Hello @Treylin,

Using the device that appears unprotected, try the following:

1. Double-click the Bitdefender shortcut from your Desktop to open the dashboard.

2. Click the account  icon in the top right corner of the Bitdefender interface.

3. Click the Switch Account button to change the account linked to the computer.

4. Sign in with the e-mail address and the password of the Central account.

After completing the above instructions, your device should be displayed as protected in the Central account.

Let us know how it goes.

Best regards.

Hi @NEH, I'm glad to hear this and thank you for your feedback. 👍️

Yes, using the switch account feature sometimes helps synchronize the program with the subscription/license active in Central, it's recommended to do this especially when there have been subscription/license changes. For the devices to be protected, the antivirus must always be linked with the Central account where the activation code has been redeemed, because it draws its configuration and validity from there. In cases of multiple Central accounts, the program could remain linked to an expired subscription, for example, and the switch account feature allows you to connect it to the Central account that runs a valid subscription.

Regards,

Alex

Hi @monaghan1969 and thanks for joining us here.
Kindly be advised that this is an older discussion. But I'll share my input with you.

I'm unaware of any outstanding issues in Central right now. As for the issue initially reported here, as it can be noticed from the comments, this was punctually resolved by synchronizing the Bitdefender app with the subscription in Central. The Bitdefender software must be linked with the license/subscription active in the Central account, because it draws its configuration and validity from there. Your Bitdefender may not be linked with your account, or it could be linked to another account that does not have an active subscription, or it could be logged out entirely. You can apply the steps I provided above, and let me know if this solved the problem for you. Make sure to reboot your machine as well.
If this doesn't fix it, we'll see what needs to be done next.

For the record, Windows and Mac protection matter equally, and they are both treated with the same priority by security researchers and developers. However, MacOS is a much more restrictive environment than Windows, a situation that has two effects: one is that a Mac does not require the same amount of extensive anti-malware modules, since access is much more restricted to any 3rd party (not only including possible malicious apps / files, but the same restrictions apply to 3rd party software manufactures such as ourselves). The second effect is the limited access provided to developers. But this is another topic.

Regards,

Alex

Please, how do I upgrade to Bitdefender Ultimate Small Business Security from Bitdefender Small Office Security since I just paid for the latter and am unhappy with the product since I do not trust the software once installed on my macOS device?

This is something that must be addressed in Support. I suppose they could issue a refund for the current subscription, and you can later purchase the one you want.

Yes, the information displayed in the antivirus UI has precedence, or "overrides" the one displayed in Central.
Bitdefender Central is an online platform that serves as your user account. You can use the Bitdefender account to activate subscriptions, install protection, manage your devices, view your invoices, and modify your account settings. Bitdefender Central also provides the latest security news and tips to help you stay informed and protect your digital life. But it's the actual software that does all the work and protects your devices.
As it can be noticed in your screenshot, the product UI displays "Your Mac is safe", also showing the security modules that are enabled.

Normally, the information displayed in the UI should always match the one shown in Central, as you already know.
So, in the event a clean reinstall doesn't fix this glitch, I think it will be necessary for the Support teams to have a closer look, and maybe collect some logs to see what exactly triggers this incorrect message in Central.
They know their way around this scenario, and usually it turns out that there's either a server-related issue, or a network issue that's causing it.

Let us know how it goes.

Regards,

Alex

Thank you for sharing fresh feedback on this. Clearly this is not the intended behavior and based on the screenshots you provided, the installation appears to be successful. In order for the Support engineers to gather logs from the product, it will be necessary to get in touch with them using the link below, since it appears that we've exhausted all the available troubleshooting steps we can provide on the forum, so this will require a more in-depth investigation.

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

Before contacting them, you can generate a Profiler Log on your Mac, as this will be required by the engineers.
The Profiler utility is used by the Bitdefender support team to diagnose and troubleshoot Bitdefender Antivirus for Mac installation failures or product issues. The tool gathers logs and product usage information, necessary for further investigation, and the following article shows how to create a debug log on your Mac using this tool:

https://www.bitdefender.co.uk/consumer/support/answer/89091/

Once you have this information available, head to the first link where you can 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, so we can close the loop here as well.

Many thanks,

Alex