Can't contact BitDefender - urgent subscription advice needed

I am trying to contact BitDefender urgently but the email function is not working - I enter my query and it just scrolls, then the Capcha times out. Same on different devices. I can't get through to anyone on the phone either, just been on hold for 30 minutes
I installed a trial of Password Manager which has now expired but when I go to take up a subscription, it wants me to sign up to the full Total Security package. I already have a Total Security subscription, which expires in July, so I am not going to sign up for that twice!
The price for password manager alone, as a new customer, is half of what they offered for the TS "special price", but if I just sign up for that as a new customer, I'm not sure how that would link to my existing account. In the meanwhile all my passwords are being held hostage by BitDefender as it won't even let me export them - somehow my password isn't accepted, despite the fact that I can log into my account using that password. (and yes, Password Manager is showing in my BitDefender Central homepage, so I've not accidentally set that up as a new account).
If I can't get this sorted, I will be unsubscribing from the lot, as this is really concerning behaviour from an internet security company.

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Petersl

https://community.bitdefender.com/en/discussion/102952/cant-contact-bitdefender-urgent-subscription-advice-needed

Hi @Alyb

When you trying to contact support through there website with either e-mail or live chat make sure that your browser is set to standard settings and turn any add-on you might have installed off, some add-ons can be blocking certain things on websites that effect the functionality of that website.

Otherwise try a different browser, if that also doesn't work you can mail them directly to bdsupport@tickets.bitdefender.com

Flexx

https://community.bitdefender.com/en/discussion/comment/349210#Comment_349210

As far as I know, the email address you mentioned is not valid for sending emails. It is used solely by Bitdefender support to send replies to queries submitted by users through the Bitdefender support website.

https://community.bitdefender.com/en/discussion/102952/cant-contact-bitdefender-urgent-subscription-advice-needed

Kindly contact Bitdefender support by visiting https://www.bitdefender.com/consumer/support/help/

Select, How to's & Troubleshooting Bitdefender products→Troubleshooting→I don't know→Contact Support→ You will get the option of chat, call or email.

To get immediate update, make use of the chat option.

Also, ensure you do not have any ad-blocker or privacy-blocker extensions enabled, as they might prevent the chat window from appearing.

Regards

Alexandru_BD

Hello @Alyb,

As far as I know, there are no outstanding issues with that contact form. Apart from the possible reasons explained above, there can be other reasons as well, for example if you spend too long on the form page, the reCAPTCHA token can expire, leading to a failed verification when you finally hit submit. If that's not the case, I think you could also check the browser console and look for JavaScript errors related to reCAPTCHA. You could try again and restart the computer, and also make sure your browser is up to date.
One more thing you could try is to use another PC or a different browser.

As for the initial inquiry, you are right to assume that this is something that should be further investigated by the Support teams, as they can sort this out for you.

Regards,

Alex

Alyb

Thanks all for the suggestions. I did try the contact forms on different browsers and also via my mobile, with the same result each time, just scrolling.

I tried again without uploading the screenshot I had tried to send to support my query and it worked. So it seems there is an issue with the form when including an attachment.

So problem resolved* but it seems there is some issue if one did want to include an attachment despite there being provision for this.

*the fact that the only suggestion was for me to purchase a second subscription of Total Security is another matter but I have kind of got it resolved now!

Alexandru_BD

Thank you for following up here and for your feedback. 👍️