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McAfee FAQs

  1. How do I contact McAfee Directly?
  2. How do I reinstall Software
  3. How do I renew my subscription?
  4. What should I do if my software does not update?
  5. How do I download and install McAfee products after completing my order ?
  6. I am have a problem with downloading software what should I do?
  7. If I have a technical problem how do I contact?
  8. I have lost my original download information how do I get it back?
  9. I have two computer do i need to buy two versions of software for protection or can i use the one i have now on both computers?

How do I contact McAfee Directly?

Technical Support
For help with:

  • Install and Uninstall issues
  • Downloading issues
  • General Technical Questions
  • Error Messages

http://service.mcafee.com/TechSupportHome.aspx?lc=2057&sg=TS

Customer Service
For help with:

  • Non-Technical Questions
  • Registration
  • Account Information
  • Refunds
  • Sales

http://service.mcafee.com/CustomerService.aspx?lc=2057&sg=CS&pt=1

You can contact customer support in the UK on 020 7949 0107

How do I reinstall Software?

How do I reinstall my McAfee product?

Summary: The method you use to reinstall your downloaded McAfee product depends on whether or not you still have the executable file, and if not, where you purchased the product. This document covers both methods of reinstalling your McAfee product. If you have a CD for your McAfee product you can reinstall it from the CD.

Solution

If you still have the executable (.exe) file:

  1. Locate the file previously saved to your computer.
  2. Double-click the file to begin installation.
  3. Follow the on-screen instructions to complete the installation.

If you do not have the executable file:

In order to download the executable program file for the product you purchased, there are a few things to be considered.

Where you purchased the program

There are two main sources for purchasing a downloaded McAfee product - www.mcafee.com and www.mcafeestore.com (Digital River).

Digital River is a partner vendor authorized to sell McAfee products and can be accessed from the mcafee.com web site by clicking Store in the navigation bar.

Note: It is important to remember that www.mcafeestore.com is not part of McAfee and if you purchased a product from www.mcafeestore.com, you will need to download the product from there.

What type of download you purchased

Standard Download or Extended Download Service. When you purchase a downloaded McAfee product, you have the option to purchase the Extended Download Service.

  • Extended Download Service - If this is purchased, a backup copy of your digital file is kept on record for one (1) year allowing you to download the product during that period.
  • Standard Download - with this service, you have 30 days from the date of purchase to download the product, after which you will be unable to do so.

Please select the following instructions depending on where you purchased the McAfee product:

Note: These instructions assume you are still within the downloadable time period as explained above.

From www.mcafee.com:

  1. Go to http://us.mcafee.com.
  2. Click Support at the top of the screen.
  3. Click My Account.
  4. Enter the email address and password you originally registered with and click Log In.
  5. Find the product and click the blue arrow under Download/Install.

    McAfee
  6. Wait while the service downloads.
  7. After it is downloaded, follow the prompts to install the service.

From www.mcafeestore.com:

  1. Go to http://www.mcafeestore.com/mcafee/cs.
  2. Enter your order number and password into the Quick Order Lookup box at the top right, and click Find.
  3. Click Download.
  4. Click Save and choose where you would like to save the product. We recommend saving the file to your Desktop for easier access.
  5. After choosing the location on the Save As screen, click Save and your download will begin.
  6. Once the transfer is complete, go to the location to which you downloaded the program and double-click on the file to begin installation.
  7. Follow the on-screen instructions to complete the installation of the McAfee product.

How do I renew my subscription?

Description

If you have a subscription for McAfee products, you are entitled to updates and upgrades for 12 months. All subscription products are automatically enrolled in McAfee's Always On Protection program upon purchase. For more details please read the End User License agreement (EULA). One month before your subscription is scheduled to expire, the credit card on file for your account will be automatically billed and your subscription will be extended for another year.
If you purchased a McAfee boxed or download-only product, you are entitled to updates for 12 months. You will receive a message 11 months after you installed the product to inform you that your license is about to expire. You can then choose to renew your license for another year or purchase an upgrade.

Solution

The following steps provide instructions for renewing the different types of McAfee software. If you are not sure which type of license you have, please read An explanation of Subscription Services, Boxed and Download-only products.

Renewing a subscription

If you chose to cancel the Always On Protection or automatic renewal for your subscription products, you will be reminded one month before the subscription expires that it is time to renew.

