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True Key Premium is not visible in my McAfee account - I can't renew!

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Hi,

I started my True Key account before McAfee took over.

I have a premium account, and I have to renew soon (within 21 days), but I can't see my subscription in my McAfee account (johnny.petersen.dk@hotmail.com). I don't know why, but I suspect that something went wrong when merging/taking over the account? Or I might have missed something?

Anyway I would like some help to re-gain control of my True Key subscription.

Thanks in advance / Johnny

2 Solutions

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McAfee Employee marcd
McAfee Employee
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Message 8 of 12

Re: True Key Premium is not visible in my McAfee account - I can't renew!

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 Hi Johnny,

I had to wait until this morning to reach out an escalation support team and I have asked them to reach out to you by email as you requested. You can reach out to me anytime if I can help you further.

Thanks,

Marc D.

If this information was helpful in any way or answered your question, please mark it as the accepted solution and give Kudos if appropriate.

Re: True Key Premium is not visible in my McAfee account - I can't renew!

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Hi Marc,

Thanks for your reply.

Today I succeeded in getting in touch with a colleague of yours on the chat. He solved the problem.

Maybe you're not the correct to reach out to, since you just tell me what is obvious and nothing about fixing the issue.

Anyway. My problem is now solved. My True Key subscription has been renewed - mission accomplished.

Thanks - over-and-out / Johnny

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McAfee Employee marcd
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Message 2 of 12

Re: True Key Premium is not visible in my McAfee account - I can't renew!

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Hi Johnny,

Let me look into this and I will get back to you tomorrow.

Thanks,

Marc D 

McAfee Employee marcd
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Message 3 of 12

Re: True Key Premium is not visible in my McAfee account - I can't renew!

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Good morning  Johnny,

So if you open the True Key launchpad on the top right next to your name if you clicvk on the person's icon, it should normally take you to the True Key subscription page, can you see that?

Thanks,

Marc D.

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McAfee Employee marcd
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Message 4 of 12

Re: True Key Premium is not visible in my McAfee account - I can't renew!

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Hi Johnny,

I provided the place within True Key to verify your current subscription, if the issue is still not resolved, please send me a screenshot of this page for further investigation.

Thanks,

Marc D.

If this information was helpful in any way or answered your question, please mark it as the accepted solution and give Kudos if appropriate.

Re: True Key Premium is not visible in my McAfee account - I can't renew!

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Hey Marc D.,

I can't see any changes. My (McAfee) account still doesn't show my True Key subscription - actually says it's expired?

In True Key automatic renewal is still active, but I have got an email from McAfee, that my credit card has expired. I have entered data for my new credit card in my McAfee account, where my True Key subscription is not visible or shown. Both McAfee and True Key is linked to this email: johnny.petersen.dk@hotmail.com. Can you check if more accounts are linked to this email?

I'm confused and really need your support.

I have attached three photos that shows my McAfee account and the page in True Key that I think you ask for. 

McAfee account front page.JPGMcAfee account subscriptions.JPGTrue Key profile front page or Dashboard.JPG

McAfee Employee marcd
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Message 6 of 12

Re: True Key Premium is not visible in my McAfee account - I can't renew!

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Good morning  Johnny,

I can only check if there is an active True Key account linked to the email provided, the expiration date for this active account profile does match the date on your third screenshot of your True Key subscription: 2019-01-21 expiring in 2 weeks.

I do see that McAfee installed software has already expired and if you entered already a new credit card payment and has not yet register, it is better that you reach out to the technical support team to get this fixed: 

https://service.mcafee.com/webcenter/portal/cp;jsessionid=8wSJgVfZSr-LGLoqUkY5-vu0dVYJRavjKvQtr8buKP...

It looks like although True Key is expiring in a few weeks and it was way after the McAfee installed software expiry date which probably means you downloaded or installed True Key outside from your McAfee bundled software thus expiry dates of McAfee software and True Key are not matching.

As I said, in this case, if a payment or account with the installed McAfee bundled software needs to be rectify if I was you,I would reach out to the support team, True Key would then be matched to the expiry date of the McAfee software once you download it from your McAfee account.

Note, that your True Key account subscription is good for another 2 weeks, but after that it should be showing you a Fremium account as it would have expired then.

I hope this answers your questions.

Thanks,

Marc D.

If this information was helpful in any way or answered your question, please mark it as the accepted solution and give Kudos if appropriate.

 

 

Re: True Key Premium is not visible in my McAfee account - I can't renew!

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Hi Marc,

Why don't you forward my request directly?

I don't want to - once again - go through your amateur private customer support site, where it's impossible to have direct email correspondance with a support employee. Only phone during work hours which is not possible for me, since I work myself.

Thanks for nothing. I'm now a former customer. True Key is a brilliant product/service that McAfee aquired not long ago and now is about to destroy through lousy, lasy and no-good support attempts.

Goodbye!

McAfee Employee marcd
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Message 8 of 12

Re: True Key Premium is not visible in my McAfee account - I can't renew!

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 Hi Johnny,

I had to wait until this morning to reach out an escalation support team and I have asked them to reach out to you by email as you requested. You can reach out to me anytime if I can help you further.

Thanks,

Marc D.

If this information was helpful in any way or answered your question, please mark it as the accepted solution and give Kudos if appropriate.

stu84
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Message 9 of 12

Re: True Key Premium is not visible in my McAfee account - I can't renew!

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I am also having this issue, registered premium TrueKey account before McAfee took over. In the app I can see subscription by Adobe but I am unable to renew, the website does not have an option to auto renew TrueKey either! 

How do I go about renewing my license or enabling auto renew? 

McAfee Employee marcd
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Message 10 of 12

Re: True Key Premium is not visible in my McAfee account - I can't renew!

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Good morning,

My suggestion would be that you reach out our technical support team that can check your account subscription validity and best way to renew it:

https://service.mcafee.com/webcenter/portal/cp

When you get to this link, scroll down all the way to the bottom of the page and click on the “contact support” link, then click on “technical assistance”, click on PC or MAC and this will take you to the contacting support either by chat or phone. 

Thanks,

Marc D.

If this information was helpful in any way or answered your question, please mark it as the accepted solution and give Kudos if appropriate.

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