What is my order status?
Fill out the form on a lookup page to find your order status:
What payment methods can I use?
We accept payment by credit cards of Visa, MasterCard, Eurocard, American Express. Our servers encrypt all information submitted to them, so you can be confident that your payment information will be kept safe and secure.
Should I use spaces or dashes when I enter my credit card number?
Enter your credit card number without any spaces or special characters, spaces will be added automatically.
Does my billing address have to match the address on file with my credit card?
Yes. For credit card verification you must enter your billing address exactly as it appears on your credit card statement.
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.
If you have problems submitting your credit card payment, you can contact
Kaspersky Customer Service. When contacting Customer Service, please include any error message numbers you received, as well as the order number seen in the shopping cart.
When will my credit card be charged?
Your credit card will be charged within a day of the completion of your order.
How will the charge show up on my credit card?
The charge for your order will appear on your credit card as: NW, Nexway.
Can I place an order without a credit card?
You can use other payment methods, such as Wire Transfer. Available payment options vary depending on the region.
Do I have to pay sales tax?
The price indicated includes anticipated VAT that we will collect from you based on information you make available to us. The total price may change during the course of the shopping session depending on a number of factors. However, you will have the opportunity to review the final price we will charge before you submit your order. A national VAT rate will be applied on physical goods for customers based in EU countries. This VAT may not be shown as a separate charge during checkout and may instead be included in the product price (VAT inclusive pricing).
Tax-exempt individuals and entities can request a refund of the tax paid on an order. We will need a copy of your tax-exempt certificate, and the billing or shipping address on the order must match the address on the certificate. Please include your order number or a copy of your receipt or invoice. You can send a copy of your certificate, with order number or invoice to
[email protected] How do I get a copy of my invoice?
An invoice is included as a PDF attachment to the original purchase confirmation email. If you are having trouble locating it, please contact
Kaspersky Customer Service.
Delivery information
How do you know the delivery address?
An activation code for a Kaspersky application will be sent to the specified e-mail address.
How do I know my order has been delivered?
Fill out the form on a lookup page to find your order status and delivery details:
Subscription information
What is Auto-Renewal?
With Auto-Renewal, the license for your Kaspersky product will be extended automatically before it expires, providing you with seamless protection. You will not have to monitor the license term, place an order and manually activate an application with a new activation code.
How will my subscription be automatically renewed?
Please be aware that you do not need to do anything to renew your subscription. Prior to its expiry, you will receive an email stating the amount and on which date you will be charged. You can cancel the Auto-Renewal Plan or do nothing. You can easily cancel the Auto-Renewal Plan by following the links in the email. The charge will be made on the same credit card that you used for your original purchase. You will then receive a confirmation email upon successful renewal. Your Kaspersky software will be renewed automatically.
How do I cancel an Auto-Renewal Plan?
What is your policy on cancelled subscriptions?
Shoppers (subscribers) will receive the subscription service for the full time period for which they have paid, even if the auto-renewal option is cancelled. Cancelling the auto-renewal on a monthly subscription means that the subscription will not be renewed in the following month, but the subscriber will continue to receive the subscription until that time. Similarly, cancelling an annual auto-renew subscription means that the subscription will not be renewed in the following year, but a subscriber will continue to receive the subscription for the remainder of the year.
Download and getting started
How do I download my purchase?
To download your purchase, click on the “Download” link in the order confirmation email. Alternatively, all downloads are available at Kaspersky websites:
If you have any questions or need assistance with downloading, please contact
Kaspersky Customer Service.
Is downloading the same as installing?
No. A download is a simple file transfer. An install is the unpacking and loading of the software on your computer. To start the installation, run the downloaded installation file.
If you experience any issues with installing, using or removing a Kaspersky application, please contact
Kaspersky Customer Service.
What if the download stops before it completes?
If your download stops or is interrupted before it completes, go to the
Downloads section on the Kaspersky website, click
Update your product and click the red
Download near the desired application. Download sections are as follows:
I finished downloading my purchase. Where was the file saved?
After the download, the file can be saved:
- In the default "Save As" location specified by your browser.
- In the location you selected in the Save As window that appeared when the download began.
- In the Downloads folder. To go to the Downloads folder on your computer:
- For Windows, see the instructions on the Microsoft website.
- For macOS, open Finder and click Downloads on the left side menu. To learn how to open Finder, see the instructions on the Apple support site.
If you cannot find the downloaded file:
- Go to Downloads in your browser.
- Find the name of the desired file and click on it.
The downloaded file will be opened.
How do I get my Activation code?
To learn your activation code, you can do one of the following:
- Open the email that was sent to the address you specified when making the purchase. You will find the activation code there.
- Alternatively you can contact Kaspersky Customer Service.
What do I do if my Activation code is not working?
First, make sure you enter the correct activation code. To do this:
- Check your keyboard layout.
- Check the case of the letters. Activation codes are case sensitive.
- Check for typos.
You can find the activation code in the confirmation email.
If you experience any issues, please contact
Kaspersky Customer Service.
Returns and cancellations
What is your refund policy?
The online store offers a 30-day money back guarantee.
How do I request a refund?
To request a refund, please contact
Kaspersky Customer Service.
The following information is necessary:
- Date of purchase
- Name and email address specified during purchase
- Order number if any
When will I see my credit appear in my account?
After receiving your returned product(s) and/or your completed letter of destruction (ELOD or LOD), your refund will appear in your account within 5 to 7 business days.
Privacy and security
What is your privacy policy?