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Forum Discussion
Armor subscription activated but not not applied to RBR50
I bought a subscription and during activation was presented with a very confusing dialog and apparently chose poorly. The activation was accepted, but the RBR50 is still running on the trial. See screenshot. Please see screenshot attached. How do I transfer the activation to the router?
Attempting to go direct to support, I am not presented that option as it says my support period “expired” on 7-20-19, at date 5 weeks in the future.
51 Replies
Hi SilentService, welcome to the community! Your one year paid subscription will take effect as soon as the trial period expires, which according to the screenshot, is still 9 days out. Please keep us posted if it doesn't switch over.
Dexter
Hi Dexter,
Armor is NOT active on my router as screenshot shows. Subscription shows active on zero devices. Pls advise,
Rob
Hi SilentService, does the router UI and/or the Orbi app show that your Armor subscription is active?
Dexter
I have the same problem. The rollover from Free to Subscription status did not happen. Status in Orbi App is "Inactive" though I purchased the year subscription. The subscription info shows it has over 300 days remaining though it is not applied to any device, including router. Have trouble ticket and have sent same info to both Netgear and BitDefender. Can't get any reply. Would really like to resolve this but need some help from somebody at Netgear or Bit Defender. Frustrated!
I have the same problem where before trial expired everything was working fine, and after I paid for subscription it's no longer working. By the way I have entered the activation code and my subscription is now recognized as active in my Netgear account (and also bitdefender is working on my Android phone using the subscription). It's just that my Orbi does not recognize the subscription as active (and no, I will not reset my router if that is the recommended "fix" - that is too painfull to deal with so I will do that only when it's time to update to new firmware again). But because of this frustration I'm also never going to renew the Arbi subscription again - I should not have to deal with wasting an hour or so because Netgear can't get simple activation working without making consumers going through this hassle.
I hate to say Me Too, but I am having the same problem. Active on my phone and not active on the router and I can not find any options to transfer etc.
Sorry about the double post.
Spoke again with Bit Defender Tech Support about my trouble ticket (from several weeks ago) which has found no reponse from either Bit Defender or Netgear. Of course the support agent promised he would send the ticket back up to the higher level support and that I would receive a reply within a couple of days. Sorry to say I don't expect much. But, that is how they want to play the game.
With the exeption of VPN and this Netgear Armor problem (VPN Doesn't work on Mac) my Orbi has worked very well and is a good system. But I will find another solution and never purchase another netgear product (Currently have another Netgear router in office and several netgear switches). They obviouly don't care as can be seen from the lack of responses here in the forum or the tech support groups.
Thanks for the info but the VPN I spoke of is the built-in vpn on the Orbi Router. There seems to be a conflict with the OpenVPN version for Mac, Mac OS and Orbi. Am familiar with Nord, Express, and DisconnectMe VPN's. All are great products.
Hi. I'm having the exact same problem. I paid for the year subscription and have not been able to find any real help at all. This is frustrating beyond belief.
Thought I would provide some update.
So far, several emails between me and Bit Defender/Netgear tech support. Have provided the SN of my router, the email address used to upgrade from trial to full version of Bit Defender, chat transcripts of conversations with Bit Defender tech support, Bit Defender Activation number, pics of my status page on armor.netgear.com, pic of my status page on Bit Defender, both showing the paid version available and I believe the name of my non-existant dog! Must be an insurmountable problem. Still showing "EXPIRED" on the Security Tab of the Orbi App and "Not Activated" in the Security Section of the Web Login to the Router. In the meantime, the countdown continues to the day when I get to renew. What a deal! :)
That's crazy. I didn't have to do any of that. Doesn't make sense how they're handling this.
jhelton wrote:Thought I would provide some update.
So far, several emails between me and Bit Defender/Netgear tech support. Have provided the SN of my router, the email address used to upgrade from trial to full version of Bit Defender, chat transcripts of conversations with Bit Defender tech support, Bit Defender Activation number, pics of my status page on armor.netgear.com, pic of my status page on Bit Defender, both showing the paid version available and I believe the name of my non-existant dog! Must be an insurmountable problem. Still showing "EXPIRED" on the Security Tab of the Orbi App and "Not Activated" in the Security Section of the Web Login to the Router. In the meantime, the countdown continues to the day when I get to renew. What a deal! :)
Well, my netgear armor/bit defender free trail to paid version finally is a reality. The paid version became active overnight. Not to be a nitpicker but I began this process during the trail version since my armor netgear/bit defender account showed 2 activations. I was assured at that time the paid version would automatically roll over to cover the router. It didn't and now instead of having had 360 days of coverage, which I paid for. It only took 77 days to resolve the matter. I am down to only 288 days of protection left. 77 days of missing coverage. Better late than never I guess. :)
Ask them to make up the days. I did just that and got 2 months added on.
