• Question 1

  I've received my activation code but when I apply it, Kaspersky is stating that the license has already expired. What do I do now?

  This might be because you have received a copy of your previous activation code. This can sometimes happen due to one of the following reasons:

  • You applied for a new activation code from Barclays when your current license has 14 or more days remaining on its validity period. or

  or

  • When applying for a renewal through your online banking, you selected the option 'apply' or 'register' instead of 'renew'.

  If you have less than 14 days left on your existing license please access your Online banking account and click the 'Kaspersky Offer' link, located at the right hand side of the page at the very bottom of the 'Interested in: Menu'. Select the 'Renew' option on the following page and follow the on-screen instructions to complete the renewal process. You should then receive a new activation code from Barclays. If for some reason you still receive an expired code after following the procedure, please contact Barclays directly on 0845 600 2323 (Call rates).

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• Question 2

  When I am trying to register my details it is giving me the error 'something's not right'. What shall I do?

  During the registration process, the details entered on the application form must match the details registered against your online banking membership details. It is recommended that you use the same details that are displayed at the top of your online banking 'At A Glance' / 'My portfolio' screen.

  Please log into your Barclays Online banking and complete the process again, carefully checking your details are correct.

  If you still have further difficulties please call the Barclays online helpdesk directly on 0845 600 2323 (Call rates).

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• Question 3

  I have heard that there is a new version called KIS 2013. Can I upgrade to this version?

  Yes, you can upgrade to Kaspersky Internet Security 2013. Simply download the latest version from this page. Save the download to a convenient location (e.g. Desktop or My Documents). Once the download is complete, close all the links. If running Windows Vista or Windows 7 you can choose to install it on top of your current version or, as we advise, uninstall your current version via Uninstall Program. (You can find this by clicking on Start > Control Panel> Uninstall a program or Programs and Features). If you are running Windows XP you must remove the currently installed version using the special Kaspersky removal tool from this page). After your machine has restarted simply install the 2013 version by double-clicking on the downloaded file that you have saved. Follow the installation wizard. Once installation is complete you will then be asked to activate the software.

  1. Choose to activate a commercial licence
  2. Activate commercial licence
  3. Enter your 20 digit activation code
  4. Click next

  This should now complete and you should see the message: "Activation completed successfully". Please click finish to complete the process. If you require further help activating your 2013 version, the question on activation codes may be helpful.

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• Question 4

  I have heard that there is a new Kaspersky Security for Mac - is this available via the offer?

  Yes, Barclays have added Kaspersky Security for Mac to the security offer. To download the 30 day trial version please go to www.kaspersky.co.uk/security-mac-trial.

  You can then apply for your 12-month activation code by calling Barclays Online Helpdesk on 0845 600 2323 (Call rates) and quote the offer code KAV-MAC.

  Once you receive your activation code, enter it into the trial software to then activate the 12-month licence. If you are unsure how to do so please click here for directions on how to activate.

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• Question 5

  How do I apply for the Kaspersky Internet Security offer?

  To apply for the offer for the very first time you need to be a member of Barclays Online Banking. If you are a member, follow the steps below:

  1. Go to www.barclays.co.uk and log in to Online Banking;
  2. From the "at a glance" screen, click the Kaspersky offer link located at the bottom of the right-hand menu under the Barclays Solutions tab;
  3. Click the "apply" button for Kaspersky Internet Security;
  4. Follow the on-screen instruction to complete the registration form;
  5. Once completed, click Next; an email will be sent to you from Barclays;
  6. We require you to validate your email address - you can do this by clicking on the link in the email you receive, and then selecting Next;
  7. Once your email is validated, you will be able to download a fully functional 30-day trial version of the application;
  8. Over the next two days, Barclays will validate the information you provided at registration. Once this is validated, a 20 digit activation code will be emailed to you;
  9. Enter this code into the trial version to convert your 30-day trial to a full 365-day licence. For help on how to do this, please click here
  10. If you receive an email indicating that "Unfortunately, we have not been able to process your application," click here.

  This should now complete and you should see the message: "Activation completed successfully". Please click finish to complete the process. If you require further help activating your 2013 version, the question on activation codes may be helpful.

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• Question 6

  How do I apply my activation code to KIS 2013?

  In order to apply the activation code to the 2013 version of the software, please follow the instructions below:

  1. Open up your Kaspersky Protection Panel by double clicking the Kaspersky K in the bottom right hand corner of your screen (you will find it near the clock). For Windows 7 users you can click on the desktop Kaspersky gadget.
  2. From the Panel you will see a button in the bottom right hand corner saying 'Manage Licence or Insert Your activation code here' - Click this button.
  3. Click on the "enter activation code button" or "activate the application"
  4. Enter your activation code and press next.
  5. You may be shown a registration screen, feel free to register or press next if you do not wish to register.

