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Familiarise yourself with Google Play's instructions
Go to the Support tab → Ask a question.
Use My Dr.Web Portal — your personal assistant and guide to services. Here, in particular, you can contact our technical support. The history of your requests is also available here.
If you're contacting technical support:
If you have deleted the email confirming your purchase information, you can find the order number (transaction id) in Google Wallet — information on all your orders is stored there.
Only users of the shareware version of Dr.Web for Android (comprehensive security) have serial numbers, which become available to them after they pay for their license on My Dr.Web Portal. Serial numbers are displayed in the Portal’s license information section.
Select About in the Dr.Web menu. If the word Light is present, you are using the free version. Also, the main menu provides access to different sets of security components; the paid version has substantially more components.
|Dr.Web for Android Light — free license||Dr.Web for Android — commercial license|
You will receive an email receipt confirming your purchase. The email will contain your order number and order information, and a link for contacting Doctor Web's support service regarding questions concerning purchase, payment and refund. If you have not received such an email, please contact Google Play's support service — Doctor Web's support service won't be able to help until your payment has been received.
The list of your paid purchases can be found in Google Wallet. The list of applications that have been paid for and are thus available to you can be found in the My Apps section of your Google account.
In the program's main window, go to the menu, select About, tap Update License and choose Purchase/Download. To activate the license, you must have Internet access and use the same Google account through which you made the purchase. The Dr.Web key file will be downloaded automatically. More>>
According to Google Play's refund policy and under the Agreement between Doctor Web and Google, you can apply for a refund no later than within 48 hours after payment is made.
In both cases, you will receive a refund confirmation from Google Play.
Important! The time frame for a refund depends only on how fast your bank processes such requests! If the money is not returned to your account within 2-3 days of receiving a confirmation from Google Play, contact your bank. Doctor Web cannot influence bank policies or expedite refunds. Our refund liabilities to our users are met after you receive a refund confirmation from Google Play.
Chances are the funds have been blocked by the bank that issued your credit card. Doctor Web cannot influence bank policies. The funds will be returned to your account after a period defined by the bank. If the money is not returned to your account in 2-3 days after receiving confirmation from Google Play, contact your bank.
In My Apps, select Dr.Web and tap Install. A valid license will be recognized automatically.