Answers to frequently asked questions

Activating a Kaspersky application on more devices than the license provides is a violation of the End User License Agreement. This action may lead to blocking of the granted license and result in legal consequences.

You can use the activation code again and reactivate your Kaspersky application on a new device, but the same license must not be used simultaneously on several devices.

Before activating the application with the current activation code on a new device, you should delete the application with this license from the older device.

If the key file is lost, you can generate one via this form using the activation code.

If the activation code is lost:

1. Check your Kaspersky CompanyAccount: the account stores activation codes of attached licenses. Activation codes are visible only to the company administrators.
2. Contact the partner from whom you have bought the license. You can find the partner's contacts on their official website.
   If the partner cannot solve the issue or does not respond, submit a request to Kaspersky Technical Support using these instructions and describe the situation in detail. We will do everything we can to help you.

If Internet access is limited on your device, you will not be able to activate an application with an activation code. Use a key file for the activation.

To get the key file, fill out the form. An archive will be sent to the specified email address. In the archive you will find the key files and the Compatibility_List.txt document. This document specifies which key file to use for which application. For details, see this article.

You can get a key file using an application activation code. 

To do so, fill out the form. An archive will be sent to the specified email address. In the archive you will find the key files and the Compatibility_List.txt document. This document specifies which key file to use for which application. For details, see this article.

After you fill out this form, an archive containing the key file and the CompatibilityList.txt document will be sent to your email address. This document contains a list of applications that can be activated with each key file.

You can also find a list of applications that can be activated with a single license in Kaspersky CompanyAccount.

To request a trial version with an NFR license:

1. Go to the Kaspersky website.
2. Choose a solution you prefer and click Free trial.
3. Fill out the request form and click Submit.

The trial version will be sent to the entered email address.

You can also request a trial version from the Kasperksy's authorized partners.

The NFR license term is set by the vendor. If the license has expired, request an NFR license again to extend the testing period.

To transfer the license from one device to another, remove the Kaspersky application from your old device and activate it on a new one using a key file or an activation code. No additional actions are required to release and transfer the licence from a device.

When using the centralized anti-virus protection tools in Kaspersky Security Center, follow the recommendations for releasing occupied licenses.

The licenses that you purchase through the Kaspersky website are executed via official Kaspersky partners. See the list of the official partners on the Kaspersky website.

Should you have any problems with placing or delivery of such a license, contact the partner from whom you have ordered it via channels on their official website.

If your license is in the denylist or blocked by mistake, the installed Kaspersky application may return the error: “The license key is in the denylist”.

Please contact the partner from whom you have bought the license. You can find the contacts on the partner's official website.

If the partner cannot solve the issue or has stopped responding, please submit a request to Kaspersky Technical Support using these instructions and describe the situation in detail. We will do everything we can to help you.

After an additional purchase, i.e. the purchase of additional licenses to increase the number of protected devices, you will receive an updated activation code from your partner. The activation code of the original license will be blocked.

If the activation code of the original license has been used on devices, reactivate the applications on those with the new activation code.

After an additional purchase, some applications can be activated only with a key file which must be generated from the activation code.

• Kaspersky Endpoint Detection and Response
• Kaspersky Endpoint Detection and Response Optimum
• Kaspersky Managed Detection and Response Optimum
• Kaspersky Managed Detection and Response Expert Add-On
• Kaspersky Hybrid Cloud Security Standard Edition
• Kaspersky Hybrid Cloud Security Enterprise Edition
• Kaspersky Integrated Security Special Edition
• Kaspersky Vulnerability and Patch Management

If after the additional purchase you didn’t receive an updated activation code, contact the partner from whom you have bought the additional license. You can find the contacts on the partner's official website.

If you suspect that your activation code was compromised, please submit a request to block the license to Kaspersky Technical Support using the instrustions. In your request:

• Specify the activation code that must be blocked.
• Indicate whether the blocking should be performed immediately or later (delayed blocking).
• Attach a scan of the formal application on the letterhead of your organization with the seal and signature of the responsible person. In the application explicitly specify that the activation code must be reissued.

After removing Kaspersky Endpoint Security for Windows from a client computer, the record that the key file is installed on the computer may still appear in the key usage report of the Administration Server.

To remove an unused license from Kaspersky Security Center:

1. Open Kaspersky Security Center.
2. Go to Managed devices.
3. Remove the client computer from the administration group.
4. Go to Unassigned devices.
5. Remove the client computer from the database.
6. Press F5 on the keyboard to update the Administration Console.
7. Go to Administration Server and select the Reports tab.
8. Right-click:
   • Report on usage of license keys in Kaspersky Security Center version 13 and above.
   • Key usage report in Kaspersky Security Center of earlier versions.
9. Click Refresh in the shortcut menu.

