This section covers the questions customers most frequently ask our Online Sales Department. Before contacting us directly for information, please take a moment to see if your question is listed below:
1. Customer Services
01. What information do I need to give to the Customer Support Team to get an answer ASAP?
02. My hard drive has crashed and I've lost everything. How can I recover the program?
2. Products & Services
03. I'm not sure which product is right for me. Can you help?
04. What is the difference between Kaspersky Anti-Virus 7.0 and Kaspersky Internet Security 7.0?
05. I can’t see my product in the list of available products on After The Trial \ Renew or Upgrade Your License Page. Where should I buy the product?
06. I like my current ( lower than 7.0 version) personal product. How can I extend the license?
07. The program has left me a reminder on my desktop saying that it will expire in a few days. It should have several more months to run. Why is the program expiring?
08. What is the Extended Download option for?
09. At the end of the trial period, I bought the license for a Kaspersky Lab product for home users. At the same time, I wanted to download a trial version of another product for home users from your company. Why was I asked for a license key after I downloaded the trial version?
10. Upgrade from Antivirus to Internet Security.
11. Upgrade to the newest version.
3. Prices & Discounts
12. Which methods of payment does Kaspersky Lab accept?
13. As a returning customer, I am entitled to a 30% discount. How do I claim it?
14. Where can I find prices in my currency?
15. Where I can purchase a multi-license package?
16. Where I can buy your products offline?
17. I like the products of Kaspersky Lab and often recommend them to my friends and colleagues. Can I earn money from this?
4. Ordering & Delivery
18. I paid for a product but I haven't received it. Why not?
19. I do not remember my User ID and Password, so I can't renew my license. What should I do?
20. How can I get an invoice after purchasing a Kaspersky Lab product over the Internet?
21. I have gone through the whole process of trying to purchase some of your software and the system will not let me buy it. What is the problem?
5. Key file activation
22. I have just renewed/bought a license package. How do I activate it?
1. Customer Services
01. What information do I need to give to the Customer Support Team to get an answer ASAP?
If you are experiencing difficulties with purchases, discounts or any other sales-related questions, please contact our sales@kaspersky.com and provide the following information:
- The source of your initial purchase (name of the website);
- Order number. You can find your order number (reference number) in the confirmation email that was sent to you after you bought the product;
- Your location
If you are experiencing any kinds of technical difficulties, please follow this link: http://support.kaspersky.com, which will provide you with information about technical support, or you can submit the request for assistance through this form: http://support.kaspersky.com/helpdesk and our experts from Technical Support will be happy to help you.
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02. My hard drive has crashed and I've lost everything. How can I recover the program?
Please send us a detailed description of the problem to sales@kaspersky.com together with the following information:
- The source of your initial purchase (name of the website);
- Your full name
- Your location
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2. Products and Services
03. I'm not sure which product is right for me. Can you help?
For Home Users: If you are not sure which product is most suitable for you, please read the information on this page: http://www.kaspersky.com/compare
For SMB Users: If you are not sure which product is most suitable for you, please visit this page: http://www.kaspersky.com/compare_business and click on icons to see what each product is intended for.
If you still need advice, contact our experts in sales@kaspersky.com who will be happy to help you.
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04. What is the difference between Kaspersky Anti-Virus 7.0 and Kaspersky Internet Security 7.0?
You can find a comparison of these products on the following page: http://www.kaspersky.com/compare
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05. I can’t see my product in the list of available products on After The Trial \ Renew or Upgrade Your License Page. Where should I buy the product?
Most likely you have a discontinued product, such as Kaspersky Anti-Virus Personal or Kaspersky Anti-Hacker.
If you are not sure which version you need to upgrade, please visit this page to compare products: http://www.kaspersky.com/compare
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06. I like my current ( lower than 7.0 version) personal product. How can I extend the license?
Unfortunately, you cannot renew your license for versions less than 7.0. However, you can upgrade to one of our new 7.0 products. If you are not sure which product you should upgrade to, please visit this page: http://www.kaspersky.com/compare
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07. The program has left me a reminder on my desktop saying that it will expire in a few days. It should have several more months to run. Why is the program expiring?
Check that the system time and date are correct on your PC. To check the date, simply double-click the clock in the bottom right corner of your screen. If the date and time are correct, please send us a detailed description of the problem you are experiencing to sales@kaspersky.com and provide the following information:
- The source of your initial purchase (name of the website);
- Order number. You can find your order number (reference number) in the confirmation email that was sent to you after you bought the product;
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08. What is the Extended Download option for?
Choose the Extended Download option if you are still within your validation period and you need to download the same version of the product again (for example, if you have a problem with your hard drive). You can refuse from purchasing the Extended Download option by unchecking it on the shopping cart page clicking the "update" button.
