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Any suggestions regarding activation infinite loop?

CruiseDocJim
CruiseDocJim Retired Tech Geek
edited December 6 in Central and Subscriptions

Hi Folks

I'm hoping the experts can give me a hand.

  • Platform - Microsoft Surface Pro 11, running Windows 11 (all updates applied)
  • Browser - Edge with Secure Pass Browser Extension.  

Current situation: Trying to use Secure Pass.   When I open the extension, I get the following:

image-129e0778e67cc-19f0.png


When I click on the "Renew Subscription" button, I get returned to Bitdefender Central which shows I have an account and subscription:

image-091036b4ea2-a7fd.png


image-87194d14d1d17-d47c.png



So I am basically in an infinite loop where I get told my subscription isn't active, but I have one. 

Any suggestions would be appreciated!

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Answers

  • Gjoksi
    Gjoksi Defender of the month mod

    Hello.

    Here's another user with the same issue:

    https://community.bitdefender.com/en/discussion/102410/bitdefender-secure-pass-remains-open-without-password-prompt

    I think that your best option is to 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.
    Select: Purchase & Manage Subscription -> My Bitdefender Central Account, click on Contact Support in the black box and then click on Chat 24/7.
    NOTE: Bitdefender telephone support is not toll-free!
    Also, @Alexandru_BD (who works for Bitdefender) can take a look here and help you with the issue.
    Regards.

  • Rock.87
    Rock.87 Defender of the month ✭✭✭
    edited December 7
    https://community.bitdefender.com/en/discussion/comment/347341#Comment_347341

    Unfortunately, Bitdefender has been performing poorly in this regard. Customer service representatives lack the necessary knowledge and simply forward issues to expert teams, who take several days to respond with irrelevant answers. I've personally experienced this firsthand, following several cases that dragged on for months with no resolution beyond vague promises of 'investigation.' As a result, I've wasted months of my membership and lost hope in finding a solution

  • CruiseDocJim
    CruiseDocJim Retired Tech Geek

    I came here out of frustration with support. The escalation has begun with asking me for all of the information that was in the chat - including screenshot. Seriously, I was hoping to be able to ditch Norton for our small business, but that seems unlikely at this point.

  • jeff901
    jeff901 Mr

    I'm having the same issue trying to use secure pass and being caught in the loop.

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