Licensing FAQ (Home Users)

KB Solution ID: SOLN2393|Last Revised: July 31, 2014

Issue

  • You have a question about your ESET license

 Are you a business user?

Solution

Click a question to jump to the answer:

  1. How do I purchase a license for my ESET product?
     
  2. How many licenses do I need to purchase?

  3. What is a 3-computer pack?
     
  4. I purchased a 3-computer pack—how many licenses do I have left?
     
  5. Where is my Username and Password?

  6. I want to use ESET Smart Security and ESET NOD32 Antivirus—do I need to purchase a license for both?
     
  7. Someone else set up my ESET product—how do I transfer the license to my name?
     
  8. My email address has changed—what do I do?
     
  9. I bought a new computer / re-formatted my computer—do I need to purchase another license?
     
  10. How do I renew my license?

  11. I use a dual-boot computer with two separate operating systems—how many licenses do I need?
     
  12. I use dual-boot software (for example, Mac Boot Camp)—do I need separate licenses for my Mac and Windows operating systems?
     
  13. I have multiple operating systems running simultaneously using a program such as VMWare, Citrix or Parallels—how many licenses do I need?
     
  14. I just renewed but my old expiration date is still displayed in the program—why?
     
  15. I downloaded the 32-bit version, but my computer requires the 64-bit version—can I re-download my product?
     
  16. I installed the wrong product or version—what should I do?
     
  17. How do I add, subtract or combine my previous license(s) before renewing?
     
  18. Can I extend my license before the expiration date?
     
  19. What is ESET Multi-Device Security? ESET Multi-Device Security–Home Office Edition?
     



  1. How do I purchase a license for my ESET security product?



  2. How many licenses do I need to purchase?

    • A single license will protect one operating system.
    • If you purchase ESET Mobile Security for Android using your Google Play or Amazon.com account, you can install ESET Mobile Security on up to 5 seperate devices.
    • If multiple people in your household use a computer with a single operating system (e.g. Windows 7), you will need a "1 PC" license.
    • If you require protection for more than one computer, you will need to purchase an additional license for each desktop computer, laptop or netbook.
    • For dual-boot systems, please see question 11.


  3. What is a 3-computer pack?

    A 3-computer pack includes 1 year of antivirus protection for up to 3 separate computers. 
     
  4. If you receive an error message (such as "Activation failed") during activation, it is likely because you already used your key when you installed your first computer. After activating your first computer with the activation key, you should receive an email from ESET with your username and password which should then be used to activate your remaining computers (reinstallations of ESET also require that you use your username and password).

    When installing and activating on your second and third machines, follow the steps below:

    1. On the second computer, insert your CD into the second machine or select your product from the Download page to begin your second installation.
    2. Follow the on-screen instructions to install your product.
    3. When you reach the Product Activation window, be sure to select Activate using Username and Password and complete the installation using your ESET-issued username and password.

       
    4. Repeat steps a-c for your third installation.
       
  5. I purchased a 3-computer pack—how many licenses do I have left?

    Our update servers will only notify you when you attempt to update more licenses than you have been allotted (you will get an error while updating).
     
  6. Where is my Username and Password?

    After purchasing your ESET product, you should have received an email message containing your Username and Password.


     
  7. I want to use ESET Smart Security and ESET NOD32 Antivirus—do I need to purchase a license for both?
  8.  
    • If you purchase a license for ESET Smart Security, you may use that license to download/install ESET NOD32 Antivirus.
    • Purchasing a license for ESET NOD32 Antivirus does not allow you to download/install ESET Smart Security.
    • ESET Smart Security and ESET NOD32 Antivirus should never be installed on the same system.


  9. Someone else set up my ESET product—how do I transfer the license to my name?

    To transfer account information to another name, the person who originally registered the account needs to call or email ESET Customer Care with the following information: 

    • Name, email address or street address of the original account holder
    • The new name, address or email account that the license is to be updated with

    When contacting ESET Customer Care

    Be sure to contact ESET Customer Care using the email address under which the account is currently registered.
     

  10. My email address changed—what do I do?

    You will need to update ESET Customer Care with the new email address.

     
  11. I bought a new computer / re-formatted my current computer—do I need to purchase another license?

    No, your license allows you to download our software as many times as necessary. To reinstall your software, follow the steps in the following Knowledgebase article: 

  12. How do I renew my license?

     
  13. I use a dual-boot computer with two separate operating systems—how many licenses do I need?

  14. You only need one (1) license, as you cannot use both operating systems simultaneously.

  15. I use dual-boot software (for example, Mac Boot Camp)—do I need separate licenses for my Mac operating and Windows operating systems?

  16. North American customers: Yes, you will need to purchase ESET Cyber Security/ESET Cyber Security Pro and an ESET product for Windows.

    Customers outside North America: No, you do not need to purchase ESET Cybersecurity/ESET Cyber Security Pro and an ESET product for Windows. You can extend the protection of your ESET product to a parallel operating system on the same computer.

    To purchase additional licenses, click here to visit the purchase page

  17. I have multiple operating systems running simultaneously using virtual machine software such as VMWare, Citrix or Parallels—how many licenses do I need?

  18. In situations where the operating systems are running simultaneously, one license per virtual machine is required.

  19. I just renewed but my old expiration date is still displayed in the program—why?

  20. In some cases, users may experience a brief delay before the expiration date is updated and program updates are downloaded. Your virus protection will remain active and your computer will be secure during this time. If you renew before your expiration date, your new expiration date will not take effect until your original expiration date passes.

  21. I downloaded the 32-bit version but my computer requires the 64-bit version—can I re-download my product?

  22. Yes, you can download our software as many times as necessary.

    1. Determine which version your computer requires
    2. Download your product


  23. I installed the wrong product or version—what should I do?
  24. Uninstall the incorrect product or version and then reinstall the correct product or version. For step-by-step instructions, please see the following Knowledgebase articles:

  25. How do I add, subtract or combine my previous license(s) before renewing?

  26. Our Sales Support team will be happy to assist you. License modifications are allowed within 30 days of your initial purchase or within 90 days of your renewal date. Please use our contact page for further assistance.

  27. Can I extend my license before the expiration date?

    ESET does not currently offer a license extension program. You may renew up to 90 days before your license expires, and 60 days after your license expires. If you do decide to renew before your expiration date, your new expiration will not take effect until your original expiration date passes.
  28. What is ESET Multi-Device Security? ESET Multi-Device Security–Home Office Edition?

    ESET Multi-Device Security and ESET Multi-Device Security–Home Office Edition are licenses that allow you to install a combination of ESET products on all your various devices. If you purchased ESET Multi-Device Security, or ESET Multi-Device Security–Home Office Edition, please see the ESET Multi-Device Security FAQ for detailed information about these products.

 

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