If Kaspersky Endpoint Security for Windows is reinstalled on the computer whilst the old entries were not deleted in Kaspersky Security Center, repeat the steps 1–9 for both the computer’s old and new entries.

If you have any issues, use these recommendations and submit a request to Kaspersky Technical Support via Kaspersky CompanyAccount.

The feature set in Kaspersky Security Center varies depending on the license type.

For information about licensing for additional features of Kaspersky Security Center, see this article.

If a company is not on this list, therefore it is not an authorized partner at the moment. This may occur due to the following reasons:

• The company has never been an authorized partner, therefore it has no rights to provide with Kaspersky applications and solutions.
  In this case, you should claim for a refund directly from the counterparty you have bought from.
• The company used to be an authorized partner but it is not at the moment.
  In this case, you can renew your license via any official partner.
• The company has been granted with the “authorized partner” status, but the information has not yet been added to the website.
  There might be a technical delay between obtaining the status by a company and its update on the web portal. To prevent difficulties, we recommend buying and renewing the licenses only via the Kaspersky’s partners that are listed on the website.

To get precise information regarding the status of a particular partner, email to [email protected].

• Activation code
  A unique alphanumeric sequence of 20 characters of the following type: ХХХХХ-ХХХХХ-ХХХХХ-ХХХХХ. Using an activation code you can activate the Kaspersky software. The code is generated by the Rightholder.
• Additional purchase
  Extension of the current license to obtain the right to use the software on more devices.
• Computer
  An operating system, virtual machine or hardware on which the software is installed and used.
• Distributor
  A company that supplies solutions exclusively through its channel partners and does not work with end users directly.
• End user
  A legal entity (or individual entrepreneur) which is legitimate to use the software.
• Key file
  A file in ХХХХХХХХ.key format (generated by Kaspersky from an activation code) which contains information about the Software, End User, and essential terms of the License Agreement.
  A key file allows to activate Kaspersky solutions without internet access. For details about key files for your application, see Online Help.
• License
  A time-limited right to use an application, granted under the End User License Agreement.
  A license allows to:
  • Use the application on one or several devices. The number of devices on which you may use the application is specified in the End User License Agreement.
  • Contact Kaspersky Technical Support.
  • Receive other services from Kaspersky or its partners during the term of the license. The other services are specified in the End User License Agreement.

• Partner (reseller, vendor)
  An authorized company that provides with Kaspersky solutions. See the list of official partners on the Kaspersky website.
• Software
  Software including any updates and all related materials and documents. The Rightholder of the software (owner of all rights, whether exclusive or otherwise, to the Software) is AO Kaspersky Lab.

Kaspersky CompanyAccount is a portal for the users of Kaspersky corporate products. With Kaspersky CompanyAccount you can:

• Submit requests to Technical Support and track their status.
• Add and remove licenses.
• Receive email notifications about registration, password recovery or change, adding a license, submitting a request, responses to requests, and Technical Support Quality surveys.
• Manage Kaspersky CompanyAccount user permissions, view requests, modify data about the company, and receive notifications on changes of the portal if you acquire relevant permissions.

Kaspersky CompanyAccount supports an unlimited number of users under a license.

The first company representative to register and add a license becomes the holder of the company account. This user acquires full administrator permissions including the one to delete the company account. For details, see Company and user management.

If you cannot find the answer to your question, make a request via Kaspersky CompanyAccount using this instruction.

• Chrome (Windows)
• Microsoft Edge (Windows)
• Firefox (Windows)
• Safari (macOS)
• Opera (Windows)
• Yandex.Browser (Windows)

1. Open Kaspersky CompanyAccount and click Create now.

2. In the account creating form, specify:
   • First name
   • Last name
   • Company name (which should match the company name specified in the license)
   • Corporate email
   • Country
   • Relevant key file like ХХХХХХХХ.key or an activation code that consists of a sequence of characters and numbers like ХХХХХ-ХХХХХ-ХХХХХ-ХХХХХ.
3. Carefully read through the Terms of Use and Privacy Policy. If you agree with the terms, select the corresponding check box.
4. Confirm your participation in annual customer satisfaction surveys. You may withdraw your consent at any time by sending a request.
5. Click Create now.

