Kaspersky Shop don't recognise password

  • 27 September 2021
  • 3 replies



Few weeks ago I renew my debit card, so I have gone to change the payment data in order to renew my license. I log in My Kaspersky with no problem. In All my licenses I click in Manage suscription, which redirects me to “shop.kaspersky.es/enduser-portal/login” (My Kaspersky is in Spanish).

However, when I try to login I get an error message, telling me to check my email and password. Both are right (I have even changed my password just in case I was using the wrong one, although I didn’t have problems login in My Kaspersky).

I have tried the Forgotten password option and changed my password again through there but nothing, still the same error message when I try to log in!

What’s the problem? How can I access my suscription in order to change my payment info?


Best answer by Berny 27 September 2021, 10:59

View original

This topic has been closed for comments

3 replies

Userlevel 7
Badge +9

@JesusJ Welcome.

Please go to Live Chat Support https://support.kaspersky.com/b2c/
→ Select country
→ Choose a communication channel

→ Chat

Userlevel 7
Badge +11

Hello @JesusJ

Also, when Kaspersky send the original Order Confirmation email, it has a special Manage your subscription password, that special password is created by the Kaspersky shop & is different to (your) MyKaspersky account password: 



Thank you:pray_tone3:


Thank you both.

I have check all the confirmation emails out but there are not any passwords in any of them.

Eventually I have contacted support as the first post says. Waiting for their reply.