Lists of frequently asked questions

License is bound to the account, not the device. After you reinstalled the application or changed devices, simply log in to your account. Your license will restore automatically.

If for some reason that does not happen and you are sure that your license has not expired, you can restore it manually.

You have two options to restore your license:

• Register a serial number.
• Use a key file. On devices with Android 11.0 or later, you will have to grant the Access to all files permission.

To register a serial number

1. Open the application and log in to the family manager account.
2. On the License screen select I already have a license.
3. Select Enter serial number.
4. Enter your purchased serial number and tap the Activate button.

Your license will be activated automatically.

To use a key file

1. Copy the key file to your device to a folder in the internal memory. Either you can copy the entire ZIP archive, or you can unpack the archive and copy only the .key file to your device.
2. Open the application and log in to the family manager account.
3. On the License screen select I already have a license.
4. Select Use key file.
5. Open the folder where you have copied the key file or the entire ZIP archive to, and tap it. The key file will be installed and ready to use. You will be redirected to the Family Security main screen. At the bottom of the screen, you will see a notification about a successful license activation.

You can also restore a demo license.

To restore a demo license.

1. Open the application and log in to the family manager account.
2. On the License screen select the Demo period tile and tap Get.
3. Enter the email address you have previously used to register your license and your personal information.
4. Tap Activate.

If you remember the wrong email address you used for registration, change the registration email on your own by using this service https://products.drweb.com/register/change_email/.

If you do not remember the wrong email:

1. Contact technical support (https://support.drweb.com) and provide a proof confirming you are the legal owner of the license (a photo or a scanned copy of the license certificate, the payment receipt, an email from the online store, or other confirming documents).
2. Change the registration email with this service https://products.drweb.com/register/change_email/.

All information on your license, including its validity period, shows on the License screen. To open the License screen, tap Menu on the app main screen and select License.

Dr.Web Family Security functions only if you have an active license. If your license has expired, you cannot use the app, until you buy and activate a new license.

If you see that your license will expire soon, you can purchase a new one.