You will receive an email on your corporate email address from Kaspersky Support with a link to activate Kaspersky CompanyAccount and to set a password.

6. Open the received email and click Activate.
   

   Please make sure the email address specified in the window matches the email address entered at registration.

7. Create and enter the password in the Password and Password confirmation fields.

   The password must meet the following requirements:

   • Consist of at least 8 characters
   • Contain uppercase and lowercase letters (A-z)
   • Contain at least one special character (!, @, #, etc.)
   • Contain at least one numeral (0-9)
   • Spaces are not allowed.
   Password must not match the email address used as a username.
8. Click Set a password.

The Kaspersky CompanyAccount interface language adjusts to your browser language by default.

To change the interface language in Kaspersky CompanyAccount:

1. Open Kaspersky CompanyAccount.
2. Click the language selector in the lower-right corner of the page.

   

3. Select the language.

   

Kaspersky CompanyAccount is a portal for the users of Kaspersky corporate solutions where you can submit requests to Technical Support.

My Kaspersky is designed for the users of home applications and allows to manage the security of connected devices.

Learn more about the purpose and possibilities of My Kaspersky.

If you forgot your password for Kaspersky CompanyAccount, click Forgot your password? and follow the steps described in the window that opens.

If you no longer have access to the email associated with your Kaspersky CompanyAccount and you are unable to reset the password, create a new account with a new email address and submit a request. Describe your problem in detail and attach screenshots, if necessary.

If you have any issues when logging in or signing up to Kaspersky CompanyAccount, submit a request via this form.

• Activation code
  A unique alphanumeric sequence of 20 characters of the following type: ХХХХХ-ХХХХХ-ХХХХХ-ХХХХХ. Using an activation code you can activate the Kaspersky software. The code is generated by the Rightholder.
• APNs certificate
  An Apple Push Notification service certificate required for iOS mobile device management.
• Computer
  An operating system, virtual machine or hardware on which the software is installed and used.
• End user
  A legal entity (or individual entrepreneur) which is legitimate to use the software.
• End User License Agreement
  A binding agreement between AO Kaspersky Lab and the End users stipulating the terms under which the End users may use the software.
• Dump files (memory dump)
  Files containing data from system memory at the time the dump was created.
• Kaspersky Premium Services (Paid Technical Support Services)
  Professional Services (KPS) and Kaspersky Premium Support (MSA) will help you solve IT security issues with the highest priority and ensure the business continuity.
  Learn more about:
  • Kaspersky Premium Support
  • Professional Services
• Kaspersky Professional Services (KPS) certificate
  With this document you are entitled to Kaspersky professional services in accordance with the terms and conditions of your certificate.
• Key file
  A file in ХХХХХХХХ.key (generated by Kaspersky) which contains information about the Software, End Users and essential terms of the License Agreement.
• License
  A time-limited right to use an application, granted under the End User License Agreement.
  The license grants you the following kinds of services:
  • Use of the application on one or several devices. The number of devices on which you may use the application is specified in the End User License Agreement.
  • Contact Kaspersky Technical Support.
  • Receive other services from Kaspersky and its partners during the license validity period. The other services are specified in the End User License Agreement.
• License Certificate
  A document that you receive along with a key file or an activation code. A license certificate contains the following information about the license provided:
  • License key or order number
  • Details of the license holder
  • Information about the application that can be activated using the license
  • License start date, expiration date or license validity period
• MSA certificate
  A document issued by Kaspersky and sent to customer's email after activation of a Maintenance Service Agreement (MSA) in terms of Kaspersky Premium Support.
• Open Threat Intelligence Portal (OpenTIP)
  A free version of Threat Intelligence Portal. It is a public portal where you can check files, file hashes, IP or web addresses for threats of any complexity.
• Rightholder
  The owner of exclusive rights to the Kaspersky Software.
• Software
  Software including any updates and all related materials and documents.
• Standard Technical Support
  Publicly available services that include processing of requests related to Kaspersky Software installation, maintenance, identification and solution of problems connected with the applications.

  Learn more about Kaspersky Standard Support.

  Response time within a fixed period of time is set for paid support services only. Please note that requests under Standard Support will be attended to on a first-come first-served basis. Response time may vary depending on load.

• System information files
  Data containing information about the computer.
• Trace files
  Data containing information about step-by-step execution of application commands. This data make it possible to determine on which step an error occurs. Trace files contain info and the application component which caused the event.

A license is a time-limited right to use an application, granted under the End User License Agreement.

