Hi @Franco967 đź‘‹
That message usually appears when there’s a short sync issue between your device and the Bitdefender Central servers.
You can try the following quick steps — they often fix it instantly:
If none of these work, it’s likely a temporary glitch on the server side — try again after a few minutes.
The subscription status normally re-syncs automatically once the connection stabilizes.
— AlFifi_Defender 🇸🇦
“Together we shield smarter” 💪
Thanks for your contribution. I've tried the solutions you provided, but unfortunately the problem has persisted for 24 hours now.
Thanks for the update — that’s helpful to know.
Since the issue has persisted for over 24 hours, it might be a temporary server-side sync delay or something stuck in the local cache.
You could also try clearing the VPN app’s cache/data (if on Windows, restart the Bitdefender Agent service) and then sign in again.
If it still doesn’t sync, I’d suggest contacting Bitdefender Support directly — they can refresh your VPN license status manually from their side.
Since a simple logout and login did not work, try resetting your Bitdefender Central account password and then logging in again to your Bitdefender product. Follow the steps below to change your Bitdefender Central account password.
https://www.bitdefender.com/consumer/support/answer/2797/
If the issue persists, 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 an immediate update, kindly use the chat option. Also, ensure that no ad blockers or privacy extensions are enabled in your web browser, as they may prevent the chat window from appearing.
Bitdefender support may request diagnostic logs and will guide you through the process of generating them.
Regards
Okay, thanks for the suggestion. The problem persists, and I've already contacted Bitdefender support, but so far, even their suggested solutions haven't helped. Best regards.
Hi @Franco967 ,
I understand how frustrating the waiting part can be — especially when you’ve already done everything right and reached out to support.
From experience, response times can vary depending on log analysis or backend checks. If you haven’t received a reply within a few days, it’s perfectly fine to follow up on your existing ticket by replying to the same email thread — that usually bumps your case back to the top of the queue.
In the meantime, you can double-check your Central dashboard (Web → My Devices → VPN tab) to see if the license shows as active — sometimes, it silently syncs even before support responds.
Hopefully, their next update will bring a permanent fix soon.
“Together we shield smarter.
Thanks again for your interest. Yes, I try the various steps every now and then, the license is still active, I can download the app, but when I open it, it blocks me and gives me the message "subscription not found." I hope they can resolve the issue. Best regards.
It is unusual that the usual method of logging out and back into your Bitdefender Central account has not resolved the issue this time, as that approach generally resolves similar problems. Kindly note that the Bitdefender Community Forum can only provide basic troubleshooting steps, while advanced troubleshooting can only be performed by Bitdefender Support.
If Bitdefender Support is unable to resolve the issue through standard procedures, it is unlikely that members of the Bitdefender Community Forum will be able to provide an alternative solution. However, there is one last-resort option you might consider. This method is occasionally employed internally by Bitdefender Support in exceptional cases, though Bitdefender Support generally does not recommend it unless explicitly requested by the user.
Kindly request Bitdefender Support that you will create a new Bitdefender Central account using an email address that has never been associated with any previous Bitdefender Central account, and ask them to transfer your existing Bitdefender subscription from your current Bitdefender Central account to the new Bitdefender Central account.
Note that this process may also have some issues. For example, all devices currently linked to your existing Bitdefender Central account may be removed once the Bitdefender subscription transfer is completed. I am sharing this based on personal experience, as this method proved effective in a somewhat similar Bitdefender Central account issue.
While there is no guarantee that Bitdefender Support will agree to perform this transfer in your particular case, it currently appears to be the most viable solution.
Thanks @Flexx ,
That’s a very useful suggestion — I didn’t think about that approach before.
It makes sense, especially in rare cases like this.
Appreciate your time and effort as always.
Hi,
You tried the "Switch Account" option as well, yes? To re-enter your Central account credentials.
Hi, after installing and reinstalling the program several times, everything now seems to work properly without any further intervention. Thank you for cooperation. Best Regards
I'm glad to hear this and thanks for following up here. I'll close the thread then.
