Known issues

Some issues apply only to the features available on subscription.

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.

Kaspersky VPN

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

• In some cases, the amount of used secure traffic displayed in the app may differ from the amount of secure traffic you actually used. This may happen when you use a high-bandwidth connection.
• If you use the limited version of Kaspersky VPN and sign in to My Kaspersky, extra secure traffic is added to the standard amount. However, the app may display less secure traffic than you have actually used, and the amount you have used may exceed both the standard limit and the new limit after signing in. As a result, you may get a notification that the traffic limit has been reached even right after more secure traffic is added to your standard amount.
• When the app changes the virtual server, the secure connection may be briefly interrupted. Transmitted data is not protected until the secure connection is reestablished.
• After you purchase the unlimited version of Kaspersky VPN, in rare instances there may be a delay of several minutes before the app switches to the unlimited version.
• If your device changes the network when connecting to the Internet, the secure connection may be briefly interrupted. Transmitted data is not protected until the secure connection is reestablished.
• If your device is acting as a hotspot and the Internet connection is secured, other devices connected to your hotspot will not be able to establish an Internet connection. To provide an Internet connection for another device, turn off the secure connection on your device.
• 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 activity).
• The VPN can be only used by one app at a time. If there is another app using the VPN on your device, you must turn off the VPN for this app before turning on a Kaspersky VPN in Kaspersky app.
• If you purchase auto renewed subscription under one My Kaspersky account and then sign in using another My Kaspersky account, when the monthly subscription is renewed, there will be created a new inactive license for a second My Kaspersky account you are signed in. This happens because online stores do not check your My Kaspersky account ID when processing the purchase or renewing the subscription.
• If there are apps on your device that help to connect to Wi-Fi networks, Kaspersky app may not establish a secure connection for an unsecured Wi-Fi network. This happens because Kaspersky app may not get information about a network connection while such apps are working.
• The Internet connection speed may be reduced by more than 50 percent with Kaspersky VPN running. We cannot guarantee the minimum speed of the Internet connection.
• When your iOS device switches to sleep mode or is locked, the VPN or Wi-Fi connection may be lost due to the manufacturer's settings. After you unlock your device, make sure to check that you are still connected to Wi-Fi and the VPN is still active.
• VPN functionality may be unavailable when the device uses an IPv6 address. This limitation doesn’t affect IPv4 addresses or dual-stack IPv6 addresses.
• When you activate the unlimited version via a link or sign in by sharing your credentials (link or QR code), Kaspersky app checks the clipboard on the device. The app only runs through specific and potentially dangerous content as part of the installation process. Kaspersky app does not examine your personal data copied to the clipboard.

If you cannot connect to a certain website or web service using a VPN

Some websites and web services deny access when you try to connect to them through a VPN. Websites and web services may deny VPN access for the following reasons:

• Website owners want the licensed content they publish to only be available for a certain country, since there are different offers and prices for different countries.
• Website owners want the website to only be visited from a certain region. For example, a lottery is drawn only for a certain country, so access from other regions is forbidden.
• There are web services that, for legal reasons, are only available in a particular region (for example, some media services providers or news broadcasters). These web services resist anonymizers and are not available when you use a VPN (or another anonymizer) to reach them.
• These web services not only determine the location of the client, but also determine if the client uses an anonymizer. If an attempt to access the web service via an anonymizer is detected, access to the web service is blocked.
• If you cannot access a certain website or web service by using a Kaspersky VPN, we recommend contacting Kaspersky Technical Support. Report the web service that is unavailable and from which location. Kaspersky will do our best to resolve the issue.

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VPN unavailability in certain regions

In some regions, using a VPN is legally regulated. Currently, these countries are:

• Republic of Belarus
• Oman
• Pakistan
• Qatar
• Iran
• Saudi Arabia
• China

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