After you purchase a license, you receive a key file with the .key extension or an activation code with a unique sequence of 20 alphanumeric characters of the following type: ХХХХХ-ХХХХХ-ХХХХХ-ХХХХХ. A key file and activation code are required for activating an application and creating an account in Kaspersky CompanyAccount.

A license allows to:

• Use the application on one or several devices. The number of devices on which you may use the application is specified in the End User License Agreement.
• Contact Kaspersky Technical Support.
• Receive other services from Kaspersky or its partners during the term of the license. The other services are specified in the End User License Agreement.

If you have several Kaspersky business solutions, add their licenses to Kaspersky CompanyAccount to be able to receive Technical Support.

Learn more about activation codes, licenses and license keys.

1. Sign in to your account on Kaspersky CompanyAccount.
2. Go to the Licenses tab.

3. Add:
   
   • Activation code. Enter the code in the Add a license field and click Add code.

• Key file. Click Upload file, select the key file and click Open.

The license will be added to the account. The Licenses window will display:

• Application for which the activation code or key file is intended.
• Key file name if you added the license using the key file.
• License expiration date.

In Kaspersky CompanyAccount, the activation code is visible only to the company administrators.

If you are a company administrator and you do not see the license or activation code in Kaspersky CompanyAccount, submit a request to Technical Support.

1. Sign in to your account on Kaspersky CompanyAccount.
2. Go to the Licenses tab.

3. Find the license you need and see its details.
   In Kaspersky CompanyAccount, the activation code is visible only to the company administrators.

4. Click in the upper-right corner of the required license to see its full information:
   • Number of nodes
   • Serial number
   • Order number
   • Date added
   • Key file

1. Sign in to your account on Kaspersky CompanyAccount.
2. Go to the Licenses menu.

3. You can filter licenses by status using the Show licenses drop-down list: All, Active, Expired, Inactive, and Blocked.

Only the licenses with a selected status will be displayed.

4. Click Expiration date to sort the licenses by ascending or descending order.

The licenses will be sorted by a specified order.

There is no need to keep expired licenses in Kaspersky CompanyAccount, you may delete them, so only the active ones will remain:

1. Sign in to your account on Kaspersky CompanyAccount.
2. Go to the Licenses menu.

3. Click to the right of the corresponding license and click Remove license.

4. Click Delete.
   You cannot add an expired license to your account.

The access settings for activation codes have been updated in Kaspersky CompanyAccount on September 23, 2024. Activation codes are now visible only to account administrators. This change provides you with more flexibility in managing access to full license information and strengthens your company's data protection.

If your activation code is lost, restore it using this guide.

A license can be blocked by Kaspersky to prevent it from being illegally used.

If your license is blocked after purchasing additional licenses, please contact the partner from whom you have bought it. You can find the contacts on the partner's official website.

If the partner cannot solve the issue or does not respond, please submit a request to Kaspersky Technical Support using these instructions and describe the situation in detail. We will do everything we can to help you.

License-compatible products are the applications that can be activated with a single license.

To view the list of compatible products in Kaspersky CompanyAccount:

1. Sign in to your account on Kaspersky CompanyAccount.
2. Go to the Licenses menu.

3. Click Download applications in the block of the license you need.

The list of applications compatible with your license will be displayed.

In certain cases, you may receive an email that adding the license is rejected.

If you are sure that this license is active, create a request to Kaspersky CompanyAccount:

1. Sign in to your account on Kaspersky CompanyAccount.
2. Click New request.

3. Select the Question about CompanyAccount / Premium Support (MSA) activation category.

4. In the request form, specify: the subject, detailed description of the issue, activation code or key file, and information about the license you are trying to add.
5. Click Send request.

Your request will be registered. You will receive the confirmation by email specified in your account. In the Requests menu, you can track the status of your request. Response time of a Technical Support specialist varies depending on your support level.

In certain cases, after entering an activation code or uploading a key file, a notification about additional verification of the license may appear in the Licenses section.

If the verification succeeds, the license will be added to Kaspersky CompanyAccount. You will receive a confirmation by email.

Otherwise, you will be notified that the license has been denied. If you are sure that this license is active, create a request to Kaspersky CompanyAccount using the instruction.

The same license can be displayed twice in the list of licenses if it covers 2 applications. Note that each of these licenses will have unique key files.

An MSA certificate is a document issued by Kaspersky and sent to customer's email after activation of a Maintenance Service Agreement (MSA) under Kaspersky Premium Support.

