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 the CompanyAccount window.

The list of request categories will open:

• Make a request for Tech Support.
  Ask a question about a Kaspersky Lab product. Send an urgent request to Tech Support (MSA). 
• Submit a suspicious file for scanning.
  Send a file in a password-protected archive or inform about a false positive detection.
• Sign the CSR file.
  Get an Apple Push Notification Service .csr file.
• Ask a question about CompanyAccount.
  Ask a question about the CompanyAccount portal or send a suggestion for its improvement.

Urgent requests are available for companies who have purchases the MSA agreement.

1. Sign in to CompanyAccount.
2. Click New request in the upper right corner of the CompanyAccount window.
3. Select the category Make a request for Tech Support.
4. Select the protection scope, your Kaspersky Lab solution and its version.
5. In the Support level drop-down list, select the contract.

6. Fill out the rest of the fields.
7. If necessary, attach a file to your request by clicking Upload file.
8. Click Send request.

The urgent request has been created.

If you have exceeded the limit of urgent requests allowed for your MSA plan or selected a Kaspersky Lab solution that is not covered by MSA, send a request on standard support terms.

• 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.
  

To view the requests created by all users in the company:

1. Sign in to CompanyAccount.
2. Go to the Requests tab.
3. In the Support level drop-down list, select All.

Now you will be able to view and manage the requests created by other users as well.

How to sort requests

1. Sign in to CompanyAccount.
2. Go to the Requests tab.
3. Select a status.

The requests will be sorted by the status you selected.

How to find requests

1. Sign in to CompanyAccount.
2. Go to the Requests tab.
3. Click .

4. Enter the Incident ID and press Enter.

If there is a request with that Incident ID in CompanyAccount, it will be shown.

To return to the filters set earlier, click .

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.

The first representative of the company to register will get CompanyAccount administrator privileges. This allows them to:

• View users’ CompanyAccount requests.
• Edit other users’ requests.
• Manage other users’ accounts.
• Receive notifications about CompanyAccounts users that have been connected and removed.
• Invite users to the company.

How to invite users to the company

1. Sign in to CompanyAccount.
2. Go to the Users tab.
3. In the Invite a new user field, ender the email address of the user you want to invite.
4. Click Send invitation. 

The user will receive an email with an invitation. They will then have 7 days in which to open the link in the email, fill in the form and click Create now:

After completing the form successfully, the user will be added to the company. If the user exists in CompanyAccount in either your or another company, the system will notify you about it.

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 MSA contract attached to their CompanyAccount can create requests from the category Submit a request to Technical Support.