ESET Mobile Security Free on my new Samsung cell

[Ed Spurrell 2]

@Marcos I don't understand how the SamsungS10e is linked to the ESET Mobile Internet security For Free account because if you click on the "License" you will get a display of 2 licenses but the Mobility shows the Mobility license is available but 0 in use. So how can the SamsungS10e be linked to the mobility license if there are no devices listed in the Mobility license? When I click on "add device" I cannot add the SamsungS10e. That is my issue.  Before there was one device listed and it was the old Samsung phone.

[Marcos 5,074]

41 minutes ago, Mr_Frog said:

I think there are still many problems with MyEset.  For myself, the EIS license status is available, even though it is clear that I have activated it on my laptop and have used it for more than five years.

Please do not hijack someone else's topic but rather create a new one in which we would discuss your issue. It is not clear what you mean by "EIS license status". Windows consumer products first started to communicate just recently, as of version 14.2. If you are having certain issues with my.eset.com, create a new topic please.

[Ed Spurrell 2]

@Marcos Also at 11:40pm last night I got an email saying I didn't finish my content. So I just opened it and followed the link and had to create another account. I assumed I done something wrong when filling out the tech report on the SamsungS10e a few days ago, but was this forum sending me a email and not tech support that replied. So now I have 2 accounts here. Please delete the one I just created. I created it with username " EdSpurrell ". Please do not delete the " Ed Spurrell " account. For the new one I just removed the 'space' between the Ed Spurrell ok

It is possible the Mobile license you are seeing which is showing under the list of devices (6) is the one that got generated when I installed the mobility app on the SamsungS10e when I attempted to add it to the myESET account. I didn't want it to create a new license. I wanted it to add the SamsungS10e to the existing Moble Internet Security For Free license. itman suggested for me to disconnect(delete) the old Samsung phone and add the new one. Should have worked but that's when I started to have this issue. Now I am assuming only tech support can remove the free license assigned to the SamsungS10e and add it to the existing license that is still active. Hoping so anyways.

Greatly appreciate your help here.

[Marcos 5,074]

Your new account has been removed.

As for your ESET Mobile Security licenses, all were trial / free. I've found the following ones registered to your Gmail address:
3AJ-2K4-BSA (expired)
3AJ-BE7-ES3

Then there is one registered to your hotmail.com address:
3AF-VE6-XDA

Your EIS for Windows license 33B-C79-NNF is registered to the @nf.XXXXXXXXXX.ca email address.

In my.eset.com you now see two licenses:
3AF-VE6-XDA
33B-C79-NNF

Is 3AF-VE6-XDA the one you see under License in the main menu of your ESET Mobile Security on your current mobile phone? Normally there is no reason to add trial/free licenses to my.eset.com. Also each time you install a freemium version on a new phone you receive a new freemium license so you don't have to re-use the freemium license from previous phones.

[Mr_Frog 14]

2 hours ago, Marcos said:

It is not clear what you mean by "EIS license status".

I mean license activation status in myEset. You can see from the picture i attached:

Used : 0

Available: 1

in fact i have used this license and yes the version i use is the latest version 14.2.24 and i connected it to myEset, but you can see the status of usage in myeset is still 0.

 

Thank you.

[Ed Spurrell 2]

The one on the SamsungS10e is 3AJ-BE7-ES3. That is my problem it seems. If I delete the app and reinstall it through myESET account it will not accept the hotmail account, only the gmail account. I go through the motions to setup the hotmail account and it says done. then I click on open and it starts the email setup all over again.  Select gmail which is the first option and I can open the mobile app.

The 3AJ-BE7-ES3 was created when I followed itman's instructions to add the SamsungS10e to the existing mobile license 3AF-VE6-XDA.. And I could not use my hotmail account to open ESET mobile app, but would only accept the gmail account.  The 3AF-VE6-XDA is the free license I wanted to add my SamsungS10e to considering I reset my old Samsung phone and sold it. That free license is good until 2039. I do not want to lose that license. I just wanted to transfer that license to the new SamsungS10e. Why is it I can't add a device to the 3AF-VE6-XDA which has 0 devices in use?

