Lists of frequently asked questions
I forgot the email address used to register the license. How can I recover it?
- Register your serial number again. An email containing the key file will be sent to your registered address. If you changed this address, the email will be sent to your new address.
- If you are unable to solve a problem on your own, contact our technical support service. If you send a support request using an email address that differs from the one you used to register your license, our support expert will have to make sure that it is the license’s owner who has contacted the technical support service. They have the right to request a photo or scanned copy of the customer's license certificate, their license receipt, an email from the eStore containing the user name and email, or other documents that may serve as confirmation. We hope you understand that if John Doe is the registered owner of a license, but John Smith asks us to restore the registered email address, we will reject such a request in accordance with current Russian legislation. For more about who the owner of a Dr.Web license is, read here.