Renewal to better edition not possible

I've tried to renew my Family subscription of Bitdefender Total Security. In order to do it correctly (renewal not new licence) I've clicked on renewal banner onder My Subscription in Central. New page was opened and it offered me subscription for Total and Premium. I've selected Premium as I wanted better edition. Filled in my email and paid.

After that new activation code arrived in the email. But I can't activate it. Central shows error that I already have valid Family subscription. Yes I know, I'd like to renew :-)

So I started chat with support. They told me that if I selected different edition I can't renew. It's new licence. Ok, I've 13 days of old one, so let's dump it. No, it's not possible - if I want Premium I have to activate it under new Central account. WTF?!

This year Bitdefender made renewal really crazy… If they won't find any solution I have to ask for refund and purchase Total edition again (they don't want my money for upgrade, so let's stay on Total) or…. select different product after being with Bitdefender for many years.

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Comments

Gjoksi

Hello.

Maybe @Alexandru_BD, who works for Bitdefnder, can give you more insights on the issue.

Regards.

Alexandru_BD

Hello,

When upgrading from Total Security to Premium Security, any remaining validity on the previous subscription/license cannot be cumulated by default, because the two products are not identical. Therefore, the new subscription can only be activated separately, in parallel with the previous one. This means that the two subscriptions will overlap until the old one expires, if there's any validity left on that one. In the event the products are identical, you will be given the option to extend the current subscription during the activation process, and this way the validity is merged.
The Support teams will make further adjustments for your account, so the validity can be merged exceptionally and this way you will be left with a single subscription — Premium Security.

One more thing, it is not possible to have multiple Family plans running in the same Central account. So if you previously had Total Security (Family plan) and wanted to upgrade to Premium Security (Family plan), you won't be able to redeem that activation code, if the Total Security Family plan is still valid at that time.

In any case, please check your Central account when you see this, as it should be sorted now.

Regards,

Alex