A license for a Kaspersky business application does not include the right to obtain an MSA certificate or use extended technical support. If you want to get Premium Support from cybersecurity experts, choose a suitable solution for you and enclose a contract for extended technical support.

You can find your activated contract and the issued certificate in the Agreements menu in Kaspersky CompanyAccount.

A KPS certificate is required if you want to receive Kaspersky Professional Services.

Purchased KPS certificates are not displayed in Kaspersky CompanyAccount and cannot be added to the portal.

If your company has already purchased an MSA, activate it through Kaspersky CompanyAccount to gain advantages of Premium Support.

1. Sign in to your account on Kaspersky CompanyAccount.
2. Click New request.

3. Select the Question about CompanyAccount/Premium Support (MSA) activation category.

4. Fill out the request form:
   • In the Subject field, type “MSA contract activation”.
   • In the Description field, specify the list of employees who will be able to submit requests under the MSA. The number of employees on the list depends on the level of your contract.

     Please provide the contact information in the following format:
     Employee's full name | Corporate email address | Contact phone number
     For example:
     Ethan James Roberts | [email protected] | (555) 555-555

   • Click Send request.

Once the request is processed, your contract will be activated. The issued MSA certificate will be sent to your email.

1. Sign in to your account on Kaspersky CompanyAccount.
2. Open the Agreements menu.

All the activated premium support contracts (MSA), with their start and expiration dates, will be displayed on this page.

If the number of requests is limited under the terms of your MSA, you will see how many requests are currently available.

The contracts will not be displayed in this section if the MSAs are not activated. If you want to activate a contract, see this guide.

If your MSA is expired, you cannot transfer the balance of remaining requests to a new contract.

To view the request categories in Kaspersky CompanyAccount, click New request.

You can choose from five request categories:

1. Submit a request to technical support

   Ask your questions about Kaspersky corporate solutions using the instructions.

2. Question about CompanyAccount/ Premium Support (MSA) activation
   • Ask a question about Kaspersky CompanyAccount or report errors which occur while using the portal.
   • Please leave your feedback about Kaspersky CompanyAccount.
   • Activate a Kaspersky Premium Support contract (MSA). For details, see this guide.
3. Share feedback: compliments or complaints

   Express an opinion about the quality of technical support. For details, see this guide.

4. Open Kaspersky Threat Intelligence Portal

   Check suspicious threat indicators (files, hashes, IP or web addresses), report a false positive or a new virus on the OpenTIP portal. For details, see this guide.

5. Request an APNs certificate

   Get an Apple Push Notification service (APNs) certificate for iOS mobile devices management. For details, see this guide.

1. Sign in to your account on Kaspersky CompanyAccount.
2. Click New request.
3. Select Submit a request to technical support.

4. Fill out the fields: Protection scope, Product, Product version.

   If in the request form you are prompted to install the latest patch for your application, we recommend to do so, as it may help you solve the issue.
   If the issue persists, resume submitting the request.

5. Fill out the rest fields of the form:
   • Support level
     If the request limit of your Premium Support is over, or if a product which is not covered by your plan is selected, you can only create a request to Standard Technical Support.
   • Operating system version
   • Request type
   • Request subtype
   • Request subject
   • Description where you should describe the issue and steps to reproduce it
     Please describe the incident taking into account our recommendations. It will increase the processing speed of your request and reduce the number of additional questions.
     

6. If required, select the Critical incident check box. Carefully read through the Terms and conditions of service for critical incidents and select the check box below if you agree with the terms.
   This option is available only if your contract (MSA) stipulates creating of critical incidents.

7. Click Upload file to attach necessary files.
   If you upload a file to Kaspersky CompanyAccount for the first time, accept the terms of the Regulation on data provisioning.

   You can upload up to 3 files no more than 4 GB each. If the size of the attached file exceeds 4 GB, request an upload link.

8. Click Send request.

Your request will be registered. You will receive the confirmation by email specified in your account. In the Requests menu, you can track the status of your request. Response time of a Technical Support specialist varies depending on your support level.

When encountering a technical issue and reaching out to Technical Support, it is important to provide as much detail as possible to effectively communicate the problem. This allows the engineer to reproduce the problem and find a solution more quickly.

