Lists of frequently asked questions

Dr.Web Family Security is a paid application. It works only if you have a license. If you want to try the application before purchasing it, you can activate a free demo license. Demo license is active for 14 days and allows you to add ten family members.

If you have already bought a license, you cannot get a demo license anymore.

To get a demo license

1. When you open the app for the first time, on the License screen select the Demo period tile and tap Get.
2. Fill out the form.
3. Tap Activate. Your license will be activated automatically.

To renew your license, you do not need to reinstall or stop the application. Just purchase a new license in the app.

To purchase a license

1. Open Menu in the top-right corner of the app main screen and choose License. On the License screen, tap Purchase new license.

2. You will be redirected to the Doctor Web online store.

   You can also open the online store at https://estore.drweb.com/family_security/.

3. Select the license period and the number of devices to protect, then tap Buy.

4. Fill out the form and select Continue.

   After you complete your purchase, you will be sent a serial number. You can choose to receive the serial number via email or SMS message. You will also get an email with the license key file. You can use it to activate or restore your license (see below).

5. Return to the application. On the License screen, select Enter serial number.
6. Enter your purchased serial number and tap the Activate button.

If the license is not activated because of a possible technical issue, contact our technical support: https://support.drweb.com/.

Instead of a serial number, you can also use a key file. On devices with Android 11.0 or later, you will have to grant the Access to all files permission.

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. On the License screen, select Use key file.
3. 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.

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/.

Dr.Web Family Security has three license types: for a small family—allows you to add one family member; for a large family—allows you to add up to five family members; for a very large family—allows you to add up to ten family members. Please, be careful when purchasing a license and choose the type that would suit your family best.

If your needs change, you can purchase a new license with less or more family members at any moment. After the purchase, change your license with the new serial number or key file (see How to renew a Dr.Web Family Security license if it has expired?).

If you purchase a license that allows you to protect less devices than you have created, you will be prompted to choose which accounts to keep under protection. After that, you can change the protected devices list at any moment.

To change the protected devices list

1. Open Menu in the top-right screen corner and select My family.
2. Tap one of the unprotected family members’ name or picture.
3. In the dialog window, tap Change. To cancel the changes, tap Cancel.
4. In the list, choose the accounts you want to protect.
5. To save the changes, tap Save. To cancel changes and return to the previous screen, tap the cross at the top-left corner and choose Don’t save.

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 (see How to renew a Dr.Web Family Security license if it has expired?).