This really shouldn't be difficult, but it is

[Scotch 1]

Hello,

I'm trying to purchase a license, that's all. I sent the below to Customer Service, but if it goes like the last time I sent a request, I imagine that I'll hear nothing from them. Thank you for your time.

"There is no provision for me to purchase"
"There is no place anywhere for me to purchase a license, and the links you provide for help are for Windows machines. Awesome. My software hasn't updated since January because I don't have a license, and the update number is from 2019 anyway.

At the beginning of the month I sent a message to an admin in your forum who was offering to help users with similar problems, but they still haven't replied. About a week ago, I sent a message to Customer Care (just like this one), and still have not received a reply. I have been a loyal customer of Eset since 2009, but my patience is being tested here. I am trying to pay for a license, please help."
system = Linux
distribution = 5.3.0-28-generic
architecture = 64-bit
kernel = #30~18.04.1-Ubuntu SMP Fri Jan 17 06:14:09 UTC 2020
processor = Intel(R) Celeron(R) CPU 1017U @ 1.60GHz (1596 MHz)
memory = 7842 MB

 

[Marcos 5,267]

Quote

At the beginning of the month I sent a message to an admin in your forum who was offering to help users with similar problems, but they still haven't replied.

Do you remember who did you contact? I've checked my message box and there was no message from you so I assume it was somebody else. Also after contacting customer care you should have received a confirmation email with a ticket ID. Please provide the ticked ID so that I can ask colleagues in the US to check the status of the ticket.

[Nightowl 206]

17 hours ago, Scotch said:

Hello,

I'm trying to purchase a license, that's all. I sent the below to Customer Service, but if it goes like the last time I sent a request, I imagine that I'll hear nothing from them. Thank you for your time.

"There is no provision for me to purchase"
"There is no place anywhere for me to purchase a license, and the links you provide for help are for Windows machines. Awesome. My software hasn't updated since January because I don't have a license, and the update number is from 2019 anyway.

At the beginning of the month I sent a message to an admin in your forum who was offering to help users with similar problems, but they still haven't replied. About a week ago, I sent a message to Customer Care (just like this one), and still have not received a reply. I have been a loyal customer of Eset since 2009, but my patience is being tested here. I am trying to pay for a license, please help."
system = Linux
distribution = 5.3.0-28-generic
architecture = 64-bit
kernel = #30~18.04.1-Ubuntu SMP Fri Jan 17 06:14:09 UTC 2020
processor = Intel(R) Celeron(R) CPU 1017U @ 1.60GHz (1596 MHz)
memory = 7842 MB

 

What is the problem of buying another NOD32 AV license?

You are not receiving the Username and Password to put for v4?

[Scotch 1]

On 2/16/2020 at 2:59 PM, Marcos said:

Do you remember who did you contact? I've checked my message box and there was no message from you so I assume it was somebody else. Also after contacting customer care you should have received a confirmation email with a ticket ID. Please provide the ticked ID so that I can ask colleagues in the US to check the status of the ticket.

Hi Marcos,

I sent a message to Peter Randziak here on the forums, but it appears he hasn't been logged on since then. I have no idea where the messages I sent from the app itself went, however.

I have not received a confirmation e-mail from either time I sent my request.

Thank you for your time.

[Scotch 1]

On 2/17/2020 at 7:12 AM, Nightowl said:

What is the problem of buying another NOD32 AV license?

You are not receiving the Username and Password to put for v4?

Hi Nightowl,

I uninstalled/reinstalled to try just that, but the purchase option isn't working. The second time I tried to purchase, it seems like nothing happened. I could try it *again*, I guess.

Thank you.

[Nightowl 206]

5 hours ago, Scotch said:

Hi Nightowl,

I uninstalled/reinstalled to try just that, but the purchase option isn't working. The second time I tried to purchase, it seems like nothing happened. I could try it *again*, I guess.

Thank you.

Buy through your browser , not the software , you may or may not receive a username among the cd-key , if you only received a cd-key , you will need to convert it to username and password , an ESET staff can help you with this

Edited February 22, 2020 by Nightowl

[Marcos 5,267]

We have recently discovered a problem sending customer care requests from the built-in form in ESET NOD32 for Linux desktop. I would recommend contacting ESET LLL via the web form or phone. We are working on a resolution to make the internal form work.

We apologize for the inconvenience.

[Scotch 1]

OK, so I bought the software through the website. When I go to add my username and password, all I'm given is a username and license key.

Even though the shopping page where the buyer gets to choose their software option shows that ALL THREE (NOD32, Internet Security and Smart Security Premium) offer Linux support, and I did add NOD32, did adding password protection push me up to Internet Security, and therefore out of NOD32 and Linux software? It certainly looks that way. When I clicked the link to download my new software, it took me to the Windows software. This is ridiculous.

Thank you both.

[itman 1,746]

As far as I am aware of, there is only one version of Eset available for Linux and it is NOD32: https://www.eset.com/us/home/antivirus-linux/

Once you purchase the software, you should be able to download it. It should install w/o any need to install a license key. You should shortly thereafter receive an e-mail from Eset that contains your license key in the event you ever need to reinstall the software. If you are a first-time Eset user, I believe the e-mail will also contain a password. That password is only needed when accessing the Eset user account web site if you want to manage your existing Eset licenses online. The only reason for accessing the web site would be to upgrade to a different Eset product which is N/A for NOD32 for Linux, add additional licenses to the product you previously purchased, or to renew your existing license.