1. Hardware and software information:
   • Operating system.
   • The name and the version of the software or application.
   • Network infrastructure.
     Specify any relevant details about your network setup, such as VPN usage, proxy servers, or firewall configurations.
2. Reproduction steps:
   • Provide a step-by-step guide on how to reproduce the issue.
   • Include specific actions, button clicks, or commands executed.
   • If applicable, mention any specific data or configuration settings used.
   • A video capture or screenshot sequence illustrating the issue can be extremely helpful.
3. Issue description:
   • Describe exactly what happens when you follow the reproduction steps.
   • Include any error messages, system behaviors, or unexpected outputs.
4. Expected result:
   • Explain what you expected to happen when performing the above actions and describe the expected system behavior.
5. Additional details:
   • Mention any relevant hardware specifications, especially if the issue involves performance or compatibility.
   • List any third-party software or integrations that might impact the issue.
   • Provide logs or reports generated by the system or application.
6. Troubleshooting:
   • Outline any steps you have already taken to resolve the issue. Include any temporary workarounds you have discovered.
   • Specify the results of your troubleshooting attempts, even if they were unsuccessful.

When activating an MSA contract, provide a list of contact persons to whom access should be granted in the following format: the employees’ full names, email addresses, and phone numbers. This list will be specified in the issued MSA certificate. The other employees of your company will not have access to Premium Support.

If you do not have access to Kaspersky Premium Support, send a request on standard support terms.

When activating an MSA contract, a list of employees who are granted access to create requests under this support is specified. If you are not in the list, you can not create Premium Support requests.

To get more information, send a request to Kaspersky Technical Support using the guide.

How to view requests

1. In the Created by drop-down list, select All or Me.
2. In the Request status drop-down list, select All.

Requests created as part of Premium Support will be marked with a special icon and include the contract name.

How to filter requests by status

1. Select the necessary status from the Request status drop-down list.

How to find a request

1. Click .

3. Type the request ID and press Enter on the keyboard.
   If the request is present in the system, it will be displayed on the page.

To go back to the previously set filters, click .

The list of Kaspersky CompanyAccount requests shows the status of each request.

• In progress: The request is registered, and the issue is being processed by Technical Support.
• Awaiting your reply: The request is being processed, but Technical Support is asking you for additional information to resolve the issue.
• Resolved (solution provided): The issue has been resolved, and the solution has been sent to you.
• Resolved (no information provided): The request has been processed. The solution had been sent to you or additional information had been requested from you, but no response was received after several days.
• Closed by support engineer: The request was closed several days after providing the solution to you.
• Closed (forwarded): This status is assigned to requests from the category Open Kaspersky Threat Intelligence Portal. It means the request has been transferred for resolution to a responsible department of the company. You will receive the answer by email.
• Cancelled by support engineer: The request is cancelled by a Technical Support engineer.
• Cancelled by customer: You clicked Close the request and closed the incident.
• Cancelled (license or contract expired): The request was cancelled because the license or contract had reached the end of their terms.

It is not possible to reopen a request with the Closed status. This status is final.

To discuss the issue further, submit a new request and specify the previous request number. The support engineer will check the history of the previous request and continue from the point at which it was closed.

Critical (virus) incident means a virus outbreak or abnormal behavior of a Kaspersky product that affects customer’s business continuity. As a result, the following may happen:

• Interruptions in the product’s or customer's operating system(s) normal functioning
• Data loss or breach
• Changing default settings to insecure values or other security issues

The list of critical incidents includes, but is not limited to, the following issues:

• Virus outbreak
• The whole local network (or its critical part) is inoperative
• False positive for the files included in business-essential systems

The Waiting for my response (or Awaiting your reply) request status means that Technical Support needs more information to solve the issue. To respond the request:

1. Sign in to your account on Kaspersky CompanyAccount.
2. Go to the Requests menu.
3. Select the Waiting for my response request status.

4. Select and open the request you need.
5. Click Reply.

6. Enter your response. If required, you may add a file by clicking Upload file.
   You can upload up to 3 files no more than 4 GB each.
7. Click Send message.

1. Sign in to your account on Kaspersky CompanyAccount.
2. Go to the Requests menu.
3. Select and open the request you need.

4. Click Show conversation. The button appears if the conversation history is large enough.

You can close the incident if you have resolved the issue by yourself or the request is no longer relevant.

1. Sign in to your account on Kaspersky CompanyAccount.
2. Go to the Requests menu.
3. Select and open the request you need.

4. Click Close the request.

5. In the window that opens, confirm closing the incident.

To see all the closed and cancelled requests, go to the Requests menu and select Inactive (Closed or cancelled).

You can check files, file hashes, IP or web addresses for threats, malware and viruses using OpenTIP.

1. Sign in to your account on Kaspersky CompanyAccount.
2. Click New request.
3. Select the Open Kaspersky Threat Intelligence Portal category.

