No response from support team [Closed]

  • 7 June 2019
  • 9 replies


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.


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.

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?

@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?

  • 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
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