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Bitdefender Central doesn't recognize recent renewal of Family Plan

RXT1885

I just purchased a family renewal of Bitdefender. Why doesn't it show up on the desktop app??

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Comments

Alexandru_BD

Hello!

Does it show up in Bitdefender Central and if yes, can you check under "My Subscriptions' tab how it's displayed?

RXT1885

actually, it doesn't; although I may have switched from individual to family

RXT1885

I just double-checked and I have confirmation of the order.

Alexandru_BD

But did you redeem the activation code for the new subscription there? Or how did you switch between subscriptions? The device(s) may still be protected by the individual subscription in this case (if that's still valid), or there could be two Central accounts, that would be my best guess.. Hard to tell without actually seeing how both Central and the Bitdefender app look like..

RXT1885

I don't understand your Qs. In the past, this proccess ws straightforward.

Alexandru_BD

As it should be, the process is exactly like this - straightforward, but it's important to know if we are talking about a product/subscription change/update here.
Please refrain from posting invoices displaying your personal information, contact data and address.
This is a public forum after all, so it's not really recommended to share any sensitive information.

Whenever you purchase a Bitdefender subscription, you are given an activation code. Using this code, you activate your product in your Central account, after which you can install protection on your devices. This would be the usual flow. Now, if you are already a customer and made purchases on the Bitdefender website before, automatic activation may kick in, if the following conditions are met:

You have previously purchased Bitdefender from the official website.
You have already activated a subscription in the same Bitdefender Central account.
Your previous Bitdefender subscription is still active.

More information about Bitdefender subscriptions can be found here:

https://www.bitdefender.com/consumer/support/answer/29437/

here:

https://www.bitdefender.com/consumer/support/answer/125589/

and here regarding automatic activation:

https://www.bitdefender.com/consumer/support/answer/125595/

Scott

@Alexandru_BD

Is it something to try going to the top right corner of the UI, My Account/Switch Account then log back in with the credentials used for renewal, and see if that refreshes the device account (if that's the/an issue)? Otherwise, your post above covers all the bases :)

Alexandru_BD

Yes, I think it's worth trying a "switch account" to try and sync the subscription again. Otherwise, if nothing helps they should get in touch with Bitdefender Support so they can access their account and see what's going on there.