FAQ - Online Sales Related
How do I look up the status of my order? 
How do I look up the status of my order? 
Visit our
Order Lookup section to do the following:
• View your order status
• Get your shipping tracking number or view the shipping status
• View or print your order invoice
• Retrieve a lost
Activation Code for your Kaspersky software
• Re-download your purchased software
• Order a BackUp CD for your download purchase
I just placed my order, what do I do now?
I just placed my order, what do I do now?
You will be receiving an email shortly (usually within 4 hours) with your activation code, link to download the installation file and directions to install.
I have not received an email with my order information
I have not received an email with my order information.
Be sure to check your junk mail folder. Also, it can take 4-8 hours for processing. If you still do not have the email after 8 hours, then please contact
Consumer Sales.
Can I order over phone?
Can I order over phone?
Yes. You can call
Consumer Sales and an agent will be able to assist you over the phone.
Do I need to buy Internet Security AND Anti-virus?
Do I need to buy Internet Security AND Anti-virus? :
Why is my credit card being rejected?
Why is my credit card being rejected? :
There are many possible reasons for a credit card not being accepted:
• The card is expired.
• You have reached or exceeded your credit limit.
• You have exceeded your daily charge limit.
• A computer at either end of the transaction is having technical problems.
• You entered an incorrect card number, expiration date or CSV
• You are attempting to purchase from outside North America
If you still have problems submitting your credit card payment you can contact
Consumer Sales for help. When you contact Customer Service you may be asked for any error message numbers you received, as well as the reference number seen in the shopping cart.
When will my credit card be charged?
When will my credit card be charged? :
For purchases of downloaded products, your credit card will be charged the day after your order is placed.
For purchases of boxed products, you won't be billed until your product is shipped. This includes any preordered or backordered products. If your items are shipped separately you will be billed each time a product is shipped
How will the charge show up on my credit card?
How will the charge show up on my credit card? :
The charge for your order will appear on your credit card as: "DRI*Kaspersky.com"
How can I get recover a lost activation code from my purchase online?
How can I get recover a lost activation code from my purchase online? :
If you have lost the activation code from your purchase through the Kaspersky.com online store, you can recover it by logging into your online account here:
Look up your orderYou can also look up your activation code information my logging into the Kaspersky
My Account page for both online and retail store purchases, as long as you have used the activation code on a computer at least once.
FAQ - Product Renewals and Upgrade Related
How do I renew my product?
How do I renew my product? :
Can I renew my service without upgrading to the latest product?
Can I renew my service without upgrading to the latest product? :
Yes, if you would like to extend your service and keep your current version of Kaspersky Software, simply purchase the product through our e-store renewal center. When you receive your new activation code, visit the “License” section within your existing product to add the activation code to your Kaspersky software.
How do I claim my free upgrade to the latest version?
How do I claim my free upgrade to the latest version? :
Visit our
Product Updates section to download your upgrade. Your Kaspersky license entitles you to a free product upgrade whenever we release a new version of our products (example: Kaspersky Anti-Virus 2009 users can upgrade to the Kaspersky Anti-Virus 2010 version). You will not be charged extra for this upgrade and your service term will not be extended when you install the new version. For more information, including directions, please visit the
product upgrade page
Why am I receiving emails saying that my protection has expired when I still have time left?
Why am I receiving emails saying that my protection has expired when I still have time left? :
The expiration date in our email system is based on your software purchase date and not software activation date. For this reason, your actual expiration date may be later than listed above. For the exact date of your software expiration, please visit the “License” tab in your software’s main menu. Please ignore this email if you believe you received it in error.
Why am I receiving emails saying that my protection has expired when I recently renewed?
Why am I receiving emails saying that my protection has expired when I recently renewed? :
If you recently renewed your product, please ignore this email. Sometimes, it takes our email software some time to update. Also, we may have more than one of your email addresses in our system. If you have purchased twice from us (an original purchase and a renew) using two different emails, there is a chance this could happen. For the exact date of your software expiration, please always refer to the “License” tab in your software’s main menu.
FAQ - Product/Download Information
How do I download my purchase?
How do I download my purchase? :
Where should I save the download file?
Where should I save the download file? :
You can save the download file anywhere you like but you should make sure to remember that location or the name of the downloaded file. Most people find it easiest to save their download file on their Desktop.
What should I do after I download?
What should I do after I download? :
When the download finishes, you should go to the location where you saved the file and double-click on it to begin installation. If you need would like a walkthrough guide for the installation, you can use the
How to Install page.
How can I re-download software that I have already purchased?
How can I re-download software that I have already purchased? :
FAQ - Returns and Cancellations
What is your refund policy?
What is your refund policy? :
The Kaspersky Lab US e-store, hosted by Digital River, offers a 14-day money back guarantee from the date of purchase.
How do I request a refund or cancel my order?
How do I request a refund or cancel my order? :
To request a refund, please contact
Consumer Sales. Your refund credit will appear on your card 5 - 7 business days after we receive your completed letter of destruction (ELOD or LOD).
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