You will be redirected to OpenTIP where you can check suspicious indicators for threats. The maximum file size is up to 256 MB.

To manage iOS mobile devices, you should get an Apple Push Notification Service certificate (APNs certificate). You can receive the APNs certificate in Kaspersky CompanyAccount using the CSR signed by you:

1. Sign in to your account on Kaspersky CompanyAccount.
2. Click New request.
3. Select the Request an APNs certificate category.
4. Attach your file in CSR format by clicking Choose a CSR file. The maximum file size is 5 KB.
5. Click Send request.

1. Sign in to your account on Kaspersky CompanyAccount.
2. Click New request.
3. Select the Question about CompanyAccount / Premium Support (MSA) activation category.

4. In the request form, fill out the Subject and Description fields. If required, you may add a file by clicking Upload file.
5. Click Send request.

Your request will be registered. You will receive the confirmation by email specified in your account. In the Requests menu, you can track the status of your request. Response time of a Technical Support specialist varies depending on your support level.

1. Sign in to your account on Kaspersky CompanyAccount.
2. Click New request.
3. Select the Share feedback: compliments or complaints category.
4. Fill out the form:
   • In the Feedback topic drop-down list, select the type of your request.
   • In the Message field, write your opinion regarding the quality of Technical Support.
   • Select the request to which this feedback relates in the Related request drop-down list.
5. Click Send request.

Your feedback will be sent to the Technical Support. After registration of the request, you will get an email notification. In the Requests menu, you can track the status of your request.

If you have administrator permissions, you can view all other users’ requests in Kaspersky CompanyAccount of your company:

1. Sign in to your account on Kaspersky CompanyAccount.
2. Go to the Requests menu.
3. In the Created by drop-down list, select All.

A user with the administrator permissions can:

• Open any request and view its details.
• View the full conversation of a request by clicking Show conversation.
• Respond to any request with the Waiting for my response status and provide with additional information by clicking Reply.
• Close any request by clicking Close the request.

You may receive the following notifications to your email:

• Registration in Kaspersky CompanyAccount
• Password recovery or change
• License adding or removal
• Request registration
• Adding a new user in Kaspersky CompanyAccount (available to users with administrator role)
• Kaspersky Technical Support responses to your requests
• Technical Support Quality surveys after closing the requests
• Auto-replies
• Other notifications

An automatic reply (auto-reply) is sent to you after submitting a new request to Kaspersky Technical Support. Auto-replies are generated based on frequent requests with similar problems and include:

• Tips & recommendations which may help you solve the issue
• List of information that should be provided to Technical Support

After registration of a request, you will get an email notification. The email will contain an ID assigned to your request.

If you want to clarify your request or to send additional files, you may reply to this email without changing the subject of the message.

After your Technical Support request is closed, you will receive a Technical Support Quality survey to your email.

To evaluate the quality of Technical Support, click the desired estimate in the received email, complete the survey form that opens and click Send my response.

If you would like to leave a comment without an estimate, access the survey form via the link in the email, answer the questions and click Send my response.

If you want to change the email address for the account or the account is set up for an employee who has left your company:

1. Create a new account with a different email.
2. To move the data from your previous account to a new one, make a request in the Question about CompanyAccount/ Premium Support (MSA) activation category using these instructions.
3. Delete your previous account.

1. Sign in to your account on Kaspersky CompanyAccount.
2. Click on your username at the upper right corner, next to the Sign out button.
3. Click Reset password in the Reset password section.

4. You will receive an email to the email address used for your Kaspersky CompanyAccount account. Open this email and click Reset password.
5. Enter the new password that must meet the following conditions:
   • Consist of at least 8 characters
   • Contain uppercase and lowercase letters (A-z)
   • Contain at least one special character (!, @, #, etc.)
   • Contain at least one numeral (0-9)
   • Spaces are not allowed.
   Password must not match the email address used as a username.
6. Click Set a password.

To change the first name, last name, country or branch name that you specified when registering in Kaspersky CompanyAccount:

1. Sign in to your account on Kaspersky CompanyAccount.
2. Click on your username at the upper right corner, next to the Sign out button.
3. Change your personal data in the User information section.
   To add or remove a branch, submit a request to Kaspersky Technical Support. Select the Question about CompanyAccount/ Premium Support (MSA) activation category.
4. Click Save changes.

1. Sign in to your account on Kaspersky CompanyAccount.
2. Click on your username at the upper right corner, next to the Sign out button.
3. Go to the Delete my user account section. Select the checkbox and click Delete user account.

