ESET Knowledgebase

Complete the items on the checklist below to troubleshoot this issue:

✓ Use only the Username/Password generated for you and sent to the email address you provided. For example:

• Username: EAV-12345678
• Password: abcde12345

✓ Copy and paste your Username and Password into the activation screen and be sure not to select an extra blank space

✓ If you cannot copy and paste, type your Username and Password EXACTLY as they are written:

• The Username and Password are case sensitive
• The hyphen in the Username is necessary
• The Password is ten characters long
• The Password uses all lowercase characters
• The letter L is not used in passwords (use the number one (1) )
• A big '0' is the number zero (0), a little 'o' is the lowercase letter o
   

✓ If your Username or Password still do not work:

• Your Username and Password may have expired, click here for instructions on how to renew your license
• If you do not know your Username and Password expiration date, visit the Lost License page to have this information emailed to you
• If you never received an email from ESET containing your Username and Password, visit the following Knowledgebase article: I never received the license email containing my Username and Password
• If you recently renewed your license, wait 24 hours before downloading new ESET product versions or upgrading from ESET NOD32 Antivirus to ESET Smart Security
• Make sure you downloaded the correct product for your license (check your receipt or license email from ESET)
• Make sure you are downloading the right ESET product build for your computer