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For questions related to the transition to ESET PROTECT Hub, refer to the FAQ section Transition to ESET PROTECT Hub.

Access & Login

I have not received the account activation email. What can I do?

If you have not received a confirmation email about registering your ESET PROTECT Hub account within 15 minutes, try the following:

•Check your spam and other secondary inbox folders. Mark noreply@protecthub.eset.com as a safe address in your email client or server.

•Ensure that your email address is not associated with legacy systems like ESET Business Account or ESET MSP Administrator.

•Gmail users: Check your Promotions folder. See How do I access the Promotions folder?

1.Open your web browser and log in to your Gmail account.

2.Click the + icon to the right of your tabs.

3.Select the check box next to Promotions and click Save.

•Verify you do not have an existing ESET PROTECT Hub portal account. See How do I verify my existing account?

1.On the ESET PROTECT Hub portal login page, click Forgotten password.

2.Type the email address you used when registering with ESET PROTECT Hub and click Submit.

3.If you receive an email with a link to reset your password, click the link, type the new password and click Continue.

4.If you do not receive an email with a link to reset your password, try registering with ESET PROTECT Hub again in one hour.

Why do I get an error when I click "Verify your account" in the activation email?

The activation link has a limited validity period. If you click the link after it expires, you cannot complete the activation, and an error message appears. Refer to the next question to fix issues with expired activation links.

My activation link has expired. How do I complete my registration?

The next steps depend on your role:

Business customer

The next step depends on your user permissions:

Standard user (user with non-superuser access)

•Standard users receive invitation emails from their superuser. If your activation link has expired, ask your superuser to resend your invitation from the Users section in ESET PROTECT Hub.

•You will receive a new invitation email with a fresh activation link. Activation links for standard users are valid for 48 hours.

Superuser

•To complete your registration, initiate the registration process again. Use the same email address and company name. You will receive a new invitation email containing a fresh activation link.

•The activation link is valid for one hour.

Standard Reseller

The next step depends on your user permissions:

Standard user (user with non-superuser access)

•Standard users receive invitation emails from their superuser. If your activation link has expired, ask your superuser to resend your invitation from the Users section in ESET PROTECT Hub.

•You will receive a new invitation email with a fresh activation link. Activation links for standard users are valid for 48 hours.

Superuser

•Superusers receive invitation emails from their ESET partner. If your activation link has expired, contact your ESET partner and ask them to resend the invitation.

•You will receive a new invitation email with a fresh activation link. Activation links for superusers are valid for a longer period (typically up to 14 days).

MSP & MSP manager

The next step depends on your user permissions:

Standard user (user with non-superuser access)

•Standard users receive invitation emails from their superuser. If your activation link has expired, ask your MSP superuser to resend your invitation from the Users section in ESET PROTECT Hub.

•You will receive a new invitation email with a fresh activation link. Activation links for standard users are valid for 48 hours.

Superuser

•Superusers receive invitation emails from their ESET partner. If your activation link has expired, contact your ESET partner and ask them to resend the invitation.

•You will receive a new invitation email with a fresh activation link. Activation links for superusers are valid for 48 hours.

Distributor

The next step depends on your user permissions:

Standard user (user with non-superuser access)

•Standard users receive invitation emails from their superuser. If your activation link has expired, ask your Distributor superuser to resend your invitation from the Users section in ESET PROTECT Hub.

•You will receive a new invitation email with a fresh activation link. Activation links for standard users are valid for 48 hours.

Superuser

•Superusers receive invitation emails from their ESET partner. If your activation link has expired, contact your ESET partner and ask them to resend the invitation.

•You will receive a new invitation email with a fresh activation link. Activation links for superusers are valid for 48 hours.

I missed the activation window to complete my registration again. What should I do?

The next steps depend on your role:

Business customer

The next step depends on your user permissions:

Standard user (user with non-superuser access)

•If your activation link has expired, ask your superuser to resend your invitation from the Users section in ESET PROTECT Hub.

•You will receive a new invitation email with a fresh activation link. Activation links for standard users are valid for 48 hours.

Superuser

•To complete your registration, initiate the registration process again. Use the same email address and company name. You will receive a new invitation email containing a fresh activation link.

•The activation link is valid for one hour.

Standard reseller

If you missed the activation window to complete your registration again, the invitation email must be resent to you. The next step depends on your user permissions:

Standard user (user with non-superuser access)

•If your activation link has expired, ask your superuser to resend your invitation from the Users section in ESET PROTECT Hub.

•You will receive a new invitation email with a fresh activation link. Activation links for standard users are valid for 48 hours.

Superuser

•If your activation link has expired, contact your ESET partner and ask them to resend the invitation.

•You will receive a new invitation email with a fresh activation link. Activation links for superusers are valid for a longer period (typically up to 14 days).

MSP & MSP manager

If you missed the activation window to complete your registration again, the invitation email must be resent to you. The next step depends on your user permissions:

Standard user (user with non-superuser access)

•If your activation link has expired, ask your MSP superuser to resend your invitation from the Users section in ESET PROTECT Hub.

•You will receive a new invitation email with a fresh activation link. Activation links for standard users are valid for 48 hours.

Superuser

•If your activation link has expired, contact your ESET partner and ask them to resend the invitation.

•You will receive a new invitation email with a fresh activation link. Activation links for superusers are valid for 48 hours.