If you want I can send you a message with a pic attached i took before I disconnected the old Samsung phone to show which one was in use originally. I took the screen shot just in case something like this would happen and could show what was there first.

The big question is: how do I remove the 3AJ-BE7-ES3 and replace it with 3AF-VE6-XDA?

[Ed Spurrell 2]

Well I got a reply from tech support on the ticket I sent in.

Here is the reply:

Thank you for contacting ESET North American Customer Support, 
 
You can manage your license through your MyESET account on my.eset.com.
 
Thank you for using ESET security products,
 
ESET Technical Support
 
North America

 

Geez that was so helpful. Why would tech support reply with a answer like that?

So I sent back a full detailed reply about the issue. Lets see what will come from that

[LesRMed 23]

7 minutes ago, Ed Spurrell said:

Why would tech support reply with a answer like that?

I've said it before, and I'll say it again, because ESET's North America support team sucks! I've sent in very detailed info about problems I've had in the past, and usually 2 to 3 days later I get some BS response just like you did. 

[Ed Spurrell 2]

I hope I get a good reply this time

[itman 1,659]

Appears to me what is going on in this thread is "boss, what we have here is a failure to communicate."

@Marcoshas repeated stated in this thread that free mobile Eset licenses should not be added to a my.eset.com account. The purpose of my.eset.com account is to manage paid Eset licenses.

[Marcos 5,074]

This case is extremely difficult to check plus we are talking about adding freemium / trial licenses to my.eset.com which is not something that users should do. I've spent 1-2 hours today on this case even though it's related to a trial license so I can understand the support personnel at ESET LLC that they replied with a very simple answer for a start. Whether it was correct or not, I cannot judge without knowing the query you submitted.

The freemium license 3AF-VE6-XDA was issued on Jan 25, 2019 when you installed ESET Mobile Security freemium on the previous phone. This license was supposed to be used only on this phone and should not have been added to my.eset.com.

After getting the new S10 phone, I assume you installed ESET Mobile Security which was activated using a brand new freemium license automatically. A full version was not activated; at least no full license of ESET Mobile Security is registered to any of your email addresses.

The fact that the license 3AF-VE6-XDA reads used: 0, available: 1 could be caused by the fact that the freemium version of EMS was uninstalled from the previous phone either by you or by the new owner of the phone.

Also I've checked activation requests for license 3AF-VE6-XDA in the last year and found failed activations since Aug 16 which were failing due to incorrect product; the product sent "ESET Mobile Security For Google Play" in the request which failed with an error "invalid license", most likely because the license was issued for "ESET Mobile Security For Free".

Please provide the public license ID that is shown under License in the main menu of ESET Mobile Security on your current S10 phone.

As for removing licenses from my.eset.com, currently only expired, cancelled or leaked licenses can be removed by users: https://help.eset.com/my_eset/en-US/overused_license.html?remove_license.html

[Ed Spurrell 2]

Thank you for the reply. Greatly appreciate your work on my issue with the MyESET account and my SamsungS10e.

I have no control over the MyESET app as to which devices are added. I actually had to add the paid license for my desktop computer. The only entry in MyESET account when I first logged in was the Mobility Internet Security For Free. I added the desktop license after posting here in this forum. Now when I log in and open licenses I get both displayed. I have paid for ESET way back since NOD32.  But i am assuming because the Mobility license was classified as a 'Paid' version then it got added.

The fact that the license 3AF-VE6-XDA license was offered as freeware at that time does not mean that it is not a valid license. I download applications that are offered from many software developers for free and get a license key for them. ESET being one of them. Considering it showed as a Paid version of Mobility Free in MyESET  then I feel I should have the right to transfer the license to another device because the option is there to disconnect a device and add another. In the MyESET Mobility License 3AF-VE6-XDA is shows 1 available but I cannot see it or add one. Why have the option there to add a device if a account owner cannot add one.