UPDATE:!!!!! Hello everyone my problem was resolved July 3 2019
I contacted bdsupport along with their chat service along with netgear.
So please if you have the same problem try all of these resources you will get the help.
Just disappointed it that long to resolve.
What was the solution to your problem? Did you have to reset your router (or even worse re-apply the latest firmware and reset)? Anyhow, their support were very friendly with me on the phone as well when I called, but insisted this was the only solution. This I already suspected and honestly did not need to call them for them to tell me. Anyhow, I'm not interested in trying that at all (I'm not interested in redoing my settings because their developers don't know how to implement simple account activation withough making users go through this process). I'm sure this will get "fixed" next time they upgrade the firmware (but then there will at least be a beter reason to go through the reset). But either way, after this experience I"m not renewing this service after my subscription expires.
I did nothing but wait.The issue was on their end.
I been 30 min wait on BDChat. It keeps saying I am next and the wait should be 4 min. This is stupid how many issues we have with these. I have had issues with the last 3 firmwares. I now randomly have to reboot when the router stops routing.
Finally got to someone in BD chat and they are telling me they have to esculate it and someday someone will get back to me. Worthless support.
I was told the same thing, they got back to me the very next day. I then asked for the days that I had lost due to the issue, the gave me an extra two months of service.
Ok, I have to admit, I decided to be patient and see if things would work out with a software upgrade. But they have not. The Online Armor protection is still not active on my router. I tried using the Support link on the Online Armor website and did get a response from Bitdefender, who only confirmed that things looked activated from the portal end. When I tried to reply, over a week ago, I never got another response back. I think this Online Armor thing is a good idea, both for Negear and Bitdefender. And, I want this to work. So, I will post the same message that I sent to BitDefender after their first response in hopes that I can get some help here.
====================
Hi Cristian,
Thank for your response to my email and confirming that I did indeed properly activate my account on the armor.bitdefender.com website. But, that is not my problem and unfortunately the support link didn't give me enough characters to fully articulate my problem. In short, here is the status of my issue.1. Yes, I did purchase the Netgear Armor, probably in June as you have confirmed.2. Yes, I was able to activate the account on the Netgear Armor (armor.netgear.com) website.3. Yes, the Netgear Armor site does show the account to be active and seems to have registered my router.4. But, the web client for my Netgear Orbi router shows the Netgear Armor as "Not Activated".5. Furthermore, on the Orbi App for my IPhone it also shows as "Not Activated".6. If I click on the Security button in my Orbi App, I get an option to activate a trial.7. Then if I click on the "Activate Trail" button, I get "Error, Failed to Subscribe".The problem is NOT with using the Bitdefender Total Security suite on any of my devices. I can do that. The problem is that the security functionality does not appear to be activating on my Router. I have tried installing the latest firmware and doing a factory reset, but still have had no luck getting the Netgear Armor (powered by Bitdefender) security functionality to activate and operate on my router. For reference, the serial number of my router is 4PM7715N05774, also shown in Image5, attached. Can you help me with this?Kind Regards,(Name, city, and phone number redacted)====================I don't know whether the issue was closed after his response or what happened. But, I have not received a response. If it helps, I actually purchased the product online with my PC a couple days after the subscription ended. I have not been able to get it active since them. After already losing two months on my subscription, I would really like to get this working properly. Any help that folks here could provide me would be greatly appreciate.DavidHello dwhTexas, I had this same issue. I sent a private message on this forum to DexterJB and he was able to get the issue resolved. He asked for my router serial number and the case number I opened with Bitdefender. The case I opened with Bitdefender hadn't gone anywhere until Dexter got involved. It took a few days over the weekend but it did get done. Also once Bitdefender got back to me I asked if the could extend the expiration date of my subscription by I month because I had lost about 3 weeks, and they did it. Good luck.
- I’m sure there has got to be some reasonable explanation. Maybe it has something to do with me waiting until a couple days after the trial expired to make the purchase. Maybe it is because I made the purchase at the Online Armor website as opposed to directly through my phone. I’m really not sure. But I really liked the functionality and hope to get it back. I did open up another ticket with Bitdefender support the night I original posted my request for help here. The number is 2019090208590003. I guess we will see what happens. Thanks for the response.
David
