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Kaspersky Lab Customer Service Contacts

1866 328 5700 (United States)
+7 495 797 8700 (Head Office, Russia)
+1 781 503 1818 (United States)
+44 203 549 3499 (United Kingdom)
+65 68 702 320 (Singapore)
+27 117 832 424 (South Africa)
39A/3 Leningradskoe Shosse
Moscow, Massachusetts
Russia - 125212
The United States
500 Unicorn Park, 3rd Floor, Woburn, Massachusetts 01801, USA 

The United Kingdom
2 Kingdom Street, London W2 6BD United Kingdom 

Asia-Pacific Headquarters (Singapore)
1 Harbourfront Place #09-05/06, Harbourfront Tower One, Singapore 098633 

South Africa
Building 15, Thornhill Office Park, Bekker Road, Midrand, South Africa
Turkey 
Ağaoğlu My Prestige, Barbaros Mah.Sarkaç Sok. №:1, Kat: 11 Daire:91-92, Ataşehir, Istanbul, Turkey

UAE
Office 2201, 22nd Floor, Arenco Tower, Dubai Internet City, Dubai, PO Box 502849, United Arab Emirates

Brazil
Avenida Queiroz Filho, 1700 Torre A Cj 803, Zip 05319-000, São Paulo / State: SP / Country – Brazil

Mexico
Mercaderes 20, of. 502, Col. San José Insurgentes, C.P. 03900, México, D.F.

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Complaints & Reviews

Kaspersky Pure Total Security 3.0very disappointing product

A month ago I purchased Kaspersky PURE Total Security 3.0 for our small business. The purchase and installation seemed to go fine - for a few days. Within a week I received an error message stating that we were no longer protected and there was some problem with the license. It gave various suggestions to fix the problem, but I was not able to do it on my own. I attempted to contact their support people for assistance. No such luck. I finally resorted to sending a message by email, because I could not contact anyone by any other means. I have sent two email messages now, and I have still received no response at all. Because we cannot afford to be unprotected, I finally had no choice but to uninstall Kaspersky and purchase and install a different product. Fortunately the new product is working well - but I am still out the $89 I paid for the Kaspersky. There are good companies out there - this isn't one of them. Steer clear!!!

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    • 2m
      2 much! Jun 02, 2013

      I also had purchased Kaspersky Pure 2.0 about 7 months ago. Was recently upgraded to Pure 3.0. Didn't really like the 2.0 version but must say the 3.0 version was worse! Got 2 Trojans which caused my computer to constantly crash. Finally after 5 restores and one factory recovery AND uninstalling Kaspersky and installing another better anti-virus program, my computer seems to be back to normal. But I have to ask myself, if Kaspersky has such a seemingly good reputation, WHY did it let 2 Trojan viruses into my computer?! Whenever I would do a full-system scan with it, it would look at around 300, 000 files and tell me at the end that no threats were found. When I installed the anti-virus software I have now, and did a full-system scan, it looked at around 600, 000 files and found 2 threats which it then eliminated. Now my computer is working but am feeling scammed out of the $90 that it cost to buy Kaspersky!

      0 Votes

    Kaspersky Pure 3.0activation and refund

    After two hours, a frozen computer, difficulty in removing, terrible support, could not get a technician online to help activate, I attempted to get a refund. Here's the catch...you must finally drill down until you can find a phone number, ; once answered no obvious way to cancel; then they want you to swear to deleting all emails and any installed software. Problem is it never installed. When asked if they were recording my answers and they said yes, I asked how come they never told me they were recording. You see, they are in the Philippines and not bound by US law. And actually I wanted the conversation recorded. I requested a copy of the recording when done. Wouldn't you know it, they refused. Now, after they initiate refund, you get an email telling you that you have 7 days to do something online to finalize the refund. That's where I stand. I elected to come here and make a post so that no other unsuspecting sucker gets taken. Do not by from this company. They are absolutely non-customer oriented. Ethics are not part of their repertoire.