In previous posts I made in this thread I have posted the Public ID on the SamsungS10e is 3AJ-BE7-ES3.  That is the one generated when I installed the mobility app on the SamsungS10e.

cheers

 

[Marcos 5,074]

We have removed the freemium license 3AF-VE6-XDA from your my.eset.com account. Now you have the EIS license there as well as the freemium license 3AJ-BE7-ES3 associated with your S10 phone.

[Ed Spurrell 2]

Thank you very much Marcos for all your work you have done for me. I can see the SamsungS10e in the MyESET account and in use on the Mobility free display. I opened my ESET app on the Samsung and the old 3AJ-BE7-ES3 was still showing there and an alert saying that was not valid. So I went in to the 'license' tab and entered the registered key. It failed to change to the registered key so I uninstalled ESET mobility. I downloaded again from the google store and proceeded to install again. The very same thing is happening again. I select install and I get the "welcome to ESET Mobile security' screen. Select country and language. When I get to 'select your email address' i choose 'add account and go through the process of setting up the hotmail account. all goes well and the app closes. then I click on the app icon and it opens to "welcome to ESET Mobile security screen and i have to do all over again. I refuse to select gmail again because it will generate a new key (public ID) and I will have to uninstall all over again with tech help. I went to download from ESET site on my computer and a help chat popped up. I asked if they could give me a link to download eset mobility app besides using google store. What did that rep do? Only send in a ticket for tech support to assist me again. Just lovely.

I have been beating this issue all week. I am tired and stressed out with this and going to take a break from this.

thanks again

[itman 1,659]

1 hour ago, Ed Spurrell said:

I downloaded again from the google store and proceeded to install again. The very same thing is happening again. I select install and I get the "welcome to ESET Mobile security' screen. Select country and language. When I get to 'select your email address' i choose 'add account and go through the process of setting up the hotmail account. all goes well and the app closes. then I click on the app icon and it opens to "welcome to ESET Mobile security screen and i have to do all over again. I

Here's the instructions for installation via Google Play download: https://support.eset.com/en/kb2997-download-and-install-eset-mobile-security-for-android . Although not explicitly stated in the instructions, I believe the problem is you are trying to set up an account using a hotmail e-mail address and a Google Play download requires a G-mail e-mail address be used:

Quote

Google Play: to download ESET Mobile Security from Google Play you must have a Google Play account. Your Google Play license purchase will allow you to download and install ESET Mobile Security, ESET Parental Control or ESET Smart TV security on up to 5 separate devices using the same account email.

 

Edited August 20, 2021 by itman

[Ed Spurrell 2]

@itman thanks for the reply. Yes I was doing that several days ago and today when I attempted to reinstall ESET Mobility again and my only option was to use the google play download. So I went to the ESET main web site to try and find a version that was not connected to Google. That didn't go as planned. finally I found APKPure and installed it and then from there I downloaded ESET Mobile Security apk 26.94MB. When I clicked on install from APKPure it brought me to the "Welcome to ESET Mobile Security" screen with country and language. When I got to the page to enter email to use with this install once again I am getting the default gmail account. or choose another. I proceed to enter my hotmail account and and all goes well and finishes. when I open ESET Mobile app it gives me the same screen "welcome to ESET Mobile Security" It will not just open ESET app. I don't know what else to do. I am sick and tired of this continuous loop the installation is giving me. Why would the gmail email option be in the apk file i downloaded from APKPure application? If you can go back and read all I have posted here and the many attempts to get this right, you will understand how frustrating this is at this point. I am very close to just dropping ESET and moving on. The physical effort is not worth the mental stress this has caused me for something as simple as installing a app. I have never had this problem before when installing ESET mobile app on other phones I have over the past years.

I am no further ahead than when I first started this issue. Now I have the SamsungS10e attached to my MyESET account but can't install it on my phone with my hotmail account. This is so sad

Greatly appreciate all the help and suggestions I am getting from this forum.

No cheers today only tears

[itman 1,659]

18 minutes ago, Ed Spurrell said:

I don't know what else to do.

Create a GMail account. Then use that account when installing Eset Mobile.

