FAQ
FAQ categories:
Application
I forgot my PIN to the ESET HOME application.
If you forgot the PIN to your ESET HOME application, you must uninstall the application and install it again. However, you will not lose any of your data by uninstalling your ESET HOME application.
What are "push notifications"?
Push notifications are messages that pop up on mobile devices.
Are the ESET HOME applications and portal free?
Yes, the use of ESET HOME is free.
Account
I forgot my ESET HOME credentials. What should I do?
If you forgot your ESET HOME credentials, read the instructions in our I forgot my ESET HOME password chapter.
What to do when my password was leaked?
When your password appeared in one of the databases from various internet breaches, follow the instructions in our Leaked password chapter.
I do not want to receive special offers. How can I opt out?
In ESET HOME, tap on the menu in the application or click the username in the portal, go to My account settings, and deselect the I would like to receive special offers… option.
At the end of any promotional email from ESET, there is an Unsubscribe button.
What happens with my devices if I delete my ESET HOME account?
Devices are disconnected from ESET HOME but remain activated and protected. However, shared protection with others is deactivated.
I received: "We detected an unusual login to your account. Please review all logged-in devices." message. What should I do?
To improve your account's security, ESET HOME detects your login device's IP address. If this IP address changes, you will receive the above message. This message can mean someone signed in to your account from a different device or your IP address changed. If you have a dynamic IP address or do not have a static IP address, your IP address can change daily, depending on your ISP and ISP policy.
I have places in my login history where I have never been.
The login location depends on the geographical IP lookup. This location does not have to match the device location used to log in to your ESET HOME account. The current location depends on your ISP's IP address.
Why do I not see the Parental Control and Identity Protection security features on my ESET HOME account?
Identity Protection and Parental Control are not part of the ESET Small Business Security subscription tier. To activate ESET Identity Protection (currently available only for US customers) and Parental Control, purchase the eligible subscription and associate it with your ESET HOME account.
Subscriptions
How can I renew or add additional devices to my subscription?
You can renew, enlarge or upgrade your subscription anytime by following the instructions in the Subscription Auto-Renewal topic. For more information on how to manage auto-renewal settings for your ESET subscriptions, or how to update the credit card information, read our Knowledgebase article.
Where is Subscription Management?
Subscription management integrates with the ESET HOME portal/app.
What do I do for an overused or leaked subscription?
See What to do if you have an overused/leaked subscription.
My subscription status is still "Waiting for verification."
You are trying to verify your subscription using the link in your email address more than 1 hour after receiving the mail. In your ESET HOME account, in the Subscriptions section, click Show all subscriptions > Open Subscription and scroll down to Resend verification email.
What to do when my subscription is labeled as suspended?
ESET products activated by a suspended subscription no longer receive updates. We recommend you check your payment details or contact your subscription distributor to resolve the subscription issue. For more information, visit our Knowledgebase article.
Is an ESET subscription free?
Full subscriptions for ESET products are not free. If you are deciding whether to buy an ESET security product, you can use a trial version, which is almost like a full subscription and free for a specific time period.
Internet sources might provide you with a "free" ESET activation key, but remember:
•If you click a "Free ESET subscription" ad, you can compromise your computer or device and it may become infected with malware. Malware can be hidden in unofficial YouTube videos, websites that display ads to earn money based on your visits and so on. Usually, these ads are a trap.
•ESET can and does disable pirated subscriptions.
•A pirated activation key does not align with the End User License Agreement you must accept to install an ESET product.
•You must only purchase ESET subscriptions through official channels such as www.eset.com, ESET distributors or resellers (do not buy subscriptions from unofficial third-party websites like eBay or shared subscriptions from a third-party).
•You can download an ESET product for free. Still, activation during an installation requires a valid ESET activation key (you can download and install it, but without activation, it will not work).
•Do not share your subscription on the internet or social media (the subscription might become widespread).
How is my subscription used?
See Subscription usage.
Additional licensing FAQ
See the ESET Knowledgebase article for the home products licensing FAQ.
Where can I view and update my credit card information?
Log in to the ESET eStore using your Activation Key or Public ID to view and update your credit card details. You must contact your subscription distributor or ESET Technical support to manage the credit card details for specific ESET subscriptions.
Devices
Can I see the count of activated and available devices/server devices, so that I can know how many devices I can still protect by given subscription?
The information about a number of activated devices/server devices by given subscription is displayed in the Subscription details.
How do I download/install ESET after purchase?
You can install ESET by following the instructions below:
1.Uninstall any previously installed ESET product.
2.Log in to your ESET HOME account or create one.
3.Get started to install ESET on your device.
Read our Knowledgebase article for visual instructions regarding Windows product installation and activation.
Where can I see how many devices are activated with a specific subscription if I have more than one subscription?
In Subscriptions, click Show all subscriptions > Open subscription. You can find all devices protected with your subscription in the Devices section. Here, you will only see the devices connected to the ESET HOME account.
I do not see my device under the Devices section, but it is fully protected.
Your device is probably activated with another subscription, which is not added in the Subscriptions section. After adding your subscription to ESET HOME, a confirmation link is sent to the subscription owner. After that, it is up to the owner to give you a management allowance.
How can I disconnect my device?
You can disconnect your device from the Subscriptions/Devices section in your ESET HOME web portal, or application. If you are not the ESET HOME account owner, ask the owner to disconnect your device or uninstall the ESET product from your device.
How do I connect a device to my ESET HOME account?