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09. At the end of the trial period, I bought the license for a Kaspersky Lab product for home users. At the same time, I wanted to download a trial version of another product for home users from your company. Why was I asked for a license key after I downloaded the trial version?
Using trial versions of Kaspersky Lab products for home users is allowed only once per computer.
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10.Upgrade from Antivirus to Internet Security.
Kaspersky Anti-Virus is not a version of Kaspersky Internet Security – it is a separate product. Therefore it is not possible to upgrade, you will need to purchase a license of Kaspersky Internet Security.
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11.Upgrade to the newest version.
Please use the following link to upgrade to the newest version.
http://www.kaspersky.com/upgrade
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3. Prices & Discounts
12. Which methods of payment does Kaspersky Lab accept?
You can pay by credit card: we accept Solo, Switch and Maestro (only if issued in the UK); by cheque, by cash prepayment or bank/wire transfer or PayPal.
Please bear in mind that if you pay by bank/wire transfer, it can take between 1 and 5 business days for us to receive the payment. If you do not receive an email confirming receipt of payment during this period, please contact us at sales@kaspersky.com.
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13. As a returning customer, I am entitled to a 30% discount. How do I claim it?
1. Open the program.
2. Go to the “Support” tab.
3. Click on the “License Renewal” link. The “Renew Your License” page will appear.
4. Choose the product you would like to buy and click on “Renew”. Because you are a returning customer, the product price will automatically be recalculated in “Your Cart” and you will receive a 30% discount.
Important! If the “License renewal” link is not available in your program because you are using a version lower than 5.0 or one of the Business Products, please contact sales@kaspersky.com. Please include the following information in your message: (1) your order number, (2) where you purchased the product and (3) your key file. You can find your key file by running Start>Search>Files or Folders and typing in *.key as the file name
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14. Where can I find prices in my currency?
1. Go to http://www.kaspersky.com/store
2. Select your country.
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15. Where I can purchase a multi-license package?
You can find additional information on discounts at: http://www.kaspersky.com/home_office
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16. Where I can purchase the product offline?
Please visit this page to see the list of our partners from which you can purchase a product offline: http://www.kaspersky.com/buyoffline
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17. I like the products of Kaspersky Lab and often recommend them to my friends and colleagues. Can I earn money from this?
If you have a website you can simply become an Affiliate Partner (no fee for registering required) and sell the products of Kaspersky labs from your website and earn the commission. Please visit this web-page to find more information: http://www.kaspersky.com/affiliate
Or you can send a request for information to Yulia.Zabolotnaya@kaspersky.com
Or you can send a request for information to Yulia.Zabolotnaya@kaspersky.com
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4. Ordering & Delivery
18. I paid for a product but I haven't received it. Why not?
Please check that you have received your confirmation email with a download link from Element5. If you have, you can download your product by clicking on the link.
If you have not received your confirmation email, please read the following information carefully. There are several reasons why you may not have received your confirmation email from Element5:
1. You indicated the wrong email address when ordering the product. You can send a request to sales@kaspersky.com to check the email address. Please, supply the correct email address together with your order number (if you have it), your full name and your location.
2. You paid by Bank Transfer. Please bear in mind that if you paid by Bank Transfer it can take between 1 and 5 working days for us to receive the payment. If you do not receive an email confirming receipt of payment during this period, please contact us sales@kaspersky.com
3. With some anti-spam programs, it is necessary that senders not in the contact list send a confirmation request. This is not possible with Element5, since all messages are sent automatically. If you are using such an antispam program, add this email to your contact list: notification-eng@element5.com
After you disable the program, send us a request to resend your download link. Please, indicate your Order Number (if you know it), your full name and where are you from.
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19. I do not remember my User ID and Password, so I can't renew my license. What should I do?
On the “Returning Customer/Reseller” page, the User ID and Password fields are not obligatory. Leave these two fields blank, fill in the other required fields on the page and click “Next”.
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20. How can I get an invoice after purchasing a Kaspersky Lab product over the Internet?
You will receive an Electronic Invoice by email after purchasing the product.
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21. I have gone through the whole process of trying to purchase some of your software and the system will not let me buy it. What is the problem?
If you do not indicate the country where you are from at the beginning of the order process, the system will not allow you to make a purchase. Please, select your country on this page: http://www.kaspersky.com/store.html to complete the process.
We apologize for any inconvenience.
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5. Program activation
22. I have just renewed/bought a license package. How do I activate it?
If you are a user of Kaspersky Anti-Virus 7.0 or Kaspersky Internet Security 7.0, you can find the instructions how to activate the program here: How to activate Kaspersky Anti-Virus 7.0\ Kaspersky Internet Security 7.0
If you are a user of products for SMB, please send a request for assistance to our Technical Support Team: http://support.kaspersky.com/helpdesk - our experts will be happy to help you.
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