  1. Go to http://uk.mcafee.com.
  2. Click My Account.

McAfee
Click Image for full size
 

  1. If a security warning is displayed, click Yes.
  2. If prompted, type your registered email address and password. Then click the Log In button.
  3. Click Renew for the appropriate service.

McAfee
 

  1. Follow the prompts and, if requested, enter your billing information.

Note: Your subscription will be renewed at the current price unless a special price is offered to you.
 

  1. After completing the renewal process, a confirmation of the purchase is displayed.

For help with the renewal process feel free to call us at (866) 736-3971, Daily, 8AM-8PM CST.

Renewing the license for a boxed (retail) or download-only product

There are two ways to renew your license:

  • You can renew your license by clicking the Purchase Now button that is displayed with the expiration message. This will take you to our web site where you can either upgrade to the latest version or renew the update license for your existing product. Renewing the license for DAT updates only will offer you an additional 12 months of virus definitions.

Renewing Expired Products

If you purchase a renewal license after your product has expired, a popup message will be displayed stating that your McAfee software has expired. Because the expired software is unable to receive updates, it is also unable to receive a notification that the expiration date has changed and you will continue to receive this message after you renew your license. To stop receiving this message, you must uninstall your McAfee software and then reinstall it. For instructions on how to reinstall your product click here.
Note: If you only purchased updates to the DAT (virus definition) files for another year, there will not be an option to download the product if you ever need to reinstall. You will need the CD or the saved executable file from your original download to reinstall the product. If you do not have either of these, you will need to upgrade to the current, downloadable version. If you are within 30 days of purchasing the DAT renewal, you can obtain a refund by contacting Customer Service.
If you receive a message that your license has expired less then 11 months after the license was purchased, please contact one of our customer service representatives for assistance.
You can contact one of our representatives by clicking 'I would like help from Customer Service' and selecting one of the contact options.

What should I do if my software does not update?

You do not need to manually update or upgrade if you are using one of our subscription services products. With a subscription, McAfee automatically makes sure you are running the latest versions as soon as they are made available, and updates your services as needed.

Solution

McAfee products update automatically at regular intervals; however, you can also manually check for updates at any time.

To manually update McAfee products

For instructions on how to update your McAfee products, first you must determine which icon you have in your taskbar.

Use SecurityCenter to see if I am up-to-date

SecurityCenter manages updates and upgrades. To access a SecurityCenter to see if you are up-to-date:

  1. Double-click the McAfee icon McAfeeor McAfeein the taskbar to open SecurityCenter.
  2. Locate My Security index or Am I Protected? in the main window.
  3. If the index color is green, your product is updated. If the index color is red, then you have a potential security risk.

If your security index is red, click the link below:

http://service.mcafee.com/FAQDocument.aspx?id=CS40059&lc=1033

Set up automatic renewal

McAfee recommends that you set your subscription services to be automatically renewed for continued PC security. The automatic renewal option is a feature that ensures your virus protection is not interrupted. To see if you have auto-renewal:

  1. Go to the McAfee homepage: http://uk.mcafee.com
  2. Click My Account.
  3. If any Security Warnings appear, click Yes.
  4. If prompted, enter your registered email address and password. Click Log In.
  5. From the left menu, choose Auto-Renewal Setup. The services that have auto-renewal have a checkmark.
  6. If you want to turn on auto renewal for your service, click on the checkmark box and click Update.

  7. McAfee
    Click Image to see larger

  8. Click Done to accept the confirmation. Your account will be automatically renewed.

McAfee Always On Protection or Automatic Renewal is available for Subscription Services, but not for Perpetual Licenses. If you are unsure which type of license you have, you can view the descriptions of our license types at: http://service.mcafee.com/FAQDocument.aspx?id=CS40039&lc=1033.

How do I download and install McAfee products after completing my order ?

Note: Before using any McAfee Security products, you will need to download and install them on your computer. Firewalls or programs which block ads and cookies may prevent you from accessing and using our services. We suggest you disable these programs before attempting to download any products.
There are two types of licenses for McAfee products, Subscription and CD. If you are unsure which type of license you have, you can view the descriptions of our license types by clicking the link below:

http://service.mcafee.com/FAQDocument.aspx?id=CS40039&lc=1033

After you have determined the correct license type, please continue to the installation steps below.

