My Username or Password is not working

KB Solution ID: KB2388 |Last Revised: October 5, 2015

Don't know your Username or Password?

Visit our Lost License page where you can request to have your Username and Password emailed to you. If you do know your Username and Password, follow the instructions from the checklist below.

Complete the items on the checklist below to troubleshoot this issue:

? Use only the Username/Password generated for you and sent to the email address you provided. For example:

  • Username: EAV-12345678
  • Password: abcde12345

? Copy and paste your Username and Password into the activation screen and be sure not to select an extra blank space

? If you cannot copy and paste, type your Username and Password EXACTLY as they are written:

  • The Username and Password are case sensitive
  • The hyphen in the Username is necessary
  • The Password is ten characters long
  • The Password uses all lowercase characters
  • The letter L is not used in passwords (use the number one (1) )
  • A big '0' is the number zero (0), a little 'o' is the lowercase letter o

? If your Username or Password still do not work:

Clear the update cache in ESET Smart Security or ESET NOD32 Antivirus. Click to view instructions.

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