[KB2942] Activation of ESET Mobile Security or Parental Control from Google Play failed—what should I do?


  • You purchased and installed the application from the Google Play Store, but the activation failed


Do not uninstall the app. Check your Internet connection and try to activate later.

If the activation is still unsuccessful, follow the instructions below:

  1. Find the Transaction ID of your ESETpurchase. This number can be found in the confirmation email you receive from Google Play or in your Google payments center. (You will need to login under the same account you used to purchase). ClickSubscriptions and servicesView Purchasesand select your ESET transaction to see the Transaction ID.

Figure 1-1
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  1. Copy and paste the Transaction ID into the Order Number field in the form below. It will be in the format: GPA.XXXX-XXXX-XXXX-XXXXX. If this does not work,try pasting the the Transaction ID without the GPA. into the Order Number field.
  2. Type your Google Account Email (for the account you used to purchase) into the corresponding field below.
  3. Type the two words you see in the picture below.
  4. Click Submit to activate your application.
  5. Check your Google Account Email to find your ESET-issuedLicense Key.
  6. Enter your License Key to activate your product. If you need further assistance with how to activate, view ourarticlefor ESET Mobile Security or ESET Parental Control for Android.

Request refund

If you are still not able to activate your application, you are eligible for a full refund within 30 days of your initial purchase. To request a refund, visit yourGoogle payments center. (You will need to log in under the same account you used to purchase your application)

  1. ClickSubscriptions and servicesView Purchases,select yourtransaction and then click Contact ESET. You will be redirected to the Google Play contact form for ESET users.

Figure 2-1
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  1. Fill out the Google Wallet form and select Refund or order cancellation from the Issue drop-down menu to request a refund or cancel your order. Click Submit to submit the form.

    Figure 2-2