how to connect via chat/online to somebody from Bitdefender to help me...

olliearfa

How do I connect via chat online to someone from Bitdefender to help me?

Gjoksi

Hello.

You can contact Bitdefender Consumer Support by chat, telephone or e-mail:

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

Chat is the fastest way to get in touch with Bitdefender Consumer Support.

For example: Select How to's & Troubleshooting Bitdefender products -> Troubleshooting -> Bitdefender Total Security, scroll down, click on "Contact Support" in the black rectangle and select "Chat 24/7".

NOTE: Bitdefender telephone support is not toll-free!

Regards.

Alexandru_BD

Hi @olliearfa,

In addition to the above, you may also ask your question here and we'll try to help. If we can't solve your inquiry on the forum, our engineers can provide further assistance.

Regards

rrwarren

I have a Total Security Account expiring in August and upgraded to Premium level. Instead of adding the Premium to begin after the Total Security account expired, I now have 2 subscriptions BOTH with automatic renewal. See below.

I cannot find where to remove auto renewal. There is screen to delete the account but I don't know which one it will delete.

Please either add the Premium subscription to the end of Total Security or delete Total Security entirely.

Be advised that I am withdrawing my authorization to renew the Total Security and will dispute and charge on my accounts for that subscription.

Please confirm receipt of this request and confirmation of your actions.

Thank you.

Scott

Hi @rrwarren

If you had been using Total Security for say, 30 days, and wanted to upgrade to Premium, then Bitdefender Support would probably have been able to have made that upgrade, trade out. But, since the two subscriptions are different, the only thing you can really do is to let Total Security expire, having disabled auto-renewal (see below). Then use your Premium Security license, as is a different subscription with all the added features it brings with it.

You may disable auto-renewal by following these steps. Many have found Method 1, to be more certain of disabling that feature.

https://www.bitdefender.com/consumer/support/answer/29081/

@Alexandru_BD can look into this as far as what you already paid for, or of what's been paid for, and go from there.

Kind regards,

Scott

Alexandru_BD

Hello @rrwarren,

Based on my findings, your previous Total Security license runs out in August. It no longer has the automatic renewal feature enabled and I can see that the new Premium Security suite is active and valid until July 2024.

The Premium Security package could not extend the existing Total Security license since these are two different products. Although Total Security covers the same operating systems as Premium Security, the later includes unlimited Premium VPN and the latest Password Manager. Consequently, the two products will run in parallel in the Central account until the Antivirus Plus license expires next month.

Kindly be advised that we cannot confirm receipt of any requests here, since this is an open forum. The help provided here is voluntary and comes from Bitdefender users such as yourself.

For future reference, whenever you wish to cancel the automatic billing feature for a Bitdefender subscription please reach out to the Support teams first, instead of opening a dispute/chargeback if the amount was already debited. If you choose to initiate a chargeback with your bank, credit card company, or PayPal, the refund process can become lengthy, taking up to 3-4 months before you receive a final resolution.

For more information on refund and cancelation, you can consult the following link (just for future reference):

https://www.bitdefender.com/consumer/support/answer/7217/

I hope the information is helpful.

Regards

jhamlin5958

need to open a chat session

Scott

https://community.bitdefender.com/en/discussion/comment/340482#Comment_340482

Follow the steps provided from this post that was included in this thread, which will lead you to Chat support.

https://community.bitdefender.com/en/discussion/comment/324723#Comment_324723

Kind regards.

Sharon Louise

Hello,

This is for Customer Care I did pay for Bitdefender Premium VPN thank you, just paid for Android Mobile but between the trial and purchase my mobile number changed and I think that is why I am showing 2 mobile phones in my account with only 1 having cocoverage. Just want to check if the coverage is on the right mobile phone.

Alexandru_BD

Hello @Sharon Louise,

First, open the Bitdefender Mobile Security app on your device and check if it's actually protecting the device. What you see in Central might be a duplicate device which you can easily remove from the console. You can also sign in again in your account using the app, to refresh the subscription/license.
On your Android device, tap the triangle ∴ on the bottom navigation bar, pap your e-mail address, then choose to log out of your account. Tap OK to confirm. Afterwards, sign in with the e-mail address and the password of your Bitdefender Central account, and this should sync the app with your subscription/license and the device will appear as protected both in the app and in the Central account.

Let us know how it goes.

Regards,

Alex

Alexandru_BD

@Sharon Louise please note that you have reached the Bitdefender forum. Should you require further assistance with your subscription/license, kindly use this link to choose from the available contact channels.
And yes, chat would be the fastest way to get in touch with Bitdefender Support, if necessary.

Hope this helps.

Regards,

Alex

ansarisami

Its so frustrating finding a way to chat with your support team.

I purchased a subscription and every time I install on my mobile phone I get a 14 day trail and not the original subscription I paid for.

