Frequently Asked Questions

Windows Users

No action is required. By mid-September you will have access to UltraAV & UltraVPN on your Windows desktop. If you are a paying Kaspersky customer, when the transition is complete UltraAV protection will be active on your device and you will be able to leverage all of the additional premium features.

Mac & Android Users

By mid-September, you will receive an email notification when your product is ready to set up. Click on the link in the email and follow the onboarding process. Alternatively, you can open the Kaspersky Mac/Android product and follow the instructions from there.

Kaspersky began notifying its U.S. customers of the transition to UltraAV beginning September 5, 2024. All Kaspersky U.S. users with a valid email address associated with their accounts received email communication detailing the transition process. There were also notifications and details of the transition in-app, in your MyKaspersky account pages and on Kaspersky Labs’ webpages. All Kaspersky notifications directed customers to ultrasecureav.com for more information about the transition.

Windows Users

We have you covered. UltraAV is already activated on your device. To access UltraAV and see the new features, click this link. Once downloaded, hit “reset password” and login with your existing Kaspersky credentials.

Mac & Android Users

You will have received an email from UltraAV with a link to “download” UltraAV. Once downloaded, hit “reset password” and login with your existing Kaspersky credentials. If you did not receive the email, click this link to activate your account. If you do not have an email associated with Kaspersky, navigate to your Kaspersky app for log in instructions.

iOS

Only UltraVPN is available on iOS devices. To access via iOS, click the link to download UltraVPN on your iOS device. Once downloaded, follow the instructions to log into UltraVPN. If prompted to provide an email address, please use the same email address as your Kaspersky account. Additional features are available on Windows, Mac and Android.

UltraAV is compatible with Mac, Windows and Android devices. Limited features are available on iOS.

If you forget your username, click here.

To reset your password, navigate to the UltraAV web login screen, and select “Forgot Password.” Follow the instructions to access your account.

You can protect up to 20 devices with antivirus and 10 devices with VPN on your UltraAV plan. This also allows you to connect from multiple operating systems.

Your service has been migrated to UltraAV due to recent restrictions on Kaspersky. You will continue to have access to great features as you did before with no price increase.

On September 30th, 2024 Kaspersky will no longer be able to support or provide product updates to your service. This puts you at substantial risk for cybercrime. UltraAV has all the tools you need to stay safe online - from cutting edge malware protection, to premium VPN, password manager and identity theft protection.

UltraAV and Kaspersky are not legally related entities. Due recent restrictions to Kaspersky, UltraAV is operating as an independent service provider in order to offer comparable continued service for Kaspersky US customers.

No, there are no grounds for UltraAV to be subject to any restrictions.

No

If you are not satisfied with your UltraAV subscription, please contact our support team who will help you to cancel your subscription.

To contact the UltraAV support team, please click this link. They will be able to support all set up, billing and product related questions you may have.

Your billing schedule with UltraAV will be the same as your Kaspersky account. Annual and monthly billing will remain the same.

If your previous renewal date fell between July and September 2024 or if you were billed monthly, you were not billed during that time frame. Your billing was delayed until October 2024. Once you are billed in October, you will resume a renewal cadence in accordance with your new bill date (e.g. If you were billed on 10/8/2024, your new 1 year will renewal date will be 10/8/2025)

You will keep the same price for your UltraAV account as you did for Kaspersky. If you were to repurchase UltraAV, it would cost 47.88 per year and would renew at the full price of $149.99.

Kaspersky stopped billing monthly and annual customers in June 2024. Billing with UltraAV will resume in October 2024.

Due to geographic restrictions, your previous provider, Kaspersky, stopped billing for their services in June 2024. UltraAV will resume billing in October 2024. If your previous billing/renewal date fell between June 2024 and September 2024, your new billing date will be set in October 2024.

Nexway was one of the billing payment processors used by Kaspersky.UltraAV has partnered with Nexway to continue billing and minimize interruptions to you. As a result, charges for UltraAV will show up on your bank statements as Nexway UltraAV-VPN.

In order to ensure former Kaspersky customers receive the best experience possible, UltraAV will be matching the price, term and exceeding the number of devices previously provided byKaspersky. There are two UltraAV plan levels - UltraAV and UltraAV + Identity. All Kaspersky users were given the UltraAV + Identity plan in order to provide the highest level of protection. If you were to cancel your current subscription and repurchase UltraAV + Identity it would cost $71.88 for the first year, and then renew at the list price of $191.88.

To update your billing information, navigate to the profile tab in your UltraAV app. Click “Manage Profile”, which will take you to our online portal. Here, you can update your credit card information and check on the status of your account, including renewal dates.

Yes, UltraAV has a 30-day money back guarantee for purchases made with UltraAV. Any UltraAV purchase is eligible for a refund within 30 days of purchase. If you purchased your subscription with Kaspersky before the transition to UltraAV, we are unable to issue a refund as your purchase was not made with us. If you would like to cancel your UltraAV account, please contact UltraAV support here.

UltraAV is a US-based company and is not subject to any geographic restrictions. Our VPN offering, UltraVPN, is provided by a Panama-based affiliate entity which means UltraVPN is outside the Five Eyes and Fourteen Eyes Alliance. This ensures the highest level of privacy and security for our customers.

Yes, you will receive many of the features on your UltraAV account. Please reference this chart to see how UltraAV provides the same level of protection and service as Kaspersky. UltraAV will also include Identity theft protection at no additional cost. This premium feature includes transaction monitoring, real-time alerts for signs of fraud, lost wallet protection, $1M identity theft insurance and much more.

UltraAV protects your devices from malware, viruses, worms, spyware, adware, trojans, ransomware, polymorphic and metamorphic viruses, and more.

We are sorry that you are not satisfied with the UltraAV product. We have included premium VPN and industry-leading identity theft protection to no additional cost. For more information about UltraAV, click here ultrasecureav.com/kl-transition. For step-by-step instructions on how to uninstall UltraAV, click follow the links below:

• Uninstall UltraAV for Windows How do I uninstall UltraVPN on Windows?

• Uninstall UltraAV for Mac How do I uninstall Ultra AV on mac?