4. You will receive an email from Kaspersky CompanyAccount. Follow the link from this email, enter the password for Kaspersky CompanyAccount and confirm the deletion of your account.
   The confirmation link is valid for 7 days.

If necessary, you can register on Kaspersky CompanyAccount again using the same email address. For details, see these instructions.

The first company representative to register on Kaspersky CompanyAccount and add a license becomes the owner of the company account. This user acquires full administrator rights, including the rights to view all other users and their requests, and to delete the company account.

The account owner can grant other users a specific set of administrator rights, but not the right to become the owner of the company account or to remove it.

The administrator can:

• View activation codes for Kaspersky applications used in the company.
• View, edit and close other users’ requests from their company. For details, see this guide.
• Manage other user accounts of their company.
• Receive notifications about adding and removing other users from their company.
• Invite new users to join Kaspersky CompanyAccount.

To change the account owner in Kaspersky CompanyAccount, submit a request to Technical Support by selecting the Question about CompanyAccount/ Premium Support (MSA) activation category. For details, use these instructions. In your request, specify the user account that should become the company account owner.

1. Sign in to your account on Kaspersky CompanyAccount.
2. Click on your username at the upper right corner, next to the Sign out button.
3. In the Company logo section, click Upload file and select the file with your company logo.
   The uploaded file must not exceed 64px in height and 200px in length. Available formats: jpg, jpeg, png, gif.

To change the company name in Kaspersky CompanyAccount, submit a request to Technical Support by selecting the Question about CompanyAccount/ Premium Support (MSA) activation category. For details, use these instructions.

1. Sign in to your account on Kaspersky CompanyAccount.
2. Go to the Users tab.
3. In the Enter an e-mail field, enter the email address of the user you want to invite and click Send invitation.

4. The user will receive an email with the invitation. Within 7 days, the user must click on the link in the message received, fill out the form and click Create.
   If the user with this email has already been added to your or another company's Kaspersky CompanyAccount, you will get a notification.

After the registration, the invited user will be automatically added to to the list of users in your company's account. The administrator who sent the invitation and the company account owner will be notified by email.

The invitation link is valid for 7 days. If the user has not registered in that time, send the invitation again.

To manage user accounts in Kaspersky Company Account, sign in to your account on Kaspersky CompanyAccount and open the Users tab.
You can sort user accounts by last name or filter them by country or branch.

In the Users section, the account owner and administrators can:

• Add new users
• Change user data
• Grant rights to users
• Change passwords for user accounts
• Delete users

1. Sign in to your account on Kaspersky CompanyAccount.
2. Go to the Users tab.
3. Select a user account and click it.
4. Change the user’s data in the User information section:
   • First name
   • Last name
   • Country
   • Branch
5. Click Save changes.

1. Sign in to your account on Kaspersky CompanyAccount.
2. Go to the Users tab.
3. Select the user whose permissions you want to edit and click their login.
4. Select the checkboxes with the required permissions and click Save changes.

1. Sign in to your account on Kaspersky CompanyAccount.
2. Go to the Users tab.
3. Select the user whose password you want to change and click on its login.
4. Click Reset password in the Reset password section.

5. Inform the user that the instructions on how to change the password in Kaspersky CompanyAccount have been sent to their email address.

1. Sign in to your account on Kaspersky CompanyAccount.
2. Go to the Users tab.
3. Select the user account that you want to delete from Kaspersky CompanyAccount.
4. Go to the Delete user account section and click Delete user account.

After you delete the company:

• All the licenses associated with the company account will be removed.
• The users of the deleted company will not be able to create requests.

To delete the company account from Kaspersky CompanyAccount:

1. Sign in to your account on Kaspersky CompanyAccount.
2. Click on your username at the upper right corner, next to the Sign out button.
3. Go to the Delete company account section and click Delete company.

4. You will receive an email. Follow the link from this email, enter the password for Kaspersky CompanyAccount and confirm the deletion of your account.
   The link to confirm the account deletion is valid for 7 days.

After entering the password, your company account will be deleted from Kaspersky CompanyAccount.

If an employee who was the owner of the company account in Kaspersky CompanyAccount is no longer working in the company and has not transferred the rights to another employee, submit a request by selecting the Question about CompanyAccount/ Premium Support (MSA) activation category. For details, use these instructions.

Specify in your request:

• The full name and email address of the user to become the owner.
• The reason for changing the owner.
• Attach a formal application with the organization's stamp.