Frequently asked questions about purchasing of applications for home

Order information

Fill out the form on the 2Checkout website to find your order status.
We accept payment by credit cards of Mastercard, Visa, American Express, Paypal, Bank Transfer. Our servers encrypt all information submitted to them, so you can be confident that your payment information will be kept safe and secure.
No. Enter your credit card number without any spaces or special characters.
Yes. For credit card verification you must enter your billing address exactly as it appears on your credit card statement.
There are many possible reasons for a credit card not being accepted:
- The card is expired.
- You have reached or exceeded your credit limit.
- You have exceeded your daily charge limit.
- A computer at either end of the transaction is having technical problems.
If you have problems submitting your credit card payment, you can contact Kaspersky Customer Service. When contacting Customer Service, please include any error message numbers you received, as well as the order number seen in the shopping cart.
Your credit card will be charged within a day of the completion of your order.
The charge for your order will appear on your credit card as: 2CO*, 2CO, 2Checkout.
No. Unfortunately, we only accept payments by credit card.
Log in to the 2Checkout account, go to My Products and click on Update credit card info. In the window that opens you can both edit and add new payment methods.
The price indicated includes anticipated VAT that we will collect from you based on information you make available to us. The total price may change during the course of the shopping session depending on a number of factors. However, you will have the opportunity to review the final price we will charge before you submit your order. A national VAT rate will be applied on physical goods for customers based in EU countries. This VAT may not be shown as a separate charge during checkout and may instead be included in the product price (VAT inclusive pricing).
Fill out the form on the 2Checkout website to find your order and print a copy of the invoice.

Subscription information

With Auto-Renewal, the license for your Kaspersky product will be extended automatically before it expires, providing you with seamless protection. You will not have to monitor the license term, place an order and manually activate an application with a new activation code.
Please be aware that you do not need to do anything to renew your subscription. Prior to its expiry, you will receive an email stating the amount and on which date you will be charged. You can cancel the Auto-Renewal Plan or do nothing. You can easily cancel the Auto-Renewal Plan by following the links in the email. The charge will be made on the same credit card that you used for your original purchase. You will then receive a confirmation email upon successful renewal. Your Kaspersky software will be renewed automatically.
Fill out the form on the 2Checkout website to find your order. Click the “Stop auto-renewal” button to cancel the Auto-Renewal plan. Your product will still be active until the subscription expiry date. If you experience any problems, please contact Kaspersky Technical Support.
Shoppers (subscribers) will receive the subscription service for the full time period for which they have paid, even if the auto-renewal option is cancelled. Cancelling the auto-renewal on a monthly subscription means that the subscription will not be renewed in the following month, but the subscriber will continue to receive the subscription until that time. Similarly, cancelling an annual auto-renew subscription means that the subscription will not be renewed in the following year, but a subscriber will continue to receive the subscription for the remainder of the year.

Download and getting started

To download your purchase, open the Download section of the Kaspersky page and then click “Update your product” or “Free 30-day trial” under the name of the application you want to download. On the new page that opens, click the red “Download now” button to start the download. If you have any questions or need assistance with downloading, please contact Kaspersky Customer Service.
No. A download is a simple file transfer. An install is the unpacking and loading of the software on your computer. To start the installation, run the downloaded installation file.

If you experience any issues with installing, using or removing a Kaspersky application, please contact Kaspersky Customer Service.
After the download, the file can be saved:
- In the default "Save As" location specified by your browser.
- In the location you selected in the Save As window that appeared when the download began.
- In the Downloads folder. To go to the Downloads folder on your computer:
  - For Windows, see the instructions on the Microsoft website.
  - For macOS, open Finder and click Downloads on the left side menu. To learn how to open Finder, see the instructions on the Apple support site.
If you cannot find the downloaded file:
1. Go to Downloads in your browser.
2. Find the name of the desired file and click on it.
The downloaded file will be opened.
To download your purchase, open the Download section of the Kaspersky page and then click “Update your product” or “Free 30-day trial” under the name of the desired application. A new page will open, click on the red “Download now” button to start the download.

If you have any questions or need assistance with downloading, please contact Kaspersky Customer Service.
To learn your activation code, you can do one of the following:
- Open the email that was sent to the address you specified when making the purchase. You will find the activation code there.
- Alternatively you can fill out the form on the 2Checkout website.
If you experience any issues, please contact Kaspersky Technical Support.
First, make sure you enter the correct activation code. To do this:
- Check your keyboard layout.
- Check the case of the letters. Activation codes are case sensitive.
- Check for typos.
You can find the activation code in the confirmation email.

If you experience any issues, please contact Kaspersky Customer Service.

Returns and cancellations

The Global store offers a 30-day money back guarantee.
To request a refund, log into the 2Checkout website and click “Request refund”.
After filling out the data, click on the corresponding button.

If you experience any issues, please contact Kaspersky Technical Support.

The following information is necessary:
- Date of purchase
- Name and email address specified during purchase
- Order number if any
If you have paid for your order by wire transfer and have not finished the payment, your order will be automatically cancelled after 30 days.

If your order is in the process of delivery, you can cancel your order only on the same day the order was placed.

An order that has already been delivered cannot be cancelled.

To submit a request to cancel your order, fill out the form on the 2Checkout website.
After receiving your returned product(s) and/or your completed letter of destruction (ELOD or LOD), your refund will appear in your account within 5 to 7 business days.

Privacy and security

Please see here.

Frequently asked questions about purchasing

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