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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:

  1. Specify the device IMEI (your device’s unique identifier; typically, this is a 15-digit number written in decimal digits).
  2. 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.


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The Russian developer of Dr.Web anti-viruses

Doctor Web has been developing anti-virus software since 1992

Dr.Web is trusted by users around the world in 200+ countries

The company has delivered an anti-virus as a service since 2007

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Dr.Web © Doctor Web
2003 — 2020

Doctor Web is the Russian developer of Dr.Web anti-virus software. Dr.Web anti-virus software has been developed since 1992.

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