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This section contains frequently asked questions concerning the registration and managing Personal Cabinet and solutions to these questions.
1. Questions concerning to 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 to 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:
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 This 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, and register in the Personal Cabinet. You can do it the following way:
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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:
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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 choose the way how to get the key:
- Download key
- Get key by email
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If you choose the first variant (Download key), you are suggested to save a zip archive on your computer. This archive contains the key file for the Kaspersky Lab product you have purchased and a text file named CustomerInfo.txt, with the data about a personal customer ID and a password necessary to login to Personal Cabinet.
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If you click Get key by mail then the following standard mail is sent to an e-mail address defined during the registration procedure:
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A zip archive is attached to the mail; this archive contains a key file for the Kaspersky Lab product you have purchased and a text file named CustomerInfo.txt, with the data about a personal customer ID and a password necessary to login to Personal Cabinet.
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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:
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- 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
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Enter the e-mail address you indicated during the registration in the Personal Cabinet, otherwise the following message will be displayed:
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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.
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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:
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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:
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- 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.
In the Fig. request type is Key problem\ License expiration, product is Kaspersky Anti-Virus 6.x.
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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.
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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.
 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.
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>
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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
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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.
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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:
- via Your Personal Cabinet in the Your requests menu
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- via email, on the address you have defined during the registration in Personal Cabinet
When answering Kaspersky Lab’s experts via e-mail DO NOT CHANGE the subject of the message. Otherwise the correspondence will be lost.
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3. Key file questions
07. What is a key file and how can I get it?
A key file is your personal “key”. It keeps all Kaspersky Anti-Virus service information, such as:
- Distributor's coordinates (the name of the firm and its contact information)
- Support information (who and where provides it)
- The date of the key release
- License name and number
- Components functionality table
- License validity
A key file is a file with the extension .key whose name consists of 8 symbols (numbers and letters)..gif)
For Kaspersky Anti-Virus 5.0 Personal, Kaspersky Anti-Virus 5.0 Personal Pro, Kaspersky Anti-Hacker 1.8 – 1.9 a key file is saved on a floppy disc if a product is purchased as a box version or is mailed to you to the given e-mail address if you have purchased a product in Online-Store.
In order to get a key file for Kaspersky Anti-Virus 6.0 and Kaspersky Internet Security 6.0 use the activation code which will help you to download a key file from the Kaspersky Lab Online Activation center: https://activation.kaspersky.com/en/
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08. I have lost my key file. What should I do?
When purchasing Kaspersky Anti-Virus 6.0 and Kaspersky Internet Security 6.0 the key file is not delivered with the product. If you want to get a key file or have lost the previously received one it is recommended to get a key file using the activation code on Kaspersky Lab Online Activation center in the link: https://activation.kaspersky.com/
When purchasing other Kaspersky Lab’s products a key file is delivered on a floppy disk in a box version or by e-mail to the customer’s mail address.
If by some reason a key file was lost (the floppy disk got damaged, the mail was deleted) in this case to restore a key file it is recommended to send a request to Kaspersky Lab Technical Support via the web-form HelpDesk. In a request give the data when and where the product was purchased, name of the store (if you purchased offline), name of the Kaspersky Lab product, license validity period and the product registration number which you can find in the license agreement.
If you purchased the product via the E-Store give the order number, name of the store and customer, date when the product was purchased and name of the product itself.
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4. Activation code questions
09. What is activation code and where can I get it?
Activation code is a unique charset of 4 sections. Each section comprises 5 symbols, and the common number of symbols equals to 20. An activation code is required to activate a Kaspersky Lab product which you have purchased in Online-Store.
If you have purchased Kaspersky Anti-Virus 6.0 or Kaspersky Internet Security 6.0, the activation code can be found on the inner side of the box with a licensed Kaspersky Lab CD.
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If you have purchased Kaspersky Anti-Virus 6.0 or Kaspersky Internet Security 6.0 in Online-Store in this case the activation code will be sent to your email address you have defined when making the order.
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10. I have lost my activation code. What should I do?
If the activation code was lost in order to restore the code, send a request to Kaspersky Lab Technical Support via the web-form HelpDesk. Please give the following information in the request:
- purchase date
- store where you purchased the product
- license validity period
- copy of the order request (if the license was purchased via the E-Store)
- copy of cash-memo (verifying that the license has been paid)
- name of the license owner
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5. Types of Kaspersky Lab’s users
11. What is a Home User?
Users who have purchased the following Kaspersky Lab products are called Home Users:
- Kaspersky Anti-Virus 6.0/7.0/2009
- Kaspersky Internet Security 6.0/7.0/2009
- 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
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 - you still remain a Kaspersky Lab Home User.
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12. Who are Business clients?
Business clients are companies having 1 to 499 licenses for Kaspersky Lab corporate products.
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13. Who are a Corporate clients?
Corporate clients are companies having 500 or more licenses for Kaspersky Lab corporate products.
It 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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