[Ed Spurrell 2]

I have a gmail account but it is not associated with MyESET account which has both my desktop license and mobile free license on it and finally after several days is displayed properly, so it will not work. I can't change the lic key if i set it up with a gmail account. Are you suggesting I set up and new MyESET account with my gmail account?

 

Thanks for the reply

 

[Ed Spurrell 2]

19 hours ago, LesRMed said:

I've said it before, and I'll say it again, because ESET's North America support team sucks! I've sent in very detailed info about problems I've had in the past, and usually 2 to 3 days later I get some BS response just like you did. 

I hear you. The last 2 replies from the support tech by email was totally useless to my issue. They must be replying to another ticket and not mine. I just don't understand it.

I am getting more help from this forum than the actual tech support.

[Ed Spurrell 2]

Oh my I just got another reply from tech support with the following statement:

Your license has been deactivated which seems to be causing the issue. We will submit a ticket with our developers to reactivate the license. 

If tech support don't get on track with this issue I fear they will delete my Eset license on my desktop computer which is critical to me . Looking into MyESET account both licenses are active and no problems.

Now I am stressing more after that reply. Geez I can't wait for this to be over.

 

[itman 1,659]

I know what the problem is here with a free Eset mobile security installation w/o desire for a 30 day trial. It is the unbelievably poor description on how to do so given in this article: https://support.eset.com/en/kb2997-download-and-install-eset-mobile-security-for-android?ref=esf .

I am not even going to try to explain how to perform the above since it will be misinterpreted. Hopefully, Eset tech support can straighten things out for you.

What I will post is this. You don't need a my.eset.com to activate a paid version of Eset. All that is required to activate an Eset product is a valid Eset license key. As such, deletion of an existing my.eset.com account has no effect on an existing paid Eset license version activation status.

Edited August 20, 2021 by itman

[Ed Spurrell 2]

Thank you for the reply itman. The help here is great!

Just an update. I was just watching a show on tv and the SamsungS10e promoted an alert. I looked at the phone and it said my license was deactivated. I went into the settings of MyESET and for some weird reason MyESET detected my old samsung tablet reader (which I have no antivirus protection on) was added  to the MyESET Mobile license. I did nothing to enable that. I then had to remove that device and then remove the SamsungS10e and add it it again to remove the error on my phone. This MyESET which is fairly new to me is causing more problems that I really want lol.  This is driving me crazy.

I selected "solved" on this post earlier because I wanted to be finished with it. If this bug continues to irritate me I will remove all traces of ESET.

 

Thank you and Marcos for all your valuable help.

cheers

[Marcos 5,074]

It was me who removed the old freemium license 3AF-VE6-XDA created in 2019 on your previous phone and S10 was the device that I kept in the device list. At least this is how understand it - 3AJ-BE7-ES3 is your latest freemium license that you activated on S10. It's registered to your gmail address. However, you should abandon it and not re-use it if you reinstall ESET Mobile Security freemium. A new freemium license is generated whenever you install EMS and don't use a paid license key for activation.

To sum it up, here's how to install ESET Mobile Security properly:
1, Do not use the APK file from ESET's website but install EMS from Play Store

2, When asking about the email address, tap Cancel twice. This will enable you to enter also other then a Gmail address. However, we recommend using the Gmail address set up in your Android Gmail account, especially if you plan to purchase a full license for EMS in the future which would make purchasing and license renewal seamless.

Tap Next to confirm the email address; do not tap "I already have a license".

3, Abandon the freemium licenses 3AF-VE6-XDA and 3AJ-BE7-ES3 that were generated in the past, do not attempt to re-use them.

[Ed Spurrell 2]

Thanks Marcos. It was long after you removed the old license 3AF-VE6-XDA that this happened. Well after that weird mishap last night with the samsung tablet which i use only for reading ebooks, all is working with the 3AJ-BE7-ES3 on the S10e. So I am not touching anything on my end lol. I plan to test for a while and see how the mobility app works on the S10e. Woke up this morning and MyESET never tried to install anything on my old tablet again so I am good to go. 15 hours ago is when that happened. Not sure if you deactivated the license at that time. If so then that's when I got the alert.

Greatly appreciate all your help

cheers