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

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.

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):

I hope the information is helpful.

Regards

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

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

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

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!

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