Solution

Licensing FAQ for ESET business products

1. How do I purchase a subscription for my ESET product?
   Visit ESET e-Store.

2. How many subscriptions do I need to purchase?

   • A single subscription will protect one operating system.
   • If multiple people in your household use a computer with a single operating system (for example, Windows 10), you will need a subscription for one device.
   • If you require protection for multiple computers, you must purchase an additional subscription for each desktop computer, laptop, or netbook.
   • If you purchase ESET Mobile Security for Android using your Google Play or Amazon.com account, you can install ESET Mobile Security on up to five separate devices.
   • View information regarding dual-boot systems.

3. What is a subscription for more devices?
   One subscription that can protect several devices is available for purchase. During installation, you can type or copy/paste the same Activation Key into the number of devices you have purchased the subscription.

   You can manage your subscriptions and devices in ESET HOME. When you register in ESET HOME with the same email you used to purchase your subscription, the subscription is automatically assigned to your ESET HOME account.

4. Do I need to buy a new subscription to reinstall my ESET product?
   No, you can uninstall and reinstall your ESET product for troubleshooting purposes or use your existing subscription 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. Does reinstalling my ESET product use one of my subscriptions?
   No, reinstalling your ESET product does not affect your subscription usage. Your existing subscription remains functional for the duration of your subscription regardless of how many times you remove or install the product on the computer to which it is registered.
   

7. I bought a new computer/re-formatted my current computer. Do I need to purchase another subscription?
   No, you can download our software as many times as necessary. To reinstall your software, Transfer my ESET business product to a new computer.

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

   • If you purchase a subscription for ESET Security Ultimate, you may use that subscription to download/install ESET Security Ultimate, ESET Smart Security Premium, ESET Internet Security and ESET NOD32 Antivirus.
   • If you purchase a subscription for ESET Smart Security Premium, you may use that subscription to download/install ESET Smart Security Premium, ESET Internet Security and ESET NOD32 Antivirus.
   • If you purchase a subscription for ESET Internet Security, you may use that subscription to download/install ESET Internet Security and ESET NOD32 Antivirus.
   • If you purchase a subscription for ESET NOD32 Antivirus, you may use that subscription to download/install ESET NOD32 Antivirus.
   • Purchasing a subscription for ESET Internet Security does not allow you to download/install ESET Smart Security Premium.
   • Purchasing a subscription for ESET NOD32 Antivirus does not allow you to download/install ESET Smart Security Premium and ESET Internet Security.
   • You should never install ESET Smart Security Premium, ESET Internet Security and ESET NOD32 Antivirus on the same system concurrently.

9. I use a dual-boot computer with two separate operating systems. How many subscriptions do I need?
   Each operating system counts as one device, so you need a separate subscription for each operating system or a subscription for more devices.

10. I use dual-boot software (for example, a Mac computer with Boot Camp). Do I need separate subscriptions for my macOS and Windows operating systems?
    Yes, you must purchase an ESET Cyber Security/ESET Cyber Security Pro subscription and an ESET Windows home product subscription. To purchase additional subscriptions, visit the ESET e-store.

11. I have multiple operating systems running simultaneously using virtual machine software such as VMWare, Citrix or Parallels—how many subscriptions do I need?
    A single subscription lets home users install the standard home product on one physical machine. Each virtual endpoint counts as a physical Endpoint (one subscription per virtual machine is required).

12. 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. 
    

13. 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 Username and Password/Activation Key.

14. 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.

15. My email address changed. What do I do?
    You must update ESET technical support with the new email address.

16. How do I renew my subscription?

    • Visit the renewals page
    • See more information on renewal pricing.

17. Can I extend (renew) my subscription before the expiration date?
    ESET does not currently offer a subscription extension program.

    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.

    Customers outside North America: Visit ESET e-Store, or contact your local ESET partner for more details.

18. 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.

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

    Customers outside North America: contact your local ESET partner for more details.

20. 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.

    1. Determine which version your computer requires.

    2. Download your product.

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

    • Change your ESET Windows home product
    • Uninstall or reinstall ESET Windows home products
    • Uninstall or reinstall ESET Cyber Security or ESET Cyber Security Pro

22. I purchased a subscription for more devices. How many seats do I have left?
    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). You can also view and manage your subscriptions after you log into an ESET HOME online account.

23. What is ESET Multi-Device Security? ESET Multi-Device Security Home Office Edition?
    ESET Multi-Device Security and ESET Multi-Device Security–Home Office Edition are subscriptions that allow you to install a combination of ESET products on all your various devices. If you purchased ESET Multi-Device Security or ESET Multi-Device Security–Home Office Edition, see the ESET Multi-Device Security FAQ for detailed information about these products.

24. What is ESET HOME?
    ESET HOME is a service introduced with version 14 of ESET Windows/macOS home products that enables you to manage your ESET subscriptions for multiple devices or products from one location. Visit the ESET HOME User Guide for detailed instructions on using ESET HOME.

25. What do I do if I receive the notification "Activation failed – Overused subscription"?
    Visit our Knowledgebase article to see more information.

26. Can I use the same subscription to change to a different ESET Windows/macOS home product with higher 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.

27. My subscription has been suspended. What does it mean?
    If you receive "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.