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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 s...
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.
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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)
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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.
David
Hello 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- Ok, I just heard back from Bitdefender support. And thankfully, they were able to do something on their end, allowing me to get the subscription activated. Thanks to everyone here for your feedback and support. I greatly appreciate the help and am happy to report that NETGEAR Armor now seems to be fully functional on my router.
David