Frequently asked questions about purchasing of applications for home

Subscription information

To cancel the subscription for Kaspersky Standard, Plus, Premium or Kaspersky Security Cloud:
1. Sign in to your My Kaspersky account.
2. Go to the Subscriptions tab.
3. Click on a subscription that you wish to cancel.
4. Click Manage subscription in the top-right corner.
5. Click Cancel subscription.
6. Click Cancel subscription again in the Are you sure…? window.
To cancel the subscription for other Kaspersky applications, contact Kaspersky Customer Service.
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 subscription or do nothing. You can easily cancel the subscription 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 application will be renewed automatically.
You will receive the subscription service for the full time period for which you have paid, even if the subscription is cancelled. Cancelling a monthly subscription means that the subscription will not be renewed in the following month, but you will continue to receive the subscription until that time. Similarly, cancelling an annual subscription means that the subscription will not be renewed in the following year, but you will continue to receive the subscription for the remainder of the year.
If you have a subscription, the license for your Kaspersky application 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.

Returns and cancellations

To request a refund, contact Kaspersky Customer Service.
The following information is necessary:
- Date of purchase
- Name and email address specified during purchase
- Order number if any
You can request a refund within 30 days after your purchase.
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.

Order information

Fill out the form on a lookup page to find your order status.
We accept payment by credit cards of Visa, MasterCard, Eurocard, American Express. Our servers encrypt all information submitted to them, so you can be confident that your payment information will be kept safe and secure.
To update your payment details for Kaspersky Standard, Plus, Premium:
1. Sign in to your My Kaspersky account.
2. Go to the Subscriptions tab. Сlick Manage subscription and Payment details.
3. You will be redirected to the Nexway website. In the Payment details section, click Change payment method.
4. You can then proceed to add/delete a card.
To update your payment details for other Kaspersky applications, please contact Kaspersky Customer Service.
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.
You can use other payment methods, such as Wire Transfer. Available payment options vary depending on the region.
No. Enter your credit card number without any spaces or special characters, spaces will be added automatically.
An invoice is included as a PDF attachment to the original purchase confirmation email. If you are having trouble locating it, please contact Kaspersky Customer Service.
Yes. For credit card verification you must enter your billing address exactly as it appears on your credit card statement.
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: NW, Nexway.

Download

If you have a subscription for Kaspersky Standard, Plus, Premium or Kaspersky Security Cloud:
1. Find the email from My Kaspersky.
2. Open the email and click Go to My Kaspersky.
3. Follow the instructions to confirm your account. Your subscription will be saved in your My Kaspersky account.
4. After setting up your account, click Download. The download will start.
5. When download is completed, run the installer and follow the installation instructions.
6. The subscription will be applied automatically. Your device will appear in your My Kaspersky account.
To download other Kaspersky applications:
1. Go to the Kaspersky website.
2. Click Download Update for the purchased application. The download will start.
3. Run the installer and follow the installation instructions.
If you have any questions or need assistance with downloading, please contact Kaspersky Customer Service.
If you have a subscription for Kaspersky Standard, Plus, Premium, go to My Kaspersky and download the application by clicking Download.

To redownload other Kaspersky applications:
1. Go to the Kaspersky website.
2. Click Download Update for the purchased application. The download will start.
3. When download is completed, run the installer and follow the installation instructions.
If you have any questions or need assistance with downloading, please contact Kaspersky Customer Service.

Activation

Open the email that was sent to the address you specified when making the purchase. You will find the activation code there.
If you have bought the subscription for Kaspersky Standard, Plus or Premium, your purchase will be automatically saved in your My Kaspersky account. The activation code is not required. The application will be activated automatically after you download it from My Kaspersky and install it.

Privacy and security

Please see the Nexway website.

Frequently asked questions about purchasing

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