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      • Sa
        SamMisty Dec 18, 2013

        I too, am having a horrible time in getting a refund. First of all when I went to download the software, it was working just fine until it decided to disappear. No matter what I did, it was gone. So, I went on the Chat line and got a person who could not talk English very well and he proceeded to tell me that I must be an older person because he couldn't understand what my problem was. Well I hesitated to let him on my computer and when he was on for a while, he simply hung up. And when I tried to tell him so, he finally called me back and said that he didn't hang up. Well, the phone what beeping a dial tone and then dead silence and then he admitted he hit the wrong key. Ok, I now stand with a 'pending' credit card charge, NO Email to tell me that I purchased this software, but I do have an activation code. I'm trying the refund route. In the meantime, it also took off my Kaspersky Pure 2 which had 13 days left, so I had to go find something else in the meantime. Talking to someone in a Foreign Country, does not work. Wish me luck.

        0 Votes

      Kasperskyvery bad customer support

      I purchased the Kaspersky Internet Security 2013 for 3 PCs in Canada and have successfully activated 2 licenses while I was in Canada. Now that I am in Singapore trying to install the 3rd license on a new laptop, I am unable to activate the license as it shows the error: Activation error. Activation code is invalid for this region
      I submitted a ticket to Kaspersky via their website (request # xxxxxx147) on 21 Jan 2013 and have yet to receive any update from their support team. On 24 Jan 2013, I sent a ‘chaser’ asking for an update – NO REPLY. On 29 Jan 2013, I forwarded my ticket to the Kaspersky Lab Customer Satisfaction Department and still have not received an update. Today is 1 Feb 2013and I am unable to use the product I purchased!

      very bad customer support

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        • SKOR Feb 01, 2013
          This comment was posted by
          a verified customer
          Verified customer

          It sounds like you purchased the Canadian version of this software which is why it isn't working in Singapore:

          http://www.kaspersky.ca/products-services/home-computer-security/internet-security?domain=kaspersky.com

          "Save $15 on our top-rated PC protection PLUS receive H&R Block At Home™ Deluxe FREE (a $29.99 value - CA version only) when you buy now! *Offer valid on purchase of Kaspersky Internet Security 2013 (1-3 PCs/1 Year) through 4/8/13. "

          0 Votes

        Dri*kaspersky L LuxembourgI was charged from without authorize

        I was charged from

        10/01/2013 14/01/2013 01 dri*kaspersky l luxembourg
        Usd 109.25that I did not authorize to buy it,

        I like this money to retern to my account soon as possible!

        I called my bank to put a stop, to take money from me immediatly from the campany;

        May name is demetris demetriou

        Account number [protected] visa web

        Demetris demetriou
        [protected]@cytanet.com. cy

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          • He
            Herbert Kronegger May 03, 2014

            My name is Herbert Kronegger and the same happened to me. To make it worse, they somehow managed to take this money from my credit card that is not even active since several weeks any more. Very irritating. I shall now try to get my money back and also face my bank with some interesting questions about that. Sorry for the fine product.

            0 Votes

          Kaspersky Anti-virus2-year subscription expires in one month

          I had purchased a one year Kaspersky anti virus disc from Staples and it was about to expire. I purchased a two-year renewal of my anti-virus software from Kaspersky online. One month later, a message from Kaspersky appeared on my screen that said my subscription had expired. After trying to reach their help desk from their website without luck, I finally received some help from their sales office who told me to repurchase and install again. I did and they refunded my original purchase money. It was not a pleasant experience as the process took several days of uninstalling and getting nowhere with their tech support. You'll find out that it is one big run around, with you clicking on various icons and eventually winding up just where you started. It's frustrating. Exactly one month to the day after getting my anti-virus up and running, the same message appeared on my screen stating that my subscription had expired yet AGAIN! I contacted the sales group again and they put me through the same obstacle course that I went through the first time. Enough already! I have purchased Bitdefender and I am now seeking out people who have had the same bad experience that I have had. My co-workers at Staples have heard numerous complaints from customers as well.

