I have lost my email address/password that I used to register my product. I can no longer log in to My Account. (User name was Karen Dohling and/or Esther Lydia Dohling, I don't even remember which; used for my nieces.) In the meantime, I could no longer use McAfee AV since my computer crashed 2 years ago. However, my Credit Card has been used for 2 years to automatically renew the registered AV. I had corresponded with McAfee last year (2011) but the issue was not resolved. How do I deactivate this feature so that my money gets refunded or at least is not used up by McAfee for no service provided. Can anyone kindly help me to resolve this problem. Thanks.
Normally you would go to the account page and turn off auto-renewal yourself and there is a 'forgot your password or email adresss" link there. It would have taken only a few minutes to do
If this has being on for several years I doubt you can get a refund for past years but you could certainly try as at least the last renewal should be refundable.
http://service.mcafee.com/faq/country.html - look for the Asia/Pacific (APAC) phone numbers.
Always use phone support if available, it's quicker, then use online chat as the best alternative. Emaling support can take forever to get things done.
You need to contact McAfee Customer Support by phone, mail or chat and let them know your issue.
It doesn't matter what email you will use.
In your particular case, if you can not provide information about the email your family used to register in McAfee,
but they manage to find you in the database by the name used, you may be asked some security questions like
billing adress, phone number or last four digits of your credit card.
From there on, they will be able to reset your password so you'll be able to do everything by yourself.
If not, they can cancel the auto renewall and refund the last one, if you meet the requirements set up in the EULA.
Given that i'm responding to your help request here, i don't have the rights to do anything at all.
So contact Support as soon as you can, provide them with the info you have provided here and the problem will be solved.
We don't even remember the user name/password or the email address that were used while registering the product in 2010 and it hasn't been used for 2 years but Mcafee has extracted the payment! What do we do now?
Message was edited by: thomasdohling on 10/5/12 10:31:44 AM CDT
Phone them and they will try to trace it, they must have a record of the biulling by credit card number at least and most likely your name.
It doesn't matter.
Just provide the info you have provided in your original post.
Exactly in the same way.
But it must be done through phone for security reasons, because since you can not provide the email adress
or the name used for register, the agents will have to check your identity by asking you security questions like:
1. Billing address.
2. Last 4 digits of your credit card number.
3. Phone number.
They will find you.
I'd like to thank the both of you for your help in this matter. I contacted them at one of their national offices and they are not only refunding the current amount but they have also changed the email id with a link to change the password! I am so glad that I joined this community and asked for help. Thank you a million!
I'm glad you are OK now Thomas. Good luck ;-)