Family Pack expired 31/7 and stopped, I can't add a new activation code for Ultimate Security Family Plan

jean hamel

Hello,

My Family Pack expired on 31/7 and I received a question to renew to the new Ultimate Security Family Plan 25 devices 1 year at 189,99€. But I could obtain via licentie2go the same pack for 79,95€ and I have an activation code. My old licence is erased and I received an credit note. My card defined on the Bitdefender Central app was expired so I never paid. In the mean time, I installed the Total Security individual plan (otherwise my devices weren't protected anymore. In the Central app I only see the Total Security (for 30 days - trial), no other Family Plan.

Problem : when I add the new activation code I receive an error → see attachment .

How to solve the problem?

Thanks and kind regards,

bd_activation_code.pdf

Alexandru_BD

Hello,

The previous Family Pack license is not the same as the new Family Plan. More info here:

https://www.bitdefender.com/en-us/consumer/family-pack

Perhaps because you've had Family Pack in your Central account previously, you cannot activate the Family Plan on that account now. This needs to be sorted by the Support teams anyway, because we cannot make the necessary adjustments on the forum, and based on your summary, it seems that you may have also activated a trial.
Head to the link below to get in touch with Bitdefender Support:

https://www.bitdefender.com/consumer/support/help/

State your contact reason, choose request category, then select from the available contact channels, chat, phone and email/ticket. Chat would be the fastest way to reach them.

If possible, follow up here as well and let us know how it went. The resolution may be useful to know for other users who may find themselves in the same scenario.

Regards