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Jess M.
Jess M., Computer Support Specialist
Category: Software
Satisfied Customers: 571
Experience:  Computer Software Support specialist for more that 10 years
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I just purchased Total Security and iam having difficulty

Customer Question

Hi Pearl, I just purchased Total Security and iam having difficulty activating.
JA: What kind of computer do you have?
Customer: Intel pentium . Windows 7
JA: Have you installed any updates recently?
Customer: Yes
JA: Anything else you want the software expert to know before I connect you?
Customer: No, just how to activate
Submitted: 3 months ago.
Category: Software
Expert:  Lorenz Vauck replied 3 months ago.

Dear Client,

I am sorry to hear about that problem. My name is***** am a computer expert with 17 years of experience and will help you as good as I can.

Can you please first let me know which exact problem you are having with the activation? Is it showing any kind of error message to you or can´t you get to the activation at all?

Please reply in the box below (there are no additional costs associated with this, you can reply as often as you wish).

Thanks for your patience and best regards,

Lorenz Vauck

Customer: replied 3 months ago.
I recived an email with activation code but when i click on link to activate nothing happens. I have previous version of Internet Security and have upgraded to Total security 2017
Expert:  Lorenz Vauck replied 3 months ago.

Did you enter the code you´ve received via email into Kaspersky already?

Customer: replied 3 months ago.
No, how do i enter code? there are no prompts
Expert:  Lorenz Vauck replied 3 months ago.

May I remotely connect to your computer, so that I can do it for you while you can relax and watch me doing it on your screen? This is a very safe option too because JustAnswer is an A+ accredited business with the BBB, you will be watching your screen and we will chat there as well so that you will always know what I will be doing next while fixing the problem.

Customer: replied 3 months ago.
Why can't you just let me know how to activate your product? It seems silly to pay AU$55 when the product only costs me $41.95. copy of order attached
Expert:  Lorenz Vauck replied 3 months ago.

I absolutely understand, but we are not Kaspersky, we are independent computer experts and need to be paid for our work, as you might understand? Is that fine with you?

Customer: replied 3 months ago.
Well. Kaspersky should be paying you !
Expert:  Lorenz Vauck replied 3 months ago.

But they don´t, unfortunately. So what should we do? Continue or refund?

Customer: replied 3 months ago.
no thanks, ***** ***** $5 thankyou