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My ESET Smart Security 9 is about to expire and I can't renew it... I click the renew license link through the SS's main page and it sends me to my web browser which tells me "That username or license key is not recognized by our system "   

 

I contacted live support, and the guy tells me that there is an internal issue and to phone the support line. Your support line is only open Mon-Fri 8-4:30pm, I work the same hours, and I'm not taking time off to renew something that should be so simple! Should I just be buying a new antivirus program, or is this problem going to be resolved in the next day or so?

 

I question how well my system is being protected when a simple renewal system is beyond ESET's ability to repair! What happen to you ESET? I use to swear by your antivirus, now you can't even protect my email on Windows 10, or at least provide the data to view under your program... see my other posts from a near a year ago, that still haven't been resolved.

 

Maybe you can help someone else by replying to this...

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  • ESET Staff

Hi @Kosd,

 

First tell us which are your country and if you have a ESET Public ID (you can find in "About ESET" of "Help and support").

 

  Please not mention your license credentials (not EAV-, not password or license key ABCD-***-***-)

 

The time for renewal depends on many factors (as life it is too) however in our country is very fast (hours or within the day,

some cases within the hour).

 

If you already have a license you don't need to buy a new one.

 

AFAIK, your system is still protected by ESET, just is not downloading the last modules and virus definitions. Nevertheless

the ESET Live Grid is on and working even with no updates. You are protected! :)

You can calm now.

 

In the case you have a problem with the "who" you buy the product, I can escalate to an upper rank on hierarchy.

But let the things for now go on normal channels. reply the info pls.

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I'm in Canada, my licence will expire in 8 days, and I can't renew because of what I said initially. I followed the path you said and I show no "ESET Public ID", do you maybe mean "Help and Support--->Details for Customer Care ---> License ID"??

I know my Username, License Key & password ,but the auto renewal won't recognize my Licence or Username.

 

Also why would the guy from live chat tell me there are issues with the auto renewal, and you are suggesting otherwise?

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  • ESET Staff

Hi @Kosd,

 

Then I conclude the product installation goes wrong somehow, not fault from

your part at all.

 

Do you try to contact them by the web form?

 

  https://www.eset.com/us/support/contact/

 

I never use the "auto-renewal" option, because I don't like it and prefer

the human touch even by mail.

 

Let me put in this way...

 

From my experience each country (in other companies and products) different ways

to do the things, from support to renewal things.

 

In the past I found some guys from the call center who mention 1 way to do

something which is not the correct or the best one.

 

What I try to say is, some call centers doesn't the right answer, so you have

to use another channel to achieve your goal.

 

I suggest you try the web form. :)

 

Added to above:

If you have the credentials, I suggest you uninstall, reboot and install again.

Perhaps that fix the "renewal" button you want to use.

If use ESET Smart Security, remember: with every new install there is a new

Anti-theft ID, so you have to link again.

Edited by Gonzalo Alvarez
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I've contacted ESET by email, and they just give me a default answer to call them... I don't have a problem calling for the help, but their call center is only open the same hours that I work, and I'm not taking time off to buy something.

 

I've tried all avenues to get support, without having to take time off work to call them, but ESET doesn't seem to care, after all i'm just one customer.

 

Thanks for the help anyway Alvarez

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North American support ... Hours of phone support: 6:00am - 5:00pm Pacific Time [GMT-8], Monday - Friday

Call: +1 (619) 630-2300 in San Diego, CA USA

So they are open 11 hours a day.

Edited by TomFace
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  • ESET Staff

Any time @Kosd, :)

 

Sorry and sad to heard they don't give another way to renewal. :(

 

How about to use a partner instead of the main distributor?

Someone who can give another way to renewal according to your situation.

Edited by Gonzalo Alvarez
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TomFace, on 01 Nov 2016 - 9:18 PM, said:TomFace, on 01 Nov 2016 - 9:18 PM, said:TomFace, on 01 Nov 2016 - 9:18 PM, said:

North American support ... Hours of phone support: 6:00am - 5:00pm Pacific Time [GMT-8], Monday - Friday

Call: +1 (619) 630-2300 in San Diego, CA USA

So they are open 11 hours a day.

I guess Canada is doing their own support.

My apologizes for my error and I stand corrected. Like my today's thought says...Education is a progressive discovery of our own ignorance. ;) 

Edited by TomFace
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