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No response from support team [Closed]

  • 7 June 2019
  • 9 replies
  • 431 views

Hi,

I have tried to reach Technical Support team regarding to activation issue where the activation has reached the maximum number. I need help from technical support team to reset the count. However, I have been waiting for days without any response.

I'm not sure what is the right and effective channel to contact technical support. Could you please advise.

Thank you.

Teerasak
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Best answer by Flood and Flood's wife 8 June 2019, 02:31

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9 replies

Userlevel 7
Badge +7
where and how you tried to contact specialists Technical Support ?
Userlevel 1
That's strange. I've contacted them several times, and they responded to me in no more than 1 or 2 days.
Userlevel 7
Badge +11
Hello Teerasak,
Different ways:
  1. Log an incident via MyKaspersky portal - https://my.kaspersky.com/
  2. Online chat - via MyKaspersky portal - https://my.kaspersky.com/
  3. Phone
  4. Email.
https://www.kaspersky.com/about/contact

When an incident is logged an automated confimation, with the incident #, should be received within a very short time, if no automated email confirmation acknowledging the incident is received within 60 minutes, I'd log into MyKaspersky account & engage a Kaspersky Agent via Online Chat.
After an incident is logged, a response from a human should take place within 24 hrs, if the record was created during business hours, Monday to Friday - 8 - 18:00.
Incident logged Sat, after midday - response (from human) should be received sometime Monday.
Incident logged Sun - response (from human) should be received no later than Tuesday.
(& as Gjoksi has advised) anything outside of 2 days is unusual.

Re: Online Chat.
Using online chat, enter you email address into the dropdown (email icon) so that a record of your chat is emailed to you at the end of the chat.

If all the above options ( 1 to 4) have been tried and none of them have worked can you please post back?

Thanks!
@kmscom I open the request in My Kaspersky support page by going to https://my.kaspersky.com/dashboard then select support > Request Technical Support. Until now, still no response.

@Gjoksi Thanks! Perhaps I went to wrong channel so they do not response.

@FLOOD I cannot find online chat. I access My Kaspersky, and try to find from there, but cannot find online chat as you suggested. I tried bot https://my.kaspersky.com/ and https://www.kaspersky.com/about/contact/ but cannot find the option to access online chat. can you share screen capture of the page for online help.
Userlevel 7
Badge +11
Hello Teerasak,
Thanks for posting back.
The Online Chat SHOULD show a little green rectangle
&
a little blue circle

in the bottom right hand corner of your browser.
The agents are only there during business hours...
Where I am right now, it's 03:00am, no-one except the owls & me are awake😉.
After hours, the icons do not show.
Not sure of your geographic location, but if it's Sunday where you are, the icons will not be active/visible.
If, during business hours you still cannot see the icons, please post back so we can help?
Thanks & best regards!
Userlevel 7
Badge +11
Hello Teerasak,
Using Google browser - there are no chat icons, no green, no blue. - well it was 🔵blue🔵, now Kaspersky have changed "colours", everything is boring sludge green🤐

However, using Firefox & Opera browsers the LiveChat icons are available:
They look like:


Click on the 💬 & a "live" agent should connect with you.
If it doesn't work, please post back?

Re the INCIDENT you created, can you please check: date & time you created please & post back the information please?
Thanks!
--------------------------------------------

  • If there's any Kaspersky developers reading this: there are NO:
" GET https://secure.livechatinc.com/licence/8898534/v2/ xxx " calls in any Google browser logs
Userlevel 7
Badge +9
Hi, @Teerasak ,
Write here the number of your request to technical support.
Chat is available only for specific regions.
Userlevel 7
Badge +11
@Friend,
Please share which regions have: "LiveChat"?
Userlevel 7
Badge +11
Hello Teerasak,
LiveChat is available in: AU/NZ, South Asia, South East Asia, and USA