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Andy
Andy, Computer Consultant
Category: Computer
Satisfied Customers: 5316
Experience:  11yr exp, Comp Engg, Internet expert, Web developer, SEO
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I was alerted online that my program was due to be renewed.

Customer Question

I was alerted online that my program was due to be renewed. I did the renewal procedure online, paying $64.10 on 3/27/16 thru my Discover card ( info in your records). I've verified that the payment was processed and cleared but discovered today that my license has expired. What do I need to secure my service again. The original program was purchased when I bought my computer in 2013. The activation code was QRBYS-FUMFE-W79TH-P5MNA and the H&R Block At Home Delux activation code was TZDQ-HFWQ. I have renenewed continuously each year since with no problems. Please help me recover this service right away. Thank you. *****
JA: Good tech support is often the difference between a quick fix and many sleepless nights. The Computer Technician I'm going to connect you with knows all the tricks and shortcuts. Anything else I can tell the Computer Technician before I connect you two?
Customer: Guess not unless you tell me something else they need to know.
JA: I'm sending you to a secure page on JustAnswer so you can place the $5 fully refundable deposit now. While you're filling out that form, I'll tell the Computer Technician about your situation and connect you two.
Submitted: 7 months ago.
Category: Computer
Expert:  arsufi2002 replied 7 months ago.
Hi,My name is***** am sorry to hear that you have this issue, I look forward to assisting you today with your question and providing the best answer possible.Please save this page to favorites( ctrl + d) so that you can reconnect in case you get disconnected
Expert:  arsufi2002 replied 7 months ago.
By the way, what's the program name?
Customer: replied 7 months ago.
I'm sorry I don't know what you mean by "program name".
Expert:  arsufi2002 replied 7 months ago.
I mean the application/software name which you have paid for?
Customer: replied 7 months ago.
Do you mean Kaspersky Lab US.?
Expert:  arsufi2002 replied 7 months ago.
Is that you renewed the license for Kaspersky software?
Customer: replied 7 months ago.
Yess I renewed after reciving a promt from Kasperski of the expiration. I renewed online and paid on 3/27/2016 and the payment has cleared.
Expert:  arsufi2002 replied 7 months ago.
ok,Have you received activation code after renewal?
Customer: replied 7 months ago.
Not since I renewed in 2015.
Expert:  arsufi2002 replied 7 months ago.
fine, what information are there from Kasperski receipt mail?
Customer: replied 7 months ago.
I've not received any information from Kasperski since I submitted my payment on 3/27/16 but the payment I submitted at that time has cleared. I learned it was no longer active whem I just happened to check my Kasperski icon this morning
Expert:  arsufi2002 replied 7 months ago.
Do you know kasperski web page login credentials?
Customer: replied 7 months ago.
No,
Expert:  arsufi2002 replied 7 months ago.
At time you made payment it worked, is that right?And is it after system reboot/restart the message reappear
Customer: replied 7 months ago.
I was assuming that it automatically reactivated but don't really know if it was. I got the message this morning when I turned my computer back on (is that reboot/restart?) that's when I clicked the icon and got the message.
Expert:  arsufi2002 replied 7 months ago.
Is it possible to start a remote session with your computer as it better helps to know the issue and can work with you in real time
Expert:  arsufi2002 replied 7 months ago.
If you are ok, you may download and run below tool on your computerhttp://www.justanswer.com/remotedesktop/join.aspx?Session=416afdf3-2403-4b97-ab4f-78ac6bd33aae1: Click Above link2: Click "I Agree"3: Click "Download"4: Double click downloaded file to run the tool
Customer: replied 7 months ago.
I don't know how to do that. Would I have to check"securly connect" as shown above and commit to the $26 fee?
Customer: replied 7 months ago.
I received your directions of 12:48. does that commit me tp pay a $26 fee?
Expert:  arsufi2002 replied 7 months ago.
I am offering this service just for 10$. You may pay me afterwards
Expert:  arsufi2002 replied 7 months ago.
You may run the tool from above post
Expert:  arsufi2002 replied 7 months ago.
Let me know once you have done this
Expert:  arsufi2002 replied 7 months ago.
Are you there..Let me know if you have any trouble using the tool
Expert:  arsufi2002 replied 7 months ago.
Are you still there
Expert:  arsufi2002 replied 7 months ago.
If you don't want to use remote desktop, please let me know
Customer: replied 7 months ago.
I no longer require your assistance, I was able to find a phone # ***** Kasperski customer support and was able to speak to a live person who corrected my problem very quickly. It was an in-house Accounts Recievables error and I should have never been directed to you. Thank you anyway for your efforts to help me.