Option 1 - Subscription Installation

  1. In a web browser, open the McAfee homepage: http://uk.mcafee.com
  2. Click My Account.
  3. Click Yes to any Security Warnings that display.
  4. If prompted, log in.

    Note: If you purchased your McAfee software using Microsoft Passport, click Sign In on the right side of the page. Enter your Passport login information and click OK. If you did not use Microsoft Passport, enter your login information and click Log In.
     
  5. Click the blue arrow in the Update/Download column.
  6. Review the End User License Agreement and, if you agree with its terms and conditions, click I Agree.
  7. Click Yes to any security warnings and follow the prompts to complete the installation.
  8. The Installation Wizard will be displayed. Click Start if the Installation Wizard is not automatically displayed.
  9. Click Continue to download and install your McAfee products.

For further technical assistance, please visit our technical support site at http://service.mcafee.com/TechSupportHome.aspx?lc=1033&sg=TS.

I am have a problem with downloading software what should I do?


For further technical assistance, please visit our technical support site at http://service.mcafee.com/TechSupportHome.aspx?lc=1033&sg=TS.

If I have a technical problem how do I contact?

For further technical assistance, please visit our technical support site at http://service.mcafee.com/TechSupportHome.aspx?lc=1033&sg=TS.

I have lost my original download information how do I get it back?

Summary: The method you use to reinstall your downloaded McAfee product depends on whether or not you still have the executable file, and if not, where you purchased the product. This document covers both methods of reinstalling your McAfee product.

Solution

If you still have the executable (.exe) file:

  1. Locate the file previously saved to your computer.
  2. Double-click the file to begin installation.
  3. Follow the on-screen instructions to complete the installation.

If you do not have the executable file:

In order to download the executable program file for the product you purchased, there are a few things to be considered.

What type of download you purchased

Standard Download or Extended Download Service. When you purchase a downloaded McAfee product, you have the option to purchase the Extended Download Service.

  • Extended Download Service - If this is purchased, a backup copy of your digital file is kept on record for one (1) year allowing you to download the product during that period.
  • Standard Download - with this service, you have 30 days from the date of purchase to download the product, after which you will be unable to do so.

Please select the following instructions depending on where you purchased the McAfee product:

Note: These instructions assume you are still within the downloadable time period as explained above.

From www.mcafee.com:

  1. Go to http://uk.mcafee.com.
  2. Click Support at the top of the screen.
  3. Click My Account.
  4. Enter the email address and password you originally registered with and click Log In.
  5. Find the product and click the blue arrow under Download/Install.

    McAfee
  6. Wait while the service downloads.
  7. After it is downloaded, follow the prompts to install the service.

I have two computer do i need to buy two versions of software forprotection or can i use the one i have now on both computers?

Description

You can only install your subscription/license on one computer at a time. If you are interested in installing a McAfee product on an additional computer, you need to purchase a new subscription/license and register under a different email address. This information is also stated in the McAfee User License Agreement,

To purchase multi-user license McAfee software, please visit our website at
http://uk.mcafee.com/

Solution

Download Installation

Installation

When you first purchase a downloadable McAfee product, you will receive an email containing a link to download the product.

Complete the following to download and install the product:

  1. Click the link contained in the email from mcafee.com
  2. On the download window, select Save.
  3. Select the location to save the file and click OK.

    Note: Please make note of this location in case you need to reinstall at a later date. (It is recommended you save the file to your desktop to easily find later).
  4. After the file has been downloaded and saved to your computer, locate the file and double-click it to begin installation.
  5. Follow the on-screen instructions to complete the installation.

Registration

If you purchase a multiple user license you will only need one email address for the initial registration. Each registration must be done on the computer that the software will be used on. If you need to know how to register your product, you can read the instructions at http://service.mcafee.com/FAQDocument.aspx?id=CS40045&lc=1033.

 

EN-US

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McAfee and/or additional marks herein are registered trademarks or trademarks of McAfee, Inc. and/or its affiliates in the US and/or other countries. McAfee Red is in connection with security is distinctive of McAfee brand products. All other registered and unregistered trademarks herein are the sole property of their respective owners. ® 2008 McAfee, Inc. All Rights Reserved.

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