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            • Na
              Nancy Files Oct 21, 2014

              I had the 30 Day Trial Period Kaspersky activated (which was a lot of trouble) and I went ahead and bought the Kaspersky PURE Total Security 3.0 and the backup diskette for $160.40. When the 30 days was up, I was warned that I did not have an anti-virus and I spent quite a bit of time on the day it expired and after so long, my battery ran out on cell phone. A couple of days later, I called again and after 45 minues, I was told by IYogi that my computer was in such a state that no anti-virus could be loaded and for the bargain price of $199 they would get me up and running and keep me running for a year. I have been through this so many times. I had Advanced Tech Support and they downloaded every exchange on to my little computer and crashed it. Anyway, I am 76 and I think these scams are getting worse. I have Time Warner as my connection and they threw up a flag that I was full of errors and they were dated during a period that the computer wasn't in use and it was just a fake screen. I guess TW sold my computer address. WHAT I WANT IS MY 4160.40 REFUNDED. i don't know how these supposed support people that are in realty sales people sleep at night beating up on their grandmothers. I hope these people get stopped and let us just plug along with our emails and Facebook life. Nancy Files

              0 Votes
            • Jl
              jleffelj Mar 30, 2013

              Back in January this year, I purchased a 2yr - 3user - Pure 2.0 from Kaspersky on line, after about 6 or 8 re installs, I got a can not in stall due to number of activations exceed. So I got about 3 weeks of use for $99.00. Trying to speak to anyone at kaspersky is useless in more ways than one - a big waste of time. I see a class action suit in the future for kaspersky.

              0 Votes
            • Ja
              JackRu Mar 01, 2013

              I bought Kaspersky AntiVirus 2012 sold though Best Buy auction site. It never worked, and Kaspersky and Best Buy is pointing finger to each other.

              1 Votes
            • Ka
              Kaspersky-issues Mar 10, 2012
              This comment was posted by
              a verified customer
              Verified customer

              I purchased a new desktop computer from Best Buy on 2/03/12 and had them load the two year subscription of Kaspersky 2012 on it at that time. On March 3rd 2012, it started telling me my subscription had expired and I am required to pay for it again. This happened with my last Computer and Kaspersky 2010, so I feel Cheated for the second time!

              1 Votes

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            Kaspersky Internet Security 2011 Software Bought On 06-06-2011 In Bangaloreactivation refused. used only for about 100 days

            I bought a Kaspersky Internet Security 2011 Software on 6th June 2011 at Staples Future Office Products Pvt. Ltd. located at 100 feet road, Indiranagar Bangalore, India as per scanned copy of bill attached.
            We were traveling to UK on 12th June and only on return in August I realized that I had to activate the Software for continued usage. I also started getting messages about expiry in lieu probably of the fact that I have not completed the activation process. When I wanted to do it, I did not have the Product Key. I was told that the Product Key would be found in the box in which the CD was given. However, I am unable to locate the said box. The message in the laptop says that the SW is valid only till today.
            Based on the facts stated above, I requested them to please take necessary action to provide me the key details and/or help activate on line. In actual fact, this SW should be valid for one year from date of purchase i.e till 05-06-2012. This SW is used in the laptop from which am sending this message.
            I talked to them today and they say that they cannot do anything if I cannot provide the Captured Image/Scan copy of Batch ID: Box (Printed on Box) which has been misplaced.

            activation refused. used only for about 100 days

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              Kaspersky Workstationvirus cant remove

              today 26/07/11 i found a new virus show in a pen drive.this virus create a hide foldername kormilar and kaspersky workstation cant remove this virus.i m attach a virus in a zip file pls find out a solution

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                The complaint has been investigated and
                resolved to the customer's satisfaction
                Resolved
                Kaspersky Anti Virus 2011expires before 1 year

                We purchased the Kaspersky Anti Virus 2011 package with three licenses. We loaded one immediately and the other two were loaded after we purchased a new desktop and a new laptop - so about 6 or 7 months later. Well, we come to find out that even though we were not USING those two additional licenses right away, the clock was ticking for them. We only got about 5 or 6 months use out of them before they expired because their expiration date was NOT based on the installation date but instead was based on the installation date for the first machine. What a rip off. Even if this was in the disclosures when you load the software - who cares? If the package is open, no one takes the software back. What a rip off. As I said, no wonder people pirate software.

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                  • Ka
                    kalidasan elayadath Feb 04, 2012
                    This comment was posted by
                    a verified customer
                    Verified customer

                    I had installed Kaspersky anti-virus 2011 for my PC on 26.11.2011 for one year protection. However, the same was expired on 04.01.2012 ie., within 2 months. This may be clarified and the anti-virus protection may be extended to full one year ie., upto 25.11.2012

                    0 Votes
                  • Au
                    autigger88 Jun 11, 2011

                    what did you end up doing? They could never get me a license # that would work and I never got to use it on any of my 3 computers. I want a refund. suggestions?

