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Bitdefender Family Pack subscription not linking to family member accounts

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Why aren't my family members accounts not linking to my Bitdefender Family Pack subscription after I sent them a link from Bitdefender Central? I tried the QR code too. They receive the link, download the app and then are required to login in. As they don''t have a Bitdefender account they sign up for one and then login. Once logged in the app shows they are on the free version. What am I missing? I went back into Central and only my personal devices are showing as I logged into them using my Central login. The others aren't as they are different email addresses given they are all different users. I don't want to be sharing my Central login details. What do I do?

Answers

  • Flexx
    Flexx DEFENDER OF THE YEAR 2023 / DEFENDER OF THE MONTH ✭✭✭✭✭ mod
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    Kindly contact Bitdefender support by visiting https://www.bitdefender.com/consumer/support/help

    Select, How to's & Troubleshooting Bitdefender productsTroubleshootingI don't knowContact Support→ You will get the option of chatcall or email.

    Regards

    Life happens, Coffee helps!

    Show your Attitude, when you reach that Altitude!

    Bitdefender Ultimate Security Plus (user)

  • Thank you

  • Flexx
    Flexx DEFENDER OF THE YEAR 2023 / DEFENDER OF THE MONTH ✭✭✭✭✭ mod
    edited June 8
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    To add, they do not need to create their own personal Bitdefender account, as it will not work. You will have to use your Bitdefender account details to log them in since the family pack is under your Bitdefender account.

    You will either have to share your Bitdefender login details with them, or you will have to personally enter your Bitdefender login details on their PC or laptop; there is no other way.

    Regards

    Life happens, Coffee helps!

    Show your Attitude, when you reach that Altitude!

    Bitdefender Ultimate Security Plus (user)

  • Alexandru_BD
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    Hello,

    I'll add a few things here as well. Below you will find the complete install procedure when protecting other devices using your Bitdefender subscription/license:

    https://www.bitdefender.com/consumer/support/answer/1443/

    You will either have to share your Bitdefender login details with them, or you will have to personally enter your Bitdefender login details on their PC or laptop; there is no other way. - @Flexx it should be pointed out that this is not the intended behavior when protecting other devices and there's more to this.

    The Central account credentials should not be requested to the user who installs Bitdefender on their devices using the link or QR code you've sent. If this happens, there can be a few reasons behind it, as there are some limitations in place.
    There is a limit on how many autologins you can do in a certain period of time, and you can only autologin from the country where the Central account was created. So, if you send invites to someone from another country, or if the person trying to use the install link is connected to a VPN in another country, the link won't work and they will be prompted to enter the main Central account credentials, like you've described.

    This happens because multi-user home solutions are intended to be installed on devices that belong to the same household, and because a login attempt from another country can be a sign of suspicious activity, so the login security measures in place will be triggered if someone abroad is trying to use an install link coming from your account.

    These restrictions also have the purpose to deter unfair usage and unauthorized resale of license slots.

    Of course, if the causes are different or cannot be identified, you should get in touch with the Support teams for further assistance.

    Regards,

    Alex

    Premium Security & Bitdefender Endpoint Security Tools user

  • Flexx
    Flexx DEFENDER OF THE YEAR 2023 / DEFENDER OF THE MONTH ✭✭✭✭✭ mod
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    Thank you, @Alexandru_BD, for elaborating on my comment in detail, so the user can fully understand the context.

    Regards

    Life happens, Coffee helps!

    Show your Attitude, when you reach that Altitude!

    Bitdefender Ultimate Security Plus (user)

  • Alexandru_BD
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    You're welcome @Flexx 😉

    Premium Security & Bitdefender Endpoint Security Tools user