I’ve just bought a new mobile phone Samsung A5. I downloaded the bt virus protect app but it’s not working. I was getting a Message saying we had trouble registering your device. I uninstalled and reinstalled the app and I am now getting an error message saying Your subscription is already associated with this device. Any ideas what the cause of this is. Thanks
I already checked this and also did e-chat on your website but the advice given was useless. I uninstalled it and re downloaded it 3 times. I have now given up and left it uninstalled.
Thanks for posting back and I'm sorry that you are still having this problem.
Thanks for checking that link I gave you. We will need your details to help you further with this. Click on my username here >> RobbieMac << and you'll see our contact link underneath my profile picture.
Thanks for taking the time to send us over your details.
This is just a quick message to give you the heads up that we have reached out to a colleague for assistance with this and as soon as we have received word back we will be back in touch with you.
As we are fast approaching the weekend we may not hear back until early next week but as soon as we do we will give you another shout
Please follow the details below to see how you can manage your licences:
Here's how to manage your licences
1. Once you've logged into My BT, scroll down and click on the Manage your extras button
2. Click on the "BT Virus Protect" icon under the "Your smarter broadband extras" section
3. Click on the "Manage BT Virus Protect" link within the "BT Virus Protect" section
4. Click the tab showing the computer you want to deselect. Each licence will have a tab
5. Click Deactivate. By deactivating you're freeing up a licence so that you can install BT Virus Protect on a new PC or Mac etc
Let me know if this helps you.
Issue sill not resolved as what you said to do did not help. My device is showing but there is a red square with an exclamation mark in under phone protection saying sorry something went wrong. I have already uninstalled and reinstalled several times. I have also contacted mcafee who referred me to bt for help. This is getting frustrating so hoping you can get this resolved.
Thanks for getting back to me and for trying that @saabina.
As it can't be removed through the McAfee site I'll need to get a trouble ticket raised directly with McAfee. I'm arranging to have this done for you. This is going to be raised today but due to the weekend we may not hear back from McAfee until Monday or Tuesday. I'll be in the office on Tuesday and will touch base with you.
McAfee haven't replied back about your issue yet but they've replied to me about a different case so they should be in touch soon. As soon as I get an update I will be in touch.
I sent you a private message yesterday, tried to call you today and I've since sent an email.
I am in touch with McAfee for you and I need a few more details. Please reply back to my private message or my email. Feel free to post up here either.