  The licence will then be activated and will show you how many days you have remaining.

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• Question 7

  I am an active Online Banking user and would like to renew my Kaspersky Internet Security - how do I do this?

  Log in to your Online Banking and click the 'Kaspersky Offer' link located at the bottom of the 'At a glance' menu. Select the 'Renew' option on the following page and follow the on-screen instructions.

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• Question 8

  I have received an email advising me that "unfortunately we have not been able to process your application," but my details were correct. What might be the problem?

  During the registration process, the details entered on the application form must match the details registered against your online banking membership details. It is recommended that you use the same details that are displayed at the top of your online banking 'At A Glance' / 'My portfolio' screen.

  Please log into your Barclays Online banking and complete the process again, carefully checking your details are correct.

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• Question 9

  I have not received my Activation Code. What should I do?

  You must validate your email address before a code is released. Following your registration, you will receive a request from Kaspersky Lab to validate your email address. Within 72 hours of your email address being validated, you will be sent an Activation Code. If you have done so and not received the code please contact the Barclays online Banking team on 0845 600 2323 (Call rates).

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• Question 10

  I have not received the Email Address Validation request - can I reapply?

  Yes - you can re-apply, but you must use the same email address and membership number used in the original request.

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• Question 11

  I have lost my Activation Code - can it be re-sent?

  Yes - If you have lost your original activation code, you can re-request your code by reapplying for the offer again using the same email address and membership number. If you have already validated your email address, the code will be sent to you within 24 hours.

  If you have lost your renewal activation code, you can re-request your renewal code by following the renewal option and reapplying for the renewal again using the same email address and membership number, the code will be sent to you within 24 hours.

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• Question 12

  I have already activated 1 licence of the software and I'd like to install it on 2 other computers but I can't find my Activation code. What should I do?

  To retrieve your original activation code you should re-apply for the offer using the same email address and membership number, then the code will be dispatched immediately as long as you have already validated your email address, or within 24 hours if you have not validated your email address.

  To retrieve your renewal activation code you should follow the renewal option using the same email address and membership number, then the code will be dispatched immediately as long as you have already validated your email address, or within 24 hours if you have not validated your email address.

  or

  Contact Kaspersky Lab via this link: http://www.kaspersky.co.uk/tech_support/consumer

  Provide the email address you used when you first activated or registered the software and the Support Team will then try to locate your activation code for you.

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• Question 13

  I have uninstalled the software and I need to install and activate it again, but I have lost my activation code. What should I do?

  To retrieve your original activation code you should re-apply for the offer using the same email address and membership number, then the code will be dispatched immediately as long as you have already validated your email address, or within 24 hours if you have not validated your email address.

  To retrieve your renewal activation code you should follow the renewal option using the same email address and membership number, then the code will be dispatched immediately as long as you have already validated your email address, or within 24 hours if you have not validated your email address.

  or

  Contact Kaspersky Lab via this link: http://www.kaspersky.co.uk/tech_support/consumer.

  Provide the email address you used when you first activated or registered the software and the Support Team will then try to locate your activation code for you.

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• Question 14

  How do I install Kaspersky Security for Mac?

  To find out how to install Kaspersky Security for Mac, please click here to view on-screen instructions.

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• Question 15

  How do I apply my activation code to Kaspersky Security for Mac?

  In order to find out how to apply your activation code to Kaspersky Security for Mac, please click here to view on-screen instructions.

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• Question 16

  Where can I go for more information about how to use Kaspersky Security for Mac

  Click here to view our support articles regarding Kaspersky Security for Mac.

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• Question 17

  I have just renewed and received a new activation code and I have Kaspersky Internet Security 2012 installed. How do I activate it with my new activation code?

  If you are currently on the Version 2012 of the Kaspersky Internet Security product, we strongly recommend you migrate to the latest version which is Kaspersky Internet Security 2013. In order to do this, please follow the procedure on the FAQ “I have heard that there is a new version called KIS2013. Can I Upgrade to this version?”

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• Question 18

  How can I contact Kaspersky Lab Technical Support?

  Kaspersky Lab Virtual Agent, Lena can answer most of the basic technical queries. To contact Lena, please go to www.kaspersky.co.uk/support.

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• Question 19

  I get the following error when I try to activate my Kaspersky Internet Security with the new code I received, 'the entered activation code is incorrect', what should I do?

  If you are receiving the “incorrect code” message, please double check the characters you are typing in. Characters that may look like letter “L” will actually be the number “1” so please replace the character and try again. If you are still encountering issues you can contact our Virtual agent Lena here.

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