Edited February 23, 2020 by itman

[Scotch 1]

1 hour ago, itman said:

As far as I am aware of, there is only one version of Eset available for Linux and it is NOD32: https://www.eset.com/us/home/antivirus-linux/

That's what I thought, too, but they show it like this - NOD32 is on the far right:

It appears that they are saying all three versions protect Linux. If it isn't saying that, it isn't clear at all. Nevertheless, I ordered NOD32, then added what I thought was a module for password security, not a whole different software version. This is not made clear on the purchase page. All of that would have been eliminated if Eset asked which OS I'm using first. It looks like I'll be contacting customer support for a partial refund and a new license.

 

Quote

Once you purchase the software, you should be able to download it. It should install w/o any need to install a license key. You should shortly thereafter receive an e-mail from Eset that contains your license key in the event you ever need to reinstall the software.

That it didn't work in that way is why I'm here. It installed fine, but didn't allow me to purchase through the app. Perhaps that issue is related to the problem with getting help directly through the app.

Quote

If you are a first-time Eset user, I believe the e-mail will also contain a password. That password is only needed when accessing the Eset user account web site if you want to manage your existing Eset licenses online. The only reason for accessing the web site would be to upgrade to a different Eset product which is N/A for NOD32 for Linux, or possibly to add additional licenses to the product you previously purchased.

I have purchased the Windows version in the past, but never the Linux. It seems like the Linux experience is half-baked, especially when the links from the software send you to the help page for Windows, and Linux information is sort of shoved back in the corners of the website, so to speak.

Edited February 23, 2020 by Scotch
Edited for clarity

[itman 1,746]

If you are really located in the U.S. when you click on the link I posted, the below screen shot is what should be displayed. There are no such options on the web page as you have posted in your screen shot. The screen shot you posted is for Internet Security options which only exist for Windows. Note the link shown in your screen shot:

Edited February 23, 2020 by itman

[Scotch 1]

55 minutes ago, itman said:

If you are really located in the U.S. when you click on the link I posted, the below screen shot is what should be displayed. There are no such options on the web page as you have posted in your screen shot. The screen shot you posted is for Internet Security options which only exist for Windows. Note the link shown in your screen shot:

I am in the US, and you're right that the link works just as you say. Of course, I have yet to access that link from within the site, only from an external link, like Google, or the one you added. Correction: I just found a link almost all the way down at the bottom of the home page - it's a Tux logo. But down at the very bottom of the page, there are links for other OSes (Win/Mac/Android), but no mention of Linux. It's like they either don't care, or don't want you to find it while looking around the site.

I guess one has to be pretty careful that they are purchasing NOD32 for Linux, not for Windows - same name, but apparently a different license... but not really because they say the "License can be transferred to Windows or macOS operating systems." Maybe it's an IQ test, and I failed. Silly me, I just wanted some protection for my computer.

[itman 1,746]

Where the confusion kicks in on Eset licensing options is they offer a multi-device license option: https://www.eset.com/us/home/multi-device-security/ . This license allows you to install Eset on any device where a supported product version exists.

To add to the confusion depending on where you reside, Eset marketing in that country might offer a multiple pack option; usually up to 5 devices. So the result is a multi-device and multi-license subscription which allows any Eset product to be installed on up to 5 supported devices. The key to keeping all this straight is that Eset products have built-in restrictions; e.g. NOD32 has an option for Windows and Linux. The other Eset desktop products only support Windows. And obviously, the Eset mobile version is for Smart phones. 

[Scotch 1]

It would be so much simpler if Eset would just ask questions before you buy. Nothing crazy, just ask about OS, how many devices, what level of protection, etc. That way, buyers wouldn't do something stupid, like buy the wrong software. *ahem* The irony to me is that the experience I've had resembles how Microsoft makes simple things like finding information on correcting problems -- or even sometimes products you want to buy (!) -- difficult because they put the information somewhere stupid, and/or forgot to tell the user where to find it. Yet, my experience with Eset's Windows and Android products over the better part of a decade has been completely drama-free.

Thank you, by the way.

[Nightowl 206]

15 hours ago, Scotch said:

It would be so much simpler if Eset would just ask questions before you buy. Nothing crazy, just ask about OS, how many devices, what level of protection, etc. That way, buyers wouldn't do something stupid, like buy the wrong software. *ahem* The irony to me is that the experience I've had resembles how Microsoft makes simple things like finding information on correcting problems -- or even sometimes products you want to buy (!) -- difficult because they put the information somewhere stupid, and/or forgot to tell the user where to find it. Yet, my experience with Eset's Windows and Android products over the better part of a decade has been completely drama-free.

Thank you, by the way.

If I am not mistaken , Your Windows nod32 license can work fine in Linux , the only trouble you have is that v4 is legacy product and doesn't use the cd-key option , which you need instead a username and password , like ESET used to work before with usernames and passwords for licensing , they have changed by sometime I don't remember when.

[Scotch 1]

Update: I finally found the time during Eset's business hours to request a refund, which they did. I bought a NOD32 license, instead of the Internet Security (which my order for NOD32 became after I added some kind of module Eset recommended), and all is well. Thank you for your help!

[Marcos 5,267]

With an ESET Internet Security license you should be able to download and update also NOD32 Antivirus for Linux desktop.

[Scotch 1]

I tried that. Perhaps I did something wrong, but if I remember correctly, NOD32 asks for a Username and Password, and Internet Security asks for Username and License Key. Anyway, I paid for an extra module to be added, and since I couldn't use it, I wanted that credit back.