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Not recognising premium Security on new iPhone

PhilM89

I have a Total Security subscription which expires next July. Had it installed and working on my old iPhone. However when I log into the Security app on a new iPhone it only shows it as the free version yet I’m logged in correctly. I can login to Central on new iPhone. On central it shows the new iPhone device as not fully setup or covered and says using the free mobile security for iOS whereas old iPhone and a family member iPhone says they are on the upgraded version. Also FYI I’ve only got Bitdefender on 3 devices. Any help appreciated?

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Alexandru_BD

Hello,

Try the switch account feature and re-enter your Central account credentials in the Mobile Security app installed on that phone. If that doesn't work, go to Central, under My Devices and check on which subscription is the Iphone device allocated. If it's still on the Total Security, you can reallocate it to your new Premium Security subscription.

Let me know how it goes and if you can find that option

Regards

PhilM89

Many thanks for your recommendations. I tried logging out and back in again on the mobile security app but same issue remains.
To the second suggestion for the new iPhone it says it has the FREE mobile Security for iOS. Under Dashboard it says I have 3 services.

FREE mobile Security for iOS.
Premium VON
Total Security

The last one contains I assume the paid for mobile Security, which I assumed gave me more features but now I’m getting confused as to what it gives me over 1.

Alexandru_BD

How many devices can your subscription actually cover and do you see all devices protected in your Central account? You said it's valid until June next year and you have one subscription only, yes? A screenshot from your Central account would be most helpful here..

PhilM89

First picture shows the new phone and free mobile security. Last 3 pics are the services I have. Not sure where the free mobile Secuity comes from. I have the devices protected I want to except this one I assume?!

PhilM89

hi, just checking if you saw my reply above with the pictures you requested as it seems higher up the thread. Appreciate you may not have had chance to see it yet. Thanks

Alexandru_BD

Hi,

Yes, I saw it earlier today, but haven't got the chance to reply yet. I have one more question: can you activate Web Protection on that iPhone? I'm trying to find out if there's a mismatch between what's being displayed in your Central account and the actual BMS app installed on your device.

But since I'm unable to access your account, as we mostly rely on peer-to-peer support on the forum, perhaps the best way to move forward would be to reach out to Bitdefender Support directly and provide them with your account details so they can further investigate. They will be able to tell you exactly what's going on there, as they have more visibility and the required tools to check. Should you wish to get in touch with them, you can use this link:

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.

Let us know how it goes.

PhilM89

Thank you I’ll give contact them

Alexandru_BD

Alright, I hereby confirm that your ticket has reached the technical team. They are investigating and will get back to you as soon as possible.

Regards