Incorrect E-Mail linked to my subscription

It seems that there is a normal practice of sending out an E-Mail saying that the subscription is about to expire, and that it should be renewed. If this is ignored, an automatic renewal occurs. A few years ago, I responded to this mail, and renewed my subscription before it was due. I didn't notice at the time, but I put an "q" at the end of my E-Mail address. The same address I have used for this forum. When my subscription eventually ended, I was automatically billed for the subscription, obviously because I had entered the wrong E-Mail address. I contacted Kaspersky saying that I had paid twice, and that I needed a refund on it. What they did was refund the subscription on this account, not the one that ended with the q. So when I go into Kaspersky on my machine, I can see that it has the wrong E-mail address.

That is all fine, except that it keeps on being renewed on this account. Yesterday I wanted to contact support, but I can't login with the q account, because I don't remember the password, and I can't do a password reset, because that E-Mail address doesn't exist. I have tried to login with this account, but that doesn't have a valid subscription, so it won't let me log in.

Can you please sort this out so that the account I am using has the correct E-Mail address?

10 replies

Userlevel 7
Badge +9
Hello RunRobert,
For your situation the team at Kaspersky Lab will be able to assist.
As logging in is an issue, perhaps it would be best to make phone contact.
& email address: customerservicesolution@kaspersky.com
Thanks. I have sent off a mail to that address.
I have just E-Mail customer support, the address in the above. Here was the response:

Thank you for contacting Kaspersky Lab Technical Support.

Unfortunately, we could not find a record of an incident open for you. If you do have an incident open with us, then please respond to the email you received after opening it, leaving the subject line intact. Otherwise, please register a new incident on the support portal:

https://my.kaspersky.com for Home Users
https://companyaccount.kaspersky.com for Business Users

Please do not respond to this email.

Best regards,
Kaspersky Lab Technical Support Team

So much for that. So, back to you....
Userlevel 7
Badge +9
Hello RunRobert,
As Schulte advised, you have a working MyKaspersky account, posting in https://community.kaspersky.com/uses our MyKaspersky accounts.
Accordingly, it would be a good idea to log an incident via the portal, detailing everything you've posted here.
Failing logging an incident, the other option is to call Kaspersky.
Back to square one on this. I can't log into the incident portal with MyKaspersky account. It won't allow me to because the address doesn't have an active subscription. I need to use the address that doesn't exist for which I don't have the password for. Do you see how this is going in circles?

I am beginning to think that Kaspersky is just like any other corporate, where the individual is nothing, the customer is nothing, and all that is of concern is the making of a profit for the shareholders.
Userlevel 7
Badge +9
Hello RunRobert,
We do see how it's going in circles and frustrating for you.
Are you able to call Kaspersky Lab please?
Best regards!
Forget it. This is no longer worth my trouble. I thought that someone from Kaspersky would actually be monitoring this Forum, but it appears that is not the case. There seems to only be you, and I thank you for your help.

This is the end of my Kaspersky journey.
Userlevel 7
Badge +9
Hello RunRobert,
We're very sorry we cannot assist, however, due to privacy laws, any licence/subscription issues must be resolved between the Kaspersky Customer and Kaspersky directly.
No one in the Community, nor the Lab can/will intercede unless direct contact is made by the person experiencing the issue and Kaspersky Support.
Thank you!
Userlevel 7
Badge +11

You can use: https://support.kaspersky.com/b2c/GB (Example Using United Kingdom)

Select your Country - Contact support - Kaspersky Lab - Chat with an expert. Explain your problem, etc..

or Call Support Option.

Userlevel 7
Badge +4

Hello @RunRobert 

Was your problem solved? Please let us know the result. Thanks in advance.