Distributor

If you missed the activation window to complete your registration again, the invitation email must be resent to you. The next step depends on your user permissions:

Standard user (user with non-superuser access)

•If your activation link has expired, ask your Distributor superuser to resend your invitation from the Users section in ESET PROTECT Hub.

•You will receive a new invitation email with a fresh activation link. Activation links for standard users are valid for 48 hours.

Superuser

•If your activation link has expired, contact your ESET partner and ask them to resend the invitation.

•You will receive a new invitation email with a fresh activation link. Activation links for superusers are valid for 48 hours.

How do I change my ESET PROTECT Hub account password?

To change your ESET PROTECT Hub account password:

1.Navigate to the ESET PROTECT Hub login page. Type your Email and Password, and click Log in.

2.Click the profile icon in the top bar.

3.Click Security settings.

4.Click Change password.

5.Type your current password in the Current password field and your new password in both the New password and Confirm password fields.

•Ensure the password contains at least 10 characters with one lowercase letter, one uppercase letter, one number, and one special character.

•You can change your password only once every 24 hours.

6.Click Save.

I forgot my ESET PROTECT Hub password. How do I reset it?

To reset your forgotten password:

1.Click Forgotten password on the ESET PROTECT Hub login page.

2.Type the email address you used to register with ESET PROTECT Hub, and click Send instructions. You will receive an email with instructions to reset your password.

3.In the password reset email, click Reset password.

4.The Create a new password page opens in ESET PROTECT Hub. Type a new password in the Create password and Confirm password fields, and click Submit.

Ensure the password contains at least 10 characters with one lowercase letter, one uppercase letter, one number, and one special character.

5.After you reset your password, click Back to login. Log in to ESET PROTECT Hub with your email address and your new password.

Identity & Authentication Management

How do I change the email connected to my ESET PROTECT Hub account?

To change the email address connected to ESET PROTECT Hub:

1.Click the profile icon at the top.

2.Click the Edit button at the bottom of the page.

3.Click Change email next to the email address.

4.Type the new email address in the New email field.

5.Type the new email again in the Confirm email field.

6.Type your current password in Enter password field.

7.Click Authenticate. Your new email address will appear in your profile.

8.Click the Save button at the bottom to save changes.

I have no access to the device that generated a One-time Password (OTP). How do I log in?

To log in without an OTP:

1.Navigate to the ESET PROTECT Hub login page. Type your Email and Password, and click Log in.

2.When prompted to type a One-Time Password, click Use backup code. Backup codes are generated during the Two-Factor Authentication setup.

3.In the Enter backup code window, type one of your backup codes in the provided field, and click Log in.

Alternatively, if applicable, contact your superuser or a user with write access and ask them to reset Two-Factor Authentication for your account.

I changed my device that generated a One-Time Password (OTP). How do I get the ESET PROTECT Hub token to my new device?

To get the token to your new device:

1.Navigate to the ESET PROTECT Hub login page. Type your Email and Password, and click Log in.

2.When prompted to type a One-Time Password, click Use backup code. Backup codes are generated during the Two-Factor Authentication setup.

3.In the Enter backup code window, type one of your backup codes in the provided field, and click Log in.

4.In ESET PROTECT Hub, click the username field in the top corner to access your profile. Alternatively, navigate to Users and click your username.

5.Click the Edit button at the bottom.

6.In the Security settings tab, disable the Two-Factor Authentication toggle. Click Save.

7.The Disable Two-Factor Authentication window appears. Type your ESET PROTECT Hub portal password. Click Disable.

8.To confirm the change, click Use backup code. Type a backup code and click Confirm.

9.In the Security settings tab, enable the Two-Factor Authentication toggle. Click Save.

10.The Enable Two-Factor Authentication window appears. Type your ESET PROTECT Hub portal password. Click Enable.

11. Continue with the instructions for the Two-Factor Authentication setup.

My ESET PROTECT Hub account user has changed the device that generated a One-time Password (OTP) or does not have access to the device or backup codes. What should I do?

Superusers and users with write access can reset Two-Factor Authentication for individual users. The reset disables and re-enables Two-Factor Authentication, prompting the user to complete a new setup of an authentication app next time they log in. See Reset Two-Factor Authentication.

I have used all the backup codes. What should I do?

If you have used all the backup codes, contact ESET Support for help.

Alternatively, if applicable, contact your superuser or a user with write access and ask them to reset Two-Factor Authentication for your account.

Subscriptions & Assets

Why do I see "Multiple products" in the Active Units section?

When client computers of identical hardware configuration (hardware fingerprint) are activated with the same subscription, you can see them as Multiple products in the Active Units section (Subscriptions > click a device and select Show details). However, these multiple products will only use one unit from the subscription.

How do I deploy and set up my ESET business solutions?

See Activate ESET PROTECT Platform modules.

Click Help > Download installer in the top bar to deploy and set up your ESET business solutions on assets not managed by ESET PROTECT.

Billing & Invoices

Where can I find my invoice for ESET subscriptions?

Invoices for your ESET subscriptions are not available in ESET PROTECT Hub. The invoices are sent to the email address linked to your order. Check your email for the invoices.

If you purchased a subscription through a reseller, contact your reseller for assistance. Your reseller is responsible for issuing invoices for ESET subscriptions.

Useful links

•Support forum—ESET Licensing for Business

•ESET Security News—WeLiveSecurity.com

•Contact ESET Technical Support

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