If you are having problems with your software, we hope you will find a solution below. Click a question to expand and view the answer:

  • 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

    • 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 ‘free Kaspersky security software’ link located under the rewards and offers tab at the top of the page. 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 0345 600 23 23 (Call rates).

    Read answer

  • 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 in the top right hand corner of your online banking page under ‘my profile’

    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 0345 600 23 23 (Call rates).

    Read answer

  • Question 3

    Can I renew or upgrade to Kaspersky Internet Security – Multi-Device 2016?

    Yes, you can renew or upgrade to Kaspersky Internet Security – Multi-Device 2016 which is a combination of protection for Windows PCs, Macs, smartphones or Android tablets. We recommend that you download the latest version(s) of our product(s) below to ensure compatibility.

    1. Download for Windows
    2. Download for Mac

    Save the download to a convenient location (e.g. Desktop or Downloads). Once the download is complete, close all programs. Uninstall your current version via Start > Control Panel> Uninstall a program or Programs and Features. After your machine has restarted, simply install the software 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 Activate

    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 2016 version, the question on activation codes may be helpful.

    Read answer

  • Question 5

    How do I apply for the Kaspersky Internet Security – Multi-Device offer?

    To apply for the offer for the very first time, follow the steps below:

    1. Go to www.barclays.co.uk and log in to Online Banking;
    2. From the rewards and offers tab, select free Kaspersky security software from the safety online section;
    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 Kaspersky;
    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 applications (Kaspersky Internet – Multi-Device covers any combination of 2 PCs, Mac and Android devices. For example, you can chose to protect 1 PC and 1 MAC, 1 MAC and 1 Android device; or 1 PC and 1 Android device.)
    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. 9. If you still have further difficulties please call the Barclays online helpdesk directly on 0345 600 23 23 (Call rates).

    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 2016 version, the question on activation codes may be helpful.

    Read answer

  • Question 6

    How do I apply my activation code to Kaspersky Internet Security Multi Device 2016?

    In order to apply the activation code to the 2016 version of the software, please follow the instructions available here.

    1. You have 3 Operating Systems to choose from: Windows, Android, Mac OS X
    2. Underneath your chosen Operating system, click on How to activate to access the full detail

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

    Read answer

  • Question 7

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

    Log in to online banking and click on the rewards and offers tab at the top of the page. Click the link for ‘free Kaspersky security software’ under safety online. Select the renew option on the following page and follow the on-screen instructions.

    Read answer

  • 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 in the top right hand corner of your online banking screen under ‘my profile’.

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

    Read answer

  • 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 0345 600 23 23 (Call rates).

    Read answer

  • 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.

    Read answer

  • 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.

    Read answer

  • Question 12

    I have already activated 1 licence of the software and I'd like to install it on the other computer 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.

    If you have done so and not received the code please contact the Barclays online Banking team on 0345 600 23 23 [Call rates].

    Or

    Contact Kaspersky Lab via this link: https://my.kaspersky.com/

    Please submit a screenshot of your Kaspersky License. To access it click on “License:” in the bottom right corner of the main Kaspersky window.

    The “How to take a screenshot” guide is available here.

    Read answer

  • 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: https://my.kaspersky.com/

    Please submit a screenshot of your Kaspersky License. To access it click on “License:” in the bottom right corner of the main Kaspersky window.

    The “How to take a screenshot” guide is available here.

    Read answer

  • Question 16

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

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

    Read answer

  • Question 17

    Where can I go for more information about how to activate, install and use Kaspersky Internet Security – Multi-Device 2016

    Click here to view our support articles regarding Kaspersky Internet Security – Multi-Device 2016.

    Read answer

  • Question 19

    How can I contact Kaspersky Lab Technical Support?

    You can contact Kaspersky Lab technical support through My Kaspersky at https://my.kaspersky.com/ or by phone 0203 549 3495 from UK mainland only (For consumer products only) 0818 333 516 from Ireland (For consumer products only)

    Please select Option 2 - For technical support

    Our support hours are from Monday to Friday from 8:00AM to 5:30PM (GMT)

    When calling from a landline, calls are charged at your National rate. Charges will vary when calling from a mobile, depending on your mobile network.

    Read answer

  • Question 20

    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.

    Read answer

  • Question 21

    Where can I go for more information about how to use Kaspersky Internet Security for Android?

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

    Read answer

  • Question 22

    I have just renewed and received a new activation code for Kaspersky Internet Security Multi-Device 2016; however I have Kaspersky Internet Security for Mac 2015 installed. How do I activate it with my new activation code?

    If you are currently on the version 2015 of the Kaspersky Internet Security for Mac product, please download the latest version here and follow the procedure to install and activate Kaspersky Internet Security Multi-Device on Mac OS X here.

    Read answer

  • Question 22

    I have just renewed and received a new activation code for Kaspersky Internet Security Multi-Device 2016; however I have Kaspersky Internet Security for Android 2015 installed. How do I activate it with my new activation code?

    If you are currently on the version 2015 of the Kaspersky Internet Security Android product, please follow the procedure to download, install and activate Kaspersky Internet Security Multi-Device on your Android phone or Tablet here

    Read answer

  • Question 22

    I have just renewed and received a new activation code for Kaspersky Internet Security Multi-Device 2016; however I have Kaspersky Internet Security 2015 installed. How do I activate it with my new activation code?

    If you are currently on the version 2015 of the Kaspersky Internet Security product, please download the latest version here and follow the procedure to install and activate Kaspersky Internet Security Multi-Device on Windows here.

    Read answer

  • Question 24

    I've changed my e-mail address. How do I update my registration with my new e-mail address?

    If your license has not expired then you cannot change your e-mail address that you registered with.

    You can only update your e-mail address when your license has expired and you can change your e-mail address during the Renewal process.

    Read answer

Go to Top