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FAQ for Personal Cabinet

This section contains frequently asked questions concerning the registration and managing Personal Cabinet and solutions to these questions.

1. Questions concerning registration in the Personal Cabinet and getting personal ID

01. Why do I need Personal Cabinet?

02. What do Customer ID and password mean?

03. How can I get Customer ID and Password?

04. I have forgotten my Customer ID \ password. What should I do?

2. Questions concerning the web-from HelpDesk and creating requests to Technical Support Service

05. How to create a request to Technical Support Service

06. Correspondence on demand with Technical Support service

3. Key file questions

07. What is a key file and how can I get it?

08. I have lost my key file. What should I do?

4. Activation code questions

09. What is activation code and where can I get it?

10. I have lost my activation code. What should I do?

5. Types of Kaspersky Lab’s users

11. What is a Home User?

12. Who are Business clients?

13. Who are Corporate clients?

 

1. Questions concerning registration in the Personal Cabinet and getting personal ID

01. Why do I need Personal Cabinet?

Personal Cabinet allows you:

  • creating requests to Kaspersky Lab Technical Support service,
  • tracking the created requests and their statuses in real-time,
  • answering the requests,
  • attaching new activation codes/ key files to the already existing Customer ID (you can use one Customer ID instead of several).

To logon and use your Personal Cabinet you need a login and password. You can get a login and a password when activating the purchased product version 7.0 or manually on the page: https://support.kaspersky.com/PersonalCabinet/Registration/

If you have already registered in the Personal Cabinet during the product activation, you can enter Your Personal Cabinet from the product interface by clicking the link Personal Cabinet:

InformationThis option is only available for users of Kaspersky Lab’s products version 7.0. Once the link is clicked the Internet Explorer opens irrespective the Internet browser installed and used by default on your computer. It is needed to transfer securely Your personal data via the Internet to Your Personal Cabinet page.

 

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02. What do Customer ID and password mean?

Customer ID is a personal identification number of the user which is required to enter the Personal Cabinet. The ID is unique for each user who has registered in Personal Cabinet.

Password is a unique password generated by the Kaspersky Lab’s server immediately after the user has registered in the Personal Cabinet. Both password and Customer ID are automatically e-mailed to the address given during the registration procedure.

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03. How can I get Customer ID and Password?



In order to get your Customer ID and Password, you need to register in the Personal Cabinet. You can do it the following way:



Register with product key file

If you register in the Personal Cabinet using the key file, the following standard mail is sent to your mail address:

Your personal Customer ID and password - necessary for login to Personal Cabinet - are given in the mail.



When registering in the Personal Cabinet using the product key file specify the path to the key file by clicking the Browse button. Do not enter the path manually from the keyboard!


Register with activation code

If you register in the Personal Cabinet using the activation code then on the last (third) step of the registration for your convinience you can get the key by email you specified during the registration:

 

After you click Get key by mail the following standard mail will be sent to an e-mail address specified during the registration procedure:

 

A zip archive is attached to the mail; this archive contains a key file for the Kaspersky Lab product you have purchased.

 

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04. I have forgotten my Customer ID\ password. What should I do?

If you have forgotten your Customer ID\password, do the following to restore it: 

  • Enter the Customer ID, if you have forgotten the password only, or enter your e-mail address, if you have forgotten your Customer ID or both Customer ID and password. 
  • Click the button Send password

Information Enter the e-mail address you indicated during the registration in the Personal Cabinet, otherwise the following message will be displayed:

Once you have followed the recommendations given above a message with your Customer ID and password necessary to login to the Personal Cabinet will be sent to the indicated e-mail address.

 

If you have not entered your email address during the activation or if both the email address and the password to it were lost, in order to restore your Customer ID and the password to it you should create a request to Technical Support Service. In a request type choose Key problem/ License expiration and on the next step give your activation code for the purchased Kaspersky Lab’s product. Your Customer ID and Password will be sent to the email-address which you have defined in the request.

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2. Questions concerning the web-from HelpDesk and creating requests to Technical Support Service

05. How to create a request to Technical Support Service

In order to create a request to Kaspersky Lab Technical Support, do the following: 

Step 1 out of 5

On this Step you should define the request type and the name of your Kaspersky Lab’s product. You can select one of the following request types: 

  • AV-bases Updates problem – select this request type if by some reason you fail to update the anti-virus databases\ threat signatures or an error occurs during the update process 
  • Virus disinfection - select this request type if a computer with the installed Kaspersky Labs’ product is infected by an unknown virus or by some reason the virus cannot be disinfected/ deleted. 
  • Suggestions for future version – select this request type if you have some suggestions for a future version of the Kaspersky Labs’ product you use. 
  • Key problem\ License expiration – select this request type if the key file/ activation code was lost, the physical medium with the key file is damaged or if you would like to prolong the license for your Kaspersky Lab’s product. 
  • Application problem – select this request type if the application malfunctions; or if other applications start malfunctioning (and such problems did not occur before installation of Kaspersky Lab’s product). 
  • Problems with Setup/Remove application – select this request type if errors occur during the setup/remove of Kaspersky Lab’s product, or the setup/remove process runs incorrectly. 
  • Pre-sale question - select this request type if you would like to purchase Kaspersky Lab’s product. 
  • General question - select this request type if the question you would like to ask, does not refer to any described request type. 

