VPN only allowing 'free' version despite having 'Plus' subscription - not synchronising - what do I do?

[1nvisib1e]

I am about to ask for a refund for my Kaspersky subscription if I can't get the VPN to work - this is the main reason I bought the subscription. The free version does not have the feature I need. What can I do please?

[Flood and Flood's wife]

1 hour ago, 1nvisib1e said:

I am about to ask for a refund for my Kaspersky subscription if I can't get the VPN to work - this is the main reason I bought the subscription. The free version does not have the feature I need. What can I do please?

Hello @1nvisib1e, 

Welcome!

1. Has the Kaspersky VPN *application* been signed into with the same email address that (you) use when the Plus subscription was purchased? 
2. On the  Kaspersky VPN *application* Profile page (you) should see that email address
3. In (your) MyKaspersky account, Subscriptions tab: https://my.kaspersky.com/MyLicenses#/portal/pages/licenses, after selecting the Plus subscription, scroll down & select Apps, check the VPN is showing there? 

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

Thank you🙏
Flood🐳+🐋

Edited December 27, 2024 by Flood and Flood's wife
added image: Kaspersky VPN, 1 user account

[1nvisib1e]

Hi, I am still having issues with this. I think it may be because I signed in using Apple ID button but maybe I didn't do that on both devices? I will keep trying. 

[Flood and Flood's wife]

19 minutes ago, 1nvisib1e said:

Hi, I am still having issues with this. I think it may be because I signed in using Apple ID button but maybe I didn't do that on both devices? I will keep trying. 

Hello @1nvisib1e,

Thank you for posting back & the update!

(You) need to sign into the VPN *application* with the *same* profile used to sign into (your) MyKaspersky account - that (you) used to *purchase* the subscription; which *email address* did (you) provide when (you) purchased the subscription? That's the information you need to use for this sign-in. 

Thank you🙏
Flood🐳+🐋