[KB2393] Subscription FAQ (Home users)


Licensing FAQ for ESET business products

  1. How do I purchase a subscription for my ESET product?

    Visit the ESET e-Store.

  2. How large of a subscription do I need to purchase?

    Subscriptions consist of seats. Each seat protects one operating system on one device. For example, if multiple people in your household use a computer with a single operating system (for example, single Windows operating system), you will need a subscription with at least one seat.

  3. How many devices can I protect with one subscription?

    Subscriptions consist of seats. Each seat protects one operating system on one device. ESET HOME Security Essential, ESET HOME Security Premium and ESET HOME Security Ultimate subscription tiers come with multiple seats depending on your location and reseller.

    Subscription tiers
    Product Tier Platform
    ESET HOME Security Essential ESET HOME Security Premium ESET HOME Security Ultimate
    ESET Security Ultimate Windows
    ESET Smart Security Premium Windows
    ESET Internet Security Windows
    ESET NOD32 Antivirus Windows
    ESET Cyber Security macOS
    ESET Mobile Security for Android Android
    ESET Parental Control for Android Android
    ESET Smart TV Security Android TV
    ESET Password Manager Windows, macOS, Android, iOS
    ESET VPN Windows, macOS, Android, iOS
    Identity Protection (US Only)  Windows, macOS, Android, iOS

    If you want to protect only one device, you can purchase a subscription for one of the basic security products:

    Single products
    Subscription Products you can activate Platform
    ESET NOD32 Antivirus ESET NOD32 Antivirus Windows
    ESET Cybersecurity macOS
    ESET Mobile Security for Android ESET Mobile Security for Android Android
    ESET Smart TV Security Android TV
    ESET Parental Control for Android ESET Parental Control for Android Android
    ESET Smart TV Security ESET Smart TV Security Android TV

  4. Do I need to use a seat to reinstall my ESET product?

    No, you can reinstall your ESET product for troubleshooting purposes anytime.

    You are only required to purchase additional seats if you plan to have ESET products installed and activated on more devices than your subscription covers at any given time.

  5. How can I turn off auto-renew?

    View the steps on how to turn off the auto-renew.

  6. I bought a new computer/re-formatted my current computer. Do I need to purchase another subscription?

    No, but if you did not uninstall your ESET product before the re-formatting or uninstall the ESET product from your old computer, you may need to remove these devices from your subscription manually via ESET HOME platform to free up the seats.

  7. I want to use more than one ESET product. Do I need to purchase a subscription for each one?

    You can install a number of products equal to the number of seats in your subscription.

  8. I use a dual-boot computer with two separate operating systems. How many subscriptions or seats do I need?

    Each operating system counts as one device, so you need a separate seat from your subscription for each operating system. If you have a subscription with only one seat, you need to expand your subscription or purchase another via ESET eStore.

  9. I have multiple operating systems running simultaneously using virtual machine software such as VMWare, Citrix or Parallels—how many seats do I need?

    A single seat lets home users install the standard home product on one physical machine. Each virtual endpoint counts as a physical endpoint (one seat per virtual machine is required).

  10. I do not have an Activation Key; I only have a Username and Password.

    Previous versions of ESET products used a Username/Password combination that was replaced by an Activation Key. To get your Activation Key, continue as if you had lost your Activation key.

  11. Where can I find my Activation Key?

    When you purchase a subscription for an ESET product, you receive an email from ESET containing your ESET-issued Activation Key. This email is delivered to the email address used at the time of purchase. The Activation Key represents a unique string in the format XXXX-XXXX-XXXX-XXXX-XXXX, which is used for identification of the subscription owner and activation of the subscription, as well as the subscription credentials.

    I never received the subscription email containing my activation key.

  12. Someone else set up my ESET product. How do I transfer the subscription to my name?

    To transfer account information to another name, the person who originally registered the account needs to call or email ESET technical support with the following information: Name, email address or street address of the original account holder; the new name, address or email account that the subscription is to be updated with.

    Be sure to contact ESET technical support using the email address under which the account is currently registered.

  13. My email address changed. What do I do?

    You must update ESET technical support with the new email address or you can change your email address in your ESET HOME account.

  14. Do I need to renew my subscription?

    There are two types of ESET subscriptions:

    • Auto-renewal subscriptions renew automatically until you cancel your subscription.
    • Manual-renewal subscription needs to be manually renewed before expiration. Otherwise, you will lose protection after the subscription's expiration date.
  15. How do I renew my subscription?

  16. Can I extend (renew) my manual-renewal subscription before the expiration date?

    ESET does not currently offer a subscription extension program.

    Visit the ESET e-Store, or contact your local ESET partner for more details.

    North American customers: You may renew any time after your purchase and up to 365 days after your subscription expires. If you decide to renew before your expiration date, your new expiration will not take effect until your original expiration date passes.

  17. I just renewed, but why is my old expiration date still displayed in the program?

    Users may experience a brief delay before the expiration date is updated and program updates are downloaded. Your virus protection will remain active, and your computer will be secure. If you renew before your expiration date, your new expiration date will not take effect until your original expiration date passes. If more than 24 hours pass and the subscription is still showing as not updated, activate your product again with your Activation Key.

  18. How do I add, subtract or combine my previous subscriptions before renewing?

    contact your local ESET partner for more details.

    Our Sales Support team will be happy to assist you. Subscription modifications are allowed within 30 days of your initial purchase or 90 days of your renewal date. Use our contact page for further assistance.

  19. I downloaded the 32-bit version, but my computer requires the 64-bit version. Can I re-download my product?

    Yes, you can download our software as many times as necessary. We recommend that you download ESET products from the ESET HOME portal. This way, you download ESET product already activated and with the correct version for your device.

    1. Determine which version your computer requires.

    2. Download your product.

  20. I installed the wrong product or version. What should I do?

  21. I purchased a subscription for more devices. How many seats do I have left?

    You can view and manage your subscriptions after you log into an ESET HOME online account. Our update servers will only notify you when you attempt to update more devices than you have been allotted (you will get an error while updating).

  22. What is ESET HOME?

    ESET HOME is a service that enables you to manage your ESET subscriptions and protection of your devices from one location. Visit the ESET HOME User Guide for detailed instructions on using ESET HOME.

  23. What do I do if I receive the notification "Activation failed – Overused subscription"?

    Visit our Knowledgebase article to see more information.

  24. Can I use the same subscription to change to a different ESET Windows/macOS home product with additional features?

    Yes. If the ESET Windows/macOS home product subscription qualifies for a product with more features, "Your subscription allows you to install a product with more features" will be displayed after installation. The user can accept the product change or stay on the current product. The user can also change to a product with more features at any time.

  25. My subscription has been suspended. What does it mean?

    If you receive a "Your subscription is suspended" alert in your ESET Windows/macOS home product, your product will stop receiving updates. Log in to ESET HOME portal, check your subscription information, or ensure your payment details are up-to-date. Contact your reseller if you are not connected to the ESET HOME portal.

  26. Do I need to have free seats to install ESET Password Manager?

    No, installing ESET Password Manager does not consume seats. Each user needs to have a separate Password Store. The number of Password Store accounts you can create in ESET Password Manager equals the number of seats issued to your ESET subscription.

  27. Do I need to have free seats to install ESET VPN?

    No, installing ESET VPN does not consume seats. Each user needs to have a separate profile. The number of VPN profiles you can create equals the number of seats issued to your ESET subscription.

  28. Do I need ESET HOME account to manage my subscription?

    Yes, ESET HOME account is mandatory for all subscriptions purchased after November 15, 2023.