having trouble w/renewal, website

Discussion in 'ESET Smart Security' started by brynn, Dec 21, 2009.

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  1. brynn

    brynn Registered Member

    Joined:
    Jul 26, 2006
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    Location:
    USA
    Hi Friends,
    I'm at a bit of a loss what to do, so I'm hoping you all will be able to help. I'm trying to renew my license via the ESET website. I've entered every email address I've had since installing ESET SS 2 years ago (less than 5 addresses). But I can't get past that page. The error message says the combination of username and email can't be found.

    So I follow the link for getting help, where I read that if I can't remember the email address I used when I first signed up, to contact Customer Care. That link takes me to this page http://www.eset.com/support/contact.php#home.

    So I fill out the form and search all over that page for some kind of button to click, to send the request for help. But there is none. So I try the Enter key, what else could I do? But nothing happens.

    Of course I could probably call to renew, but I really would like to do it online, if possible.
    Does anyone have a clue how to get that....what I assume is a Submit button, to show up? I'm using IE8, btw, and don't have any other browsers.

    Oh hey, there's not supposed to be a captcha on that Customer Care form is there? I have had trouble with some websites where the captcha doesn't show up.

    Thanks for your help :)
     
  2. Marcos

    Marcos Eset Staff Account

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    14,374
    Did you actually purchase through www.eset.com and not through a local distributor / reseller? I assume you're from the USA.
     
  3. brynn

    brynn Registered Member

    Joined:
    Jul 26, 2006
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    Location:
    USA
    I won the license in a giveaway!
    Yes, USA.
     
  4. Rmuffler

    Rmuffler Former Eset Moderator

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    Hello brynn,

    Can you please PM me your information and product license information? I will see if I can locate you in our system.

    Thank you,
    Richard
     
  5. brynn

    brynn Registered Member

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    Thanks for the help via PM, Richard.

    FYI, for anyone else who won a license somewhere, it was probably a one-time license that is not renewable. However, no problems for me, I still had a great security suite for free, and mine was for 2 years!

    Anyway, I have one quick follow up question. I've now purchased the new license online, and waiting for the email with download instructions, license username and password. Since it's the same version that I already have, I'm thinking there should be no need to uninstall/reinstall. However, I'm wondering how that's going to work with a new username and password? Can I assign the same program I'm now using with the new username and password, or will I have to uninstall/reinstall after all?
     
  6. Rmuffler

    Rmuffler Former Eset Moderator

    Joined:
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    Posts:
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    Location:
    San Diego, CA USA
    Hello brynn,

    No uninstall/reinstall necessary. You can enter your new username and password into your current installed version of ESET Smart Security. It should begin updating as normal.

    Thank you,
    Richard
     
  7. WayneP

    WayneP Support Specialist

    Joined:
    Apr 9, 2009
    Posts:
    339
    Hello Brynn,

    See the Knowledgebase article here for instructions on changing the username and password in your current software so you will not need to reinstall.
     
  8. brynn

    brynn Registered Member

    Joined:
    Jul 26, 2006
    Posts:
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    Location:
    USA
    Ok, thanks guys :cool:
    I have everything I need now, and we can consider this thread closed!
    Thanks again :)
     
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