Since the new version 12 has a single password for the account and the Anti-theft settings, we will have to be sure that the person contacting us is indeed the owner of the device and the Dr.Web license.
In the support request:
- Specify the device IMEI (your device’s unique identifier; typically, this is a 15-digit number written in decimal digits).
- Attach to your request:
- the corresponding receipt and a photo of the completed warranty certificate (if you have the device's box/packaging and the IMEI is readable, attach a photo of the box to your request);
- proof of purchase of your Dr.Web license (an email from the eStore, a scanned copy of the payment document, or other). If you won your license during a Dr.Web auction—specify your Doctor Web account login. If you are using a trial version, please ignore this subitem.