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FAQ

  • What is the Service?

    The Service is a license (a right), offered in the form of a time-limited subscription, to use the protective features of Dr.Web software.

  • How long can I subscribe for?

    There is a one-month minimum; after that, a subscription can carry on indefinitely. By paying a monthly subscription fee, you are actually paying for the anti-virus in instalments.

  • What is a Dr.Web Anti-virus subscription package?

    It is a comprehensive PC protection service provided to customers by a service provider. Thanks to the variety of subscription packages available, you can choose only the services you need right now, letting you save on information protection.

  • Which subscription packages does the Dr.Web Anti-virus service include?

    Dr.Web Classic and Dr.Web Premium. Dr.Web Classic provides basic protection from all types of malware; Dr.Web Premium ensures maximal protection against all types of malicious software. With this package, users can enjoy anti-spam and controlling access to Internet resources to guarantee that only ‘clean’ content is received by their PCs. Each package includes a firewall and protection for workstations and file servers. Please compare subscription packages prior to subscribing, paying particular attention to the list of supported operating systems.

  • Can a company subscribe to various subscription packages?

    Yes, a subscription for multiple packages at the same time is available. When you have groups of subscriptions to different packages, you can use the Dr.Web Control Center to set different management rights (security policies) for the agents.

    Important! It is not only through the Internet that malware can infiltrate your computer. That's why you need to regularly update the installed software.

  • Can I switch to another subscription package while my current subscription is still valid?

    Upgrades and downgrades are free of charge.

    • If daily charging is in effect, subscribers can take out a new subscription to the needed package.
    • If monthly charging is in effect, money paid in advance by subscribers switching from Dr.Web Classic to other packages will not be refunded. Dr.Web Premium subscribers will not lose money when migrating to Dr.Web Classic.
  • When does the subscription period start?

    From the moment you subscribe to the service. A unique installation package is instantly created on the service provider's server, and the subscription begins.

  • When does Dr.Web start protecting my computer?

    Once you have subscribed to the service and installed the required software on your PC. In step 2 of the subscribing process, you will be prompted to download the installation package that will install the service software on your PC. Subsequently, an installation package URL will be available on the ‘Control’ tab of the Subscription Control Center for as long as the service is in effect.

  • How can I renew my subscription?

    You don’t need to worry about renewing your subscription manually; automatic monthly renewal is activated as soon as you subscribe.

  • Can I suspend my subscription?

    Yes. In order to suspend a subscription, go to the ‘Administration’ tab of the Subscription Control Center and select ‘Suspend’.

  • How can I unsubscribe from the service?

    Select ‘Terminate subscription’ on the ‘Administration’ tab of the Subscription Control Center.

  • How can I calculate the subscription cost?

    On the ‘Support’ tab of the Subscription Control Center, select ‘Calculator’. To perform calculations, select the subscription package and the total number of PCs and servers to be protected. The calculation will be made automatically. As a result, you will get the exact cost of the subscription, as well as the amount recommended for payment.

  • How can I refill my account with a prepaid card?
    • If you have a physical prepaid card, go to the Subscription Control Center. Click on ‘Balance’ in the upper right-hand corner. The ‘Refill my account’ window will open. Select the payment system: in your case, it is ‘Dr.Web cards’. Erase the scratch-off strip and enter the card number (the alphabetic code) in the ‘Card number’ field. Click on Activate. Your account has been refilled.
    • If you have a virtual prepaid card (an activation code), go to the Subscription Control Center. Click on ‘Balance’ in the upper right-hand corner. The ‘Refill my account’ window will open. Select the payment system: in your case, it is ‘Dr.Web cards’. Enter the card number (the alphabetic code) in the ‘Card number’ field. Click on ‘Activate’. Your account has been refilled.
  • How can I prove to inspection bodies that I am using licensed software?

    On the Control tab of the Subscription Control Center, check the box next to the name of the computer and click on ‘Details’. The ’Information’ tab will open. In the box on the right, click on ‘Generate license certificate’. Download an electronic version of the certificate, and save it on your PC. The certificate gives the name of the license holder, the number of PCs protected, and the license expiry date.

  • Do I have to pay for traffic when downloading program and anti-virus database updates?

    Yes, if the service is not supplied by the access provider.

  • Will my computer still be protected if no Internet connection is present?

    Yes. Computers that are disconnected from the Internet will not be able to receive updates, but all the protection components for hard disks, removable media, and email will continue to operate.

    Important! It is not only through the Internet that malware can infiltrate your computer. That's why you need to regularly update the installed software.

  • Dr.Web needs to be reinstalled. Where can I download the installer?

    Download the installation package from the ‘Download link’ on the ‘Control’ tab of the Subscription Control Center next to the name of the computer.

  • How do I contact Doctor Web technical support?

    You can send a support request by right-clicking on the green spider icon in the bottom right-hand corner of the screen and selecting ‘Support’.

    Important! This option is available after you have installed the Dr.Web Anti-virus, and if you have access to the Internet.

  • Where can I find the log report, and how do I submit it for analysis?

    Right-click on the green spider icon in the bottom right-hand corner of the screen, and select ’Prepare logs’. After pressing this button, a log file will be generated automatically, and you will be prompted to choose where to save it to. In addition to log files, the archive will include information on your PC, which is necessary for an accurate diagnosis of the system. Remember where you have saved the archive. Attach the archive to an e-mail message and send it to technical support.

  • Employees often go on business trips. Will the anti-virus on their laptops receive updates?

    Yes, if before leaving you’re the Dr.Web anti-virus on the laptop is set to ‘Mobile mode’. The laptop will receive virus database updates only. Once home, ‘Mobile mode’ must be disabled. This is done by selecting ‘Mobile mode’ in the shortcut menu and unchecking Enable. The Dr.Web icon colour will change from yellow to green, and communication with the provider's server will be enabled.