                    0 Votes

                  Dri*kaspersky Labfraudulent charge

                  Completely fraudulent charge to my credit card. $199.95. Did not "accidently" accept any offers or have any interaction with this company. CC company says the only additional detail is that it was from orderfind.com. Hit on Thanksgiving weekend, so can't even contact dispute department.

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                    Kaspersky Purevery poor/non existent customer service

                    I purchased the Kaspersky Pure as an upgrade from an original product. It didnt download, I got a gateway timeout notification all the time. I sent emails to the effect, their reply was the same try the links, non of which worked. They gave me a telephone number without any country codes, office hours, etc. I have just received a response from theor website whenI complained " If You want to get a refund for the product please contact Your vendor. Yours faithfully,

                    the secretary of Kaspersky Lab

                    10/1 1st Volokolamsky Proezd, Moscow, 123060, Russian Federation.

                    This is all the help I get. I am really sorry, this product does seem to work, but I will NEVER use it again. Short of going to Moscow personally, It seems as if I will not get a refund. They will not send me the document they want me to sign, will not give me a fax number. The following isone of the people that contacted me:

                    Dazzle Gae S.
                    Kaspersky Lab online store
                    Customer Service
                    kaspersky.ie.[protected]@digitalriver.com
                    Email ID: [protected]

                    Do not buy Kaspersky products, specifically on line.

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                      Kaspersky Purerefund of charges after refusing ther useless service after 24 hours

                      A 3 licence commercial was purchased for £59.99 for an internet download. This was not able to be activated on no.2 or 3 computer.
                      Kaspersky was immediately e-mailed and the reply was for me to photograph the screen, scan and sent to Kaspersky. The problem was that my main PC was now unusable. I have repeatedly requested the return of my payment as the item was unworkable. All this was within 72 hours and to date no more has been heard. the original purchase was on 24/11/2010

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                        Resolved
                        Dri*dr Kaspersky Element5.info MNunauthorized charge

                        Unauthorized charge showed up on my credit card for $229.95 DRI is digital river, a processor of frequently fraudulent charges.

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                          Resolved
                          Kaspersky/internet Securitycredit Cardcredit card charged twice.

                          I Ordered and installed a 1 year renewal for internet security 2011 on September 30, 2010. My credit card was debited twice.
                          Once on 9/30 for $54.90 and 0n 10/1 for $44.95.
                          My Order # and Billing Information Was correct with $54.90
                          My order # is [protected]
                          Would you please credit my debit card with the $44.95.
                          Thank You Theodore (Ted) Perra

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                            Kaspersky — activation problem

                            I have recently purchased a 3 user version of kaspersky. 1st activation on my desktop was successful, but...

                            The complaint has been investigated and
                            resolved to the customer's satisfaction
                            Resolved
                            Kaspersky Anti-virus 2010non-working product/no customer support

                            I purchased Kaspersky Anti-Virus 2010 in Nov. '09. Had initial problems completing the transaction with Digital River/Element 5/Kaspersky that very day and should have heard teh bells go off. I did not and completed the purchase. It has been a worthless and regretable experience since. I have had to hire computer technicians on tow occasions. they have completely removed and reinstalled the program. Kaspersky keeps "losing" my key. The problem begins with a "blacklist is corrupted" window which suggests that I open Kaspersky and click the "fix it" button. At this point the error window appears saying that Kaspersky cannot find my user key and that the license dows not exist.

                            I have attempted to solicit "customer servic e" from Kaspersky for resolvin g this issue. I call a toll free line, stay non hold for 10 minues (each time) then briefly speak with a "customer service tech" who promptly says they will email me instructions with the fix. After having done this now three times-each time having to send them information with which they do nothing, I have determined that Kaspersky DOES NOT CARE. They have my money and my computer is unprotected with no resolution in sight.

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                              Resolved
                              Kasperskynew virus identifying delay

                              Hello,
                              I found a new virus, the executable file name is System.exe (364KB ), i got it from my colleague Flash drive.
                              I sent it to Kaspersky newvirus service, but until the date ( 10 day passed ) no results - no database update.
                              I am surprised with there service, i had definitely different opinion about the company!

