM services to the US subscriber market..... AND - the reason Kaspersky's VPN is not listed in: Guide on Kaspersky software availability in the United States - as an impacted service is because it was & is provisioned OFFSHORE. 
3. The subscription (you) had / have is Kaspersky Plus - which *includes* Kaspersky VPN Premium. 
4. When the US BAN came into being: Sept 2024 - Kaspersky transitioned US based subscribers to UltraAV.
5. UltraAV includes Premium VPN. 
6. Kaspersky advised subscribers that by offering the alternative service they were meeting their contractual obligations. 

Thank you🙏
Flood🐳+🐋

Edited April 21 by Flood and Flood's wife
We don't understand support's use of the term 'limited-functionality' in the context of *your* PLUS / VPN PREMIUM subscription - Kaspersky *clearly* advise: "All licenses will keep functioning until their original expiration date." The Kaspersky VPN did N

[AndyTampa]

Okay. This is the second try to post this. The first submission simply erased itself.

I'm still arguing with Kaspersky. They keep trying to tell me that the limited functionality is in compliance with the law and I keep telling them they are lying. The US ban did not and cannot dictate corporation policy for a company in another country. Their decision is solely a corporate decision. But my argument has not changed. They said that they tagged my account to be replaced with Ultra AV. I told them not to load that open source software to my computer without my permission. To do so only proves the untrustworthiness of Kaspersky software. My argument with them now is simply to prevent that tag. I can use a free VPN to get database updates for now. The last email from them said they were sending my issue up to level 1 support. I suppose they are just better liars.

I'm currently shopping a better and more trustworthy solution so I can end this misery.

[AndyTampa]

YAY!! After weeks of telling them I didn't want Ultra AV, they gave in and gave me a new activation code that I used to re-activate both the A/V and the VPN. The scary part was starting my computer and being advised by MS Defender that my subscription had expired, which was months early. I was so upset. I went to my account and found that my subscription had been revoked....

I went to my email to see if they had warned me. I found the email that provided a new activation code but that was pretty much it. They never mentioned the revocation and they didn't mention instructions of how to add the new code and get both devices working. I don't know how I got them working. The Android phone was the hardest. I couldn't get the VPN working. I had to use Winscribe VPN Free to log into My Kaspersky account and activate the VPN that way.

I still need to find new AV but now I have a little more time to do it. Did I say YAY?  YAY!!!!