[KB2388] My Username, Password or License Key is not working


License credentials are not the same as ESET HOME credentials

The Username and Password sent to the email address that you provided while purchasing a license are not to be confused with the login credentials to the ESET HOME account.

Are you an Android user? Click here to reset a lost or forgotten password for ESET Mobile Security for Android

Do not know your Username, Password, or License Key?

If you do know your Username, Password, and License Key, follow the instructions in the checklist below.

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

Use only the Username/Password/License Key generated for you and sent to the email address you provided while registering/purchasing a license. For example:

  • Username: EAV-12345678
  • Password: abcde12345

Copy/paste your Username and Password, or License Key (depending on product version) into the activation screen and be sure not to select an extra blank space.

If you cannot copy/paste, type your Username and Password, or License Key, EXACTLY as they are written:

  • The Username and Password are case sensitive
  • The hyphens in the Username and License Key are necessary
  • The Password is ten characters long
  • The License Key is sixteen 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), and a little 'o' is the lowercase letter o

If your Username and Password, or License Key still do not work:

Clear the update cache in your ESET Windows home product.