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Familiarise yourself with Google Play's instructions
Use your My Dr.Web Portal—your personal assistant and guide to services. It is particularly from here that you can contact our technical support service. The history of your requests is also available here.
IMPORTANT! If, during the activation process, the program reports errors, please contact our technical support service. Attach to your request the exact text or a screenshot of the error, the Google Play order number (GPA -...) and the Google account address (@ gmail.com) used to make the purchase.
If you have deleted the email confirming your purchase information, you can find the order number (Transaction ID) in your 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.
Open the application menu (the button with the three dots in the top-right corner of the screen), and select About. If the application name contains the word Light, you are using the free version. Also, the application menu provides access to different sets of security components; the paid version has substantially more components.
You will receive an email receipt confirming your purchase; it will be sent to your Google email address (@gmail.com). The email will contain your order number and order information, and a link for contacting Doctor Web's support service with any purchase, payment, and refund questions. 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 you until your payment has been received.
The list of your paid purchases can be found in your 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 window, open the application menu (the button with the three dots in the top-right corner of the screen); select License, then Enter new serial number, and enter a valid serial number. If you purchased the license via Google Play, after selecting I already have a license, select Renew the license from Google Play. To activate the license, you must have Internet access and use the same Google account you used to make the purchase.
You can find more information about all the activation methods at: https://download.geo.drweb.com/pub/drweb/android/pro/HTML/en/index.html?dw_use_license_key_file_new.htm
According to Google Play's refund policy and under the agreement made between Doctor Web and Google, you can apply for a refund no later than 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 solely depends on how fast your bank processes such requests. If the money is not returned to your account within 2-3 days after you receive the confirmation from Google Play, contact your bank. Doctor Web cannot influence bank policies or expedite refunds. Our refund liabilities to our users are met once the refund confirmation is received from Google Play.
Chances are the funds have been temporarily blocked by the bank that issued your credit card. Doctor Web cannot influence bank policies. The funds will be returned to your account after the period defined by the bank expires. If the money is not returned to your account within 2-3 days after you receive your confirmation from Google Play, contact your bank.
In My Apps, select Dr.Web and tap Install. A valid license will be recognized automatically.
IMPORTANT! The same steps should be taken to transfer a license from one device to another: users need not take any action to "unbind" the license from their previous device — they only have to remove the application.
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