HELP PLEASE

Flexx

https://community.bitdefender.com/en/discussion/comment/342252#Comment_342252

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.

Regards

Alexandru_BD

https://community.bitdefender.com/en/discussion/comment/342252#Comment_342252

Hi @ansarisami,

Did you manage to solve this?
If you have a paid license/subscription activated successfully in your Central account, but this is not reflected on one or more devices where Bitdefender is installed, make sure the app (Mobile Security in this case) is logged in using the email address associated with the Central account where the license/subscription is running. You can use the 'Switch Account' feature to re-enter your account credentials and sync Bitdefender with the Central account where the valid license/subscription is running, because the product will get its validity and configuration from there.

Let us know if the issue persists and I will provide step by step instructions, if necessary.

Regards,

Alex

Jelly299Bean13

Hello I was chatting to someone, but losted them! I had already renewed my subscription for another year. But i keep getting emails requesting and stating i only have so many days to renew. The person I was chatting with told me to click on my name right top corner, i did and select Switch accounts, log in again. well with I click on my name I did not have any choice of Switch Accounts?

Flexx

https://community.bitdefender.com/en/discussion/comment/344264#Comment_344264

Kindly have a look at the link provided below.

https://www.bitdefender.com/consumer/support/answer/1802/?

Regards

Talczter

My VPN will not load. Can someone please help

Alexandru_BD

Hello @Talczter,

Can you share any symptoms or error messages? Does this happen on a PC or mobile device and on what OS?
"will not load" means it won't open after installing it, or it doesn't connect at all? Have you tried multiple servers, different internet connections and protocols? Did it work before, or is this your first time using it? Please elaborate.

Thanks!

Talczter

Hi Alexandru. It worked fine until the upgrade, it just will not connect, I've tried 3 different locations, Manchester, London and Singapore

Alexandru_BD

Hello @Talczter and thanks for replying.

In this case, I would recommend to contact Bitdefender Support and provide them with the following information that would help the engineers troubleshoot the issue you are encountering:

1. The OS on which the VPN is running.
2. The affected account.
3. Whether the problem occurs on a
   specific location or all locations.
4. IP of the affected server(s).
5. If using standalone VPN or VPN in BMS.
6. Whether the problem occurs only on mobile data or only on Wi-Fi or present on both.
   Preferably try multiple networks.
7. App version.

Additionally, if this happens on Windows OS, a Support tool log would be helpful. Here's how to generate one:

https://www.bitdefender.com/consumer/support/answer/1733/

You can get in touch with the Bitdefender engineers by choosing one of the contact channels listed here:

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

State your contact reason / choose request category, then choose 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.

Regards,

Alex

Bitpablo6

Hello,

I want to add the protection to my Android. I copy the link and send it by mail.

When I try to download it on the phone, I see Google Play as the source. I am afraid of missing my BitDefender from the Central.

Can some one clarify the situation and tell me how to proceed, Please?

Flexx

https://community.bitdefender.com/en/discussion/comment/347161#Comment_347161

Bitdefender Mobile Security for Android must be downloaded from the Google Play Store only. Once downloaded and installed, you will be prompted to enter your Bitdefender Central account details. Upon successful login, your product will automatically synchronize with your Bitdefender Central account.

Regards

Suzanne Loeb

Hello, I upgraded my Bitdefender Small Business license to Ultimate. The chat does not provide technical help for my issue. All I want are clear instructions for onboarding workers. The directions say they are to open an account. How do they open an account? They are unable to create an account within Bitdefender Central. They cannot create a free account and convert it to my license. This situation is frustrating. I have made five calls to customer service, but the representative disconnected each call. I have even searched through Chat GPT for help onboarding employees. But, the information is outdated. In desperation, I opened a customer support ticket five hours ago. Today is the second day I have dealt with this issue, and I have wasted over ten hours on a simple problem. Where is the customer service for such a fundamental question? This should be covered in the small business owner's instructions. This is the worst UX (user experience) I have encountered in a long time.

Scott

@Alexandru_BD could you follow up with any insights you may have from your end, to help @Suzanne Loeb.

Thank you.

Suzanne Loeb

@Alexandru_BD and Scott, I finally found the chat and the answer. Finding the AI chat in a moment of panic and with two confused people who depended on me to guide them was difficult. I want to be clear: the problem was on my end. I helped one person who works with me on the phone, and I will help the other person get on board this weekend in person. The problem was that I upgraded from Small Business to Small Business Ultimate to get additional seats. I missed that I had to toggle to the Business page. It would have simplified things if I had uninstalled my Small Business software before downloading Small Business Ultimate. This is one time when the AI chat saved the day with clarity. Thanks. The case is resolved.

Flexx

In the future, you can follow the procedure below to get in touch with Bitdefender support directly:

Visit 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.

Since the issue has been resolved, this post is now closed to further comments.

Regards