Customer Service FAQ's

If you have purchased a new computer, re-formatted your PC, or simply wish to transfer your subscription to another computer you need to reinstall CyberPatrol. Follow these steps:

STEP 1: Begin by uninstalling your current installation. (if this is not possible go straight to STEP 2).
Important: Make sure you are connected to the internet. Click: Windows Start > Settings > Control Panel > Add/Remove Programs > CyberPatrol (Remove). You will need to enter the headquarters password that is created by the person who installed the product initially. There is a hint option to help you remember.

STEP 2: (Choose the option that applies to you)
Option A - If you have a CyberPatrol My Account:
If you have purchased online from CyberPatrol.com you will have a CyberPatrol My Account. Log into your My Account (or go to www.cyberpatrol.com and click on the link named My Account in the toolbar) with your e-mail address, select 'CP Subscription Toolkit' and follow the Reinstall directions.

Option B - If you DO NOT have a CyberPatrol My Account:
This is likely if you have purchased a license from somewhere other than CyberPatrol.com. The license will need to be released by performing an online uninstall as detailed in Step 1. If that is not possible you will need to contact our Technical Support team. A license can only be re-used once it has been released. To re-install, refer to the installation instructions in your purchase confirmation email.

E-mail us details of the license (serial number and activation code) you are attempting to reinstall using our online form and we will then release the license, enabling it to be re-used. Once reinstalled it is strongly recommended you create a CyberPatrol My Account so that you can enjoy the other My Account benefits. To do this: Open CyberPatrol HQ > (click) Online Administration > Current Subscription > My Account. You will then be given the option to add your license into a new My Account.

Instructions on how to upgrade can be found here.

The most common reason that CyberPatrol is displaying either expired / invalid license is due to the program not being assigned a full subscription correctly and it is still using the trial license.  Also, check to be sure that the date on your computer is correct. To check this:

Open CyberPatrol HQ toolbar: click Windows Start > Programs > CyberPatrol > Headquarters. (This will open the HQ toolbar)
Then click Open HQ > 'About' > 'View Subscription Details' and click the 'My Account' button to refresh the license details. This will open up a web page and refresh your license details. You do not need to actually log into a My Account. Minimize the web page and check the subscription details.

If the program is running a trial license only, a short 6 digit serial number will be present and you need to follow the reinstall directions below to transfer your full license. If a full license has been assigned, you will have a 28 character serial number containing letters and numbers, you will also have an activation code.
If your installation of CyberPatrol does have a full license but the expiration date is displayed incorrectly, this could be caused by one of the reasons below:

1) CyberPatrol checks with a remote date server for licensing purposes and you must have the correct time and date for your local time zone set on your computer. If CyberPatrol detects that this is not correct it will disable the license until the time is corrected. To do this, shutdown CyberPatrol and check to be sure your system clock is set correctly (Double click on the time in the bottom right hand corner of your screen and correct the date if necessary). - Restart CyberPatrol and the subscription information within CyberPatrol will be updated and you should be all set.

2) If you have transferred your subscription to another installation of CyberPatrol this will cancel the license that was used on the original installation. To resolve this issue:

- Connect to the internet and uninstall CyberPatrol via Windows Start > Settings > Control Panel > Add/Remove Programs > CyberPatrol (Remove).

- Follow the Reinstall directions below.

Note: If you want CyberPatrol to run on two or more computers you must have one full license per installation.

3) If you have renewed by purchasing a brand new subscription which is showing as 'Not Activated' in your My Account then you need to connect to the internet, uninstall (via Windows Start > Settings > Control Panel > Add/Remove Programs > CyberPatrol (Remove) and then follow the directions below to reinstall making sure you choose to Transfer your new subscription and not the old one which has expired.

4) If these directions do not resolve the error, try uninstalling CyberPatrol (connect to the internet and then click Windows Start > Settings > Control Panel > Add/Remove Programs > CyberPatrol (Remove) then follow the reinstall directions below.

CyberPatrol Reinstall:

Option A - If you have a CyberPatrol My Account: If you have purchased online from CyberPatrol.com you will have a CyberPatrol My Account. Log into your My Account (or go to www.cyberpatrol.com and click on the link for My Account in the toolbar) and log in with your e-mail address, select 'CP Subscription Toolkit' and follow the Reinstall directions.

Option B - If you DO NOT have a CyberPatrol My Account: This is likely if you have purchased a license from somewhere other than CyberPatrol.com. The license will need to be released either by performing an online uninstall as detailed in Step 1 or if that is not possible you will need to contact our Tech Support team. A license can only be re-used once it has been released. To install, refer to the installation instructions in your purchase confirmation email.

E-mail us details of the license (serial number and activation code) you are attempting to reinstall using our online form and we will then release the license, enabling it to be re-used. Once reinstalled it is strongly recommended you create a CyberPatrol My Account so that you can reinstall in the future and enjoy other My Account benefits. To do this: Open CyberPatrol HQ > (click) Online Administration > Current Subscription > My Account. You will then be given the option to add your license into a new My Account.

If you don't receive an expected email from CyberPatrol, please:
Login to your CyberPatrol My Account and check that your e-mail address is correct.
Identify which e-mail account you have used in your CyberPatrol My Account (if you have multiple e-mail accounts).
Check your "junk" or "bulk" folder in your mail box, as your e-mail provider / e-mail filter / mailbox rules may have placed it there. We recommend you add the domain cyberpatrol.com to your white-list / approved senders list to avoid future delivery interruptions.