Kaspersky – killing off auto-renewal

Hi guys

One for the IT bods.

Got an auto-renewal email from Kaspersky for a product I’ve not had installed for years (but did once own). I believed I had killed this off last year but they’re back!

The email says log in with the order number and password below (there’s no password in the e-mail).

We cannot reset the account – because Kaspersky doesn’t recognise our e-mail address (which is definitely the one the original order would have been placed with and the one they’ve ***** sent the useless notice to).

There is absolutely Zero helpful info on their website – every FAQ is about upgrading and renewing not a single bit of findable guidance on cancellation, no customer support e-mail address just live chat.

If anyone has a phone number or direct e-mail that actually works without being logged in I’d be really grateful. I’ve tried tweeting them but as their website and customer care process seems to be as obtuse as is possible I’m not holding out any hope!

Thanks

why not try the live chat ?

is it worth checking with your bank and making sure you’ve cancelled the direct debit?

Also are you sure the email is genuine? Could be a phishing mail.

Also are you sure the email is genuine? Could be a phishing mail.

My thoughts too…

Hi all

Thanks.

Difficult to get on live chat in the day as can’t access home email at work if needed and a lot of chat stuff is blocked. Trying to avoid a morning off just to sort this out and last time I went that route it was slow and inefficient.

Sadly it’s a credit card payment authority so they just fob it off on the biller. You can’t ime cancel at the card end.

Pretty sure not phishing. Email details match dates we bought original sub and certain other security details are correct but have only tried to enter details by going direct to website anyway.

I suspect that what’s happened is that my sub is in some old payment system and the customer portal has been “upgraded” but not all the data has been migrated/ at some point they culled inactive accounts based on last login.

I’ve now tried a subject access request through their website along with a deletion request.

I’ve never had an issue like this cancelling any other automated renewal. Really poor customer experience and it just guarantees that they go in the would never deal with again category.

Time for a new credit card.

Did they take money for the last 12 months? You should talk to your credit card company with any evidence that you cancelled.

Sadly it’s a credit card payment authority so they just fob it off on the biller. You can’t ime cancel at the card end.

This is wrong. So make sure you get your money back for last year and cancel the ongoing recurring payment authority.

https://www.moneysavingexpert.com/banking/recurring-payments/

Thanks all.

I think I’ve managed to find a way in!

@martinhutch thanks the issue may be proving it (or maybe it was a different sub for similar product) but I will be scouring the email archive later!

I think I’ve managed to find a way in!

Make sure you report back and let us know 🙂