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Common issues

While using the app, consider the specific features of your device and follow the guidelines in the documentation for your device.

• If your device has the power saving mode turned on, the following features have limited functionality:
  • Security News
  • Kaspersky VPN
• In rare cases, there can be difficulties with activating the trial version of the app. Please contact Kaspersky Technical Support if you get either of these notifications: Trial version is not available or Could not get the trial version.
• In rare cases, it may take some time to activate your subscription. To finish the activation process successfully, make sure the device is connected to the Internet and do not sign out of your My Kaspersky account.
• When you disconnect the app from the My Kaspersky account, sometimes the app might still suggest using the previous My Kaspersky account. If you select that account, the app returns an error. To use the previous account, enter the credentials manually. To change the account, in the authorization window tap Use Another Account.
• When the app changes the virtual server, there can be a short interruption of a secure connection. The transmitted data is not protected until the secure connection is reestablished.
• After you purchase the unlimited version of the Kaspersky VPN feature, there can be rarely a delay of several minutes before the app switches to the unlimited version.
• If your device changes the network when connecting to the Internet, there can be a short interruption of a secure connection. The transmitted data is not protected until the secure connection is reestablished.
• Changing the virtual server when visiting websites of banks, payment systems, booking websites, social networks, chats, and email websites could possibly trigger anti-fraud systems (systems intended for analyzing online financial transactions for signs of fraudulent operations).
• The VPN can be used only by one app at a time. If there is another app using VPN on your device, you must turn off VPN for this app before turning on secure connection in Kaspersky app.
• If your device has access point mode on and the Internet connection is secured, the other device connected to your access point will not be able to establish the Internet connection. To provide an Internet connection for the other device, turn off the secure connection on your device.
• On Mac devices, you can’t delete Kaspersky app right away.

  How to delete Kaspersky app

  1. Make sure the VPN feature is off.
  2. Force the app to quit.
  3. Delete the app.

• On devices running iOS 16 Beta, the Anti-Phishing feature stops working when a VPN connection is enabled.