A license is a key file like ХХХХХХХХ.key, or an activation code that consists of a sequence of characters like ХХХХХ-ХХХХХ-ХХХХХ-ХХХХХ. You get the license when you purchase the product. To add a license in CompanyAccount:

1. In CompanyAccount, open the Licenses menu.

2. In the field for adding a license, select the desired option: Add code or Upload file.
   • If you're entering an activation code, enter it in the activation field and click Add code.

• If you're using a key file, click Upload file and in the dialog box for selecting the file, select the key file and then click Open.

Once you do that, the Licenses menu displays the name of the key file or the activation code, the product for which it is intended, and the expiration date.

If after registering with CompanyAccount you receive an email notification that the registration was successful, but the license is not found and cannot be added, then try Add license to CompanyAccount  on the Licenses menu. 

If in this case the license is not added, submit a request in the category CompanyAccount Question and in it provide a detailed description of the problem and information about the license that you are adding.

Click New request in the upper right corner of CompanyAccount.

• Technical Support request
  Write your question about the functioning of Kaspersky Lab products.
• Send a suspicious file for analysis
  Send a suspicious file for analysis inside a password-protected zip file, or tell us about a harmless file that wrongly triggered anti-virus operations.
• CSR Signing
  Sign a CSR file before uploading it to the Apple site.
• CompanyAccount Question
  Ask a question about the functionality of the CompanyAccount portal, notify us of errors that occur while using the portal, or send requests for improvements.
• MSA Support Request
  This type of request is available only to companies that sign up for extended technical support (who have signed a Kaspersky Maintenance Service Agreement).
  

• In progress: The issue is being resolved by Technical Support.
• Awaiting your reply: Technical Support is asking you for additional information in order to resolve your issue.
• Resolved (solution provided): The issue has been resolved, and the solution has been sent to you.
• Resolved (no information provided): A solution was sent to you, or additional information was requested from you and no response was received after several days. This status is assigned automatically.
  
• Closed by support engineer: The request was closed several days after providing the solution to you.
• Closed by customer: The request was closed after clicking Close request.
  
• Closed (forwarded)" The request was transferred for a solution. This status is assigned to requests from the category Send a suspicious file for analysis. 
   This is a status in the system and means that the request has been transferred for resolution to a different part of the company. You'll definitely receive an answer by email, but you will not see it in CompanyAccount.
• Cancelled by support engineer: A specialist in Technical Support cancelled a request.
  
• Cancelled by customer: You deleted the request rather than waiting for a solution.
• Cancelled (license or contract expired): The request was cancelled because the license or contract had reached the end of its term.
  

Perform the following steps to view the requests of all the company's users:

1. In CompanyAccount, open the Requests menu.
2. In the field Created by, go to the bottom of the drop-down menu and click All. You can manage these requests like they were your own.

To recover your password to CompanyAccount:

1. Follow the link https://companyaccount.kaspersky.com.
2. Click the link Forgot your password?

3. Enter the email address that you used when registering with CompanyAccount, enter the control characters and click Continue.

4. Open the email from CompanyAccount, and follow the link in it to create a new password.
5. Enter the new password. The password must meet the following conditions:
   • Consist of at least 8 characters.
   • Contain uppercase and lowercase letters.
   • Contain at least one special character (!, @, #, etc.) and at least one numeral.
   • Spaces are not allowed.

The email associated with your CompanyAccount cannot be changed.

If you need to change the email address, please delete your existing CompanyAccount and create a new account with the new email.  If you want to move the requests from the old account to the new one, create a request in the CompanyAccount question  category, and we will move the requests for you.

1. Click to log in at the upper right corner in CompanyAccount, next to the Sign out button.
2. Click to go to the My account page. Then find the Reset password section and click on Reset password.

3. Open the email from CompanyAccount and follow the instructions for changing your password. The password must satisfy the following requirements:
   • Consist of at least 8 characters.
   • Contain uppercase and lowercase letters.
   • Contain at least one special character (!, @, #, etc.) and at least one numeral.
   • Spaces are not allowed.

• to view all requests by CompanyAccount users
• to edit other users' requests
• to manage other users' accounts
• to receive notifications when CompanyAccount users join or are removed

Management of CompanyAccount users is done in the Users menu.

Change user data:

1. Select the user whose data you want to change in CompanyAccount.
2. Click in the appropriate field and edit it. You can only change the values of the fields First name, Last Name, Country and Branch.
3. Click Save changes.

Modify user permissions:

1. Select the user whose permissions you want to change in CompanyAccount.
2. Find the section User permissions.
3. Check the boxes for the selected user's permissions and click Save changes.

Change user password:

1. Select the user whose password you want to change in CompanyAccount.
2. Find the section titled Reset password and click Reset password.
3. Inform the user that an email has been sent with instructions for changing the password for CompanyAccount.

Delete a user:

1. Select the user that you want to remove in CompanyAccount.
2. Find the section Delete user account.
3. Check the box for I understand that the deleted user will not be able to submit requests through CompanyAccount and click Delete user account.

1. Click to log in at the upper right corner in CompanyAccount, next to the Sing out button.

2. On the My account page, find the section called Delete my user account.
3. Check the box for I understand that my account will be deleted and that I will not be able to send requests through CompanyAccount and click Delete my account.

4. Open the email from CompanyAccount, and follow the link in it to confirm deletion of your account.
5. Enter the password for CompanyAccount. After entering the password, your account will be deleted.

To remove CompanyAccount, do the following:

1. Click to log in at the upper right corner in CompanyAccount, next to the Sign out button.

2. Click to go to the My account account. Then find the section called Delete company account.
3. Check the box labelled I understand that after deleting the company account all information about the company will become unavailable and click Delete company.

4. Open the email from CompanyAccount, follow the link in it for confirming deletion of the company account, and enter the password. After entering the password, the CompanyAccount will be deleted.

When your company signs a contract to receive extended technical support (a Kaspersky Maintenance Service Agreement, or MSA), you get an option of creating requests to Technical Support with higher priority. For more information, see the MSA support page.

If your company has purchased MSA, it will appear in the Contacts menu of your CompanyAccount. The users who have the agreement attached to their CompanyAccount can create requests from the category MSA Support Request.