Choose the necessary request type, Kaspersky Lab’s product you use and click Next.

 

Information In the Fig. request type is Key problem\ License expiration, product is Kaspersky Anti-Virus 6.x.

 

 

Step 2 out of 5

On this step you should enter your Customer ID and Password to the ID. Next type the numbers displayed in the field.

Customer ID is a personal charset of 10 symbols which is sent to a customer via e-mail once the customer has registered in the Personal Cabinet.

Password is a charset which is sent to the customer together with the Customer ID in order to authorize the customer in the Personal Cabinet.

 

Information For request types Suggestions for future version, Key problem\ License expiration and Pre-sale question on Step 2 out of 5 the option Skip the Step “Customer ID” is available. This option allows not entering Customer ID and Password if the key file\activation code has been lost or the product has not bee purchased yet, and thus registering in the Personal Cabinet is impossible.

Warning Requests that do not correspond by their content to the request type will not be processed by Kaspersky Lab’s experts!

Enter the necessary data and click Next.

Step 3 out of 5

On this step you should fill in the necessary fields and enter the following data: 

  • Detailed request description – describe your problems in all the details. Mandatory field. 
  • e-mail address – give your e-mail address for further correspondence with the Kaspersky Labs’ experts after the request is sent. Mandatory field.
  • Country – define your country. Mandatory field. 
  • City – define the city where you live. Not mandatory field. 
  • Company – give the company under whose name the license for Kaspersky Lab’s product(s) was purchased. Not mandatory field.

You can also upload files on the Kaspersky Lab’s server by clicking the buttons via Web-form or by FTP. Use this option if you have the files which would help to resolve the question problems. For example, if an activation code was lost, but you have the copy of the cash-memo verifying that the license has been paid in digital form, the copy should be uploaded on the server.

Information Via Web-form you can upload a file with a maximum size of 2MB. If you have a file of a larger volume it should be uploaded by FTP. You can get the FTP link for your request by providing a number of your request in the following line ftp://beta.kaspersky-labs.com/ <request number>

 

Fill in the necessary fields and click Next.

Step 4 out of 5

On this step you should define your operating system and the full version number of your Kaspersky Lab’s product.

In the section Upload GetSystemInfo report you can create and send report of the GetSystemInfo utility. This utility creates and saves a detailed report about your computer to a file. This report is needed by Kaspersky Lab Technical Support experts for most request types: 

  • open the page in the Knowledge Base with the detailed description of work of the GetSystemInfo utility by the link: http://support.kaspersky.com/faq/?qid=193238548
  • generate the utility report on your PC 
  • click the buttons via Web-form or by FTP and upload the utility report on the Kaspersky Lab’s server

 

Fill in all necessary fields and click Next

Step 5 out of 5

On this step you should check the data you have entered. Click the Back button if you wish to correct\add the given information. Click the button Submit request if all entered data are correct.

Once the request is submitted, your request number is displayed. All further contacts with the Technical Support expert will be made via e-mail on the address you have given when filling in the request or via the Personal Cabinet if you have already registered in the Personal Cabinet and entered your Customer ID and Password when filling in the web-form HelpDesk.

 

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06. Correspondence on demand with Technical Support service

Once you have sent a request to Technical Support service, you can correspond with Kaspersky Lab’s experts:

Users who have purchased the following Kaspersky Lab products are called Home Users: 

    • Kaspersky Anti-Virus 6.0-2010
    • Kaspersky Internet Security 6.0-2010
    • Kaspersky Anti-Virus 5.0 Personal 
    • Kaspersky Anti-Virus 5.0 Personal Pro 
    • Kaspersky Personal Security Suite 
    • Kaspersky Anti-Hacker 1.7-1.9
    • Kaspersky Security 5.5 for PDA 
    • Kaspersky Anti-Virus 6.0 Mobile
    • Kaspersky Mobile Security 7.0
    • Kaspersky Mobile Security 8.0

According to the Kaspersky Lab license agreement the above mentioned products have been developed for home use only. No matter how many licenses of a product you purchase – for example, 20 licenses for Kaspersky Anti-Virus 6.0/7.0/2009/2010 - you still remain a Kaspersky Lab Home User.

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Business clients are companies having 1 to 499 licenses for Kaspersky Lab corporate products.

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Corporate clients are companies having 500 or more licenses for Kaspersky Lab corporate products.

InformationIt takes some more time for corporate users to get their Customer ID in the Personal Cabinet as Customer ID is set up for each corporate client (user) personally.

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