                              I am sure that is is a virus cause i deliberately ran it on a virtual machine and monitored the registry and here's what i found ( i am not an expert in identifying virus, so the information is not full):
                              1- The virus copy's (fake Lsass.exe ) to Application Data ( attribute : Hidden System file )
                              2- Insert's a new value to the Registry ( HKLC ------------------------Run) pointing to the previously mentioned file
                              3- when systems restarts, you will find in the Task Manager two lsass.exe process one under system and the second under your name.

                              any body interested i can send him a copy of the file to check ( [protected]@mail.ru )

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                                • Bg
                                  BGIMT Mar 03, 2015

                                  i Have purchased kaspersky antivirus but it is not working properly'

                                  0 Votes
                                • Sh
                                  sheriselitz50 Dec 05, 2014

                                  I bought the anti-virus protection called "Kaspersky" and it won't protect my computer cuz it has me update it everyday.

                                  0 Votes
                                • Sh
                                  Shreya Shreya Apr 29, 2014

                                  After I purchased antivirus software on 29th April 2017 my card details were hacked where as online purchasing is always secure.After the last purchase someone is using my card and has spent more than 10000 rs without my permission.Kaspersky being antivirus site is not secure then how can we expect to save our computer from virus.This is the worst experience i had with online purchase because I thought this would be the safest site but I was wrong.

                                  0 Votes
                                • Xm
                                  xmashille Sep 23, 2011
                                  This comment was posted by
                                  a verified customer
                                  Verified customer

                                  warning your kaspersky may be switched off and yet appears to be updating every day but kaspersky are not interested their system is not safe

                                  0 Votes
                                • Au
                                  autigger88 Jun 12, 2011

                                  Please advise what happened. I did the same thing and send them about 50 e-mails and many attempted phone calls. They never were able to give me an activation code that worked but they didn't credit me for the time not used. I need help.

                                  0 Votes
                                • Ak
                                  akash1 Aug 12, 2010
                                  This comment was posted by
                                  a verified customer
                                  Verified customer

                                  i bought a kav 2017 edition yeterday.i tried to get my activation code from the net nut the site does not open up.also when i tried to install the antivirus on my computer the activation window vanishes away automaically as i get a local area network.

                                  0 Votes

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                                Resolved
                                Kaspersky Antivirus — after formating not active

                                hi sir i have taken kaspersky internet security 2009(1 users). i have formatted my computer due to some...

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                                resolved to the customer's satisfaction
                                Resolved
                                Kaspersky Internet Security — key blocked

                                I bought a digital download of Kaspersky Internet Security for 3 PC's in December of 09. I activated it...

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                                resolved to the customer's satisfaction
                                Resolved
                                Kaspersky.comcharged for unordered product

                                On 1/18/2010 I received an alert from the bank that issued one of my credit cards of a possible issue with this card. I called the bank and informed them that I had never ordered anything from Kaspersky and this charge was definitely bogus. The bank deactivated this card and will be issuing me a new one with a new number. It was a charge from Kaspersky for anti virus software which I had not ordered. Further, The next day, 1/19/2010 I received software in the mail from them. I called Kaspersky to complain, informed them what happened and to cancel the charge. They offered no explanation but promised to cancel the charge. I see I am not the only one subjected to this scam. Deal with this oufit at your own risk.

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                                  Resolved
                                  Kasperskyfraud

                                  My debit card number was stolen and used on this website. The amount taken from my account was $9.95 on or around Saturday, January 16th. I would like that money to be refunded. My name is Maria Barbieri and I can be reached via email at [protected]@aol.com Thank You.

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                                    • Ru
                                      ruthie79 Oct 28, 2009

                                      I have just discovered unauthorized charges on my checking account today 10/28/09 for yesterday. There were two charges for the same day of $87.75 each. Both were for DRI*KASPERSKY.COM and orderfind.com. I have used my debit card before online but it has been a few months ago. I am trying to contact Kaspersky by phone now ( I am on hold with them). I have alerted my bank and am disputing the charges. Don't really know alot yet. If anyone figures out how to get results please post it. Good luck to all.

                                      0 Votes

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