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Forum Discussion

konabob's avatar
konabob
Guide
Jul 15, 2019

Armor paid subscription - unable to activate on RBR50 router

I purchased Netgear Armor security after about two weeks of trialing the product. When I login to the RBR50 router from my PC it says "Security Status Not Activated". When I login to the Orbi App fro...
Holybird's avatar
Holybird
Initiate
Jul 15, 2019

I'm having the exact same issue. I've reinstalled the phone app but the issue remains. The web portal states, "Not activated", the app states, "expired" but the Armor site shows my license is valid.

DexterJB's avatar
DexterJB
NETGEAR Moderator
Jul 17, 2019

Hi konabob and Holybird, if you haven't reached out to Bitdefender yet, I'd recommend doing so using their support channels on the link below since other users have reported that they were able to get it sorted out for them. If you have, please send me a private message with the serial number of your device and the email address used for the subscription.

 

https://www.bitdefender.com/consumer/support/

 

Dexter

  • konabob's avatar
    konabob
    Guide
    Jul 17, 2019

    Just sent you a PM Dexter. I have not heard back from Bitdefender yet. Thanks in advance for your assistance. Bob.

  • Holybird's avatar
    Holybird
    Initiate
    Jul 18, 2019

    Bitdefender got back to me and did something on their side. I was able to restart the trial which immediately switched over to my subscription.  Bear in mind this was after a full factory reset at the latest firmware. Both my orbi app and web portal are reporting an active subscription now.

    • konabob's avatar
      konabob
      Guide
      Jul 23, 2019

      My Netgear Armor subscription has been activated. I received this email from Bitdefender support after Dexter got involved after seeing my post in this forum. Thank you Dexter and Alina from Bitdefender.

       

      Dear Bob,

      Thank you for your patience and please accept our apologies for the delay in our reply.

      Please note that we have made some adjustments on your account and you should now be able to see your active Netgear Armor subscription.

      Let me know if everything is OK. Have a lovely day!


      Best regards,
      Alina Bizga
      Bitdefender Support Team

      • gagarzac's avatar
        gagarzac
        Aspirant
        Sep 21, 2019

        Hello Dexter & Alina:

         

        I would like to get some help, I've started the trial period on my R8000 router and had to factory reset it, now I can't activate the netgear armor, sent a ticket to bitdefender and so far I got a response stating that i had to re-reset it, and I did.

        But the problem still is there, the Nighthawk app on the iphone as well as via the routerlogin.net page says that "An error has occured", Sent the screenshots of both ways to bitdefender about 15 days ago and I'm not getting a response so far, I guess they just dropped on me.

         

        Any help?

  • js_home's avatar
    js_home
    Aspirant
    Nov 13, 2019

    Hi Dexter,

     

    I came across this conversation when trying to search the web for a solution to the issue that I'm facing with activating my ARMOR paid subscription on my router that appears to be exactly the same as the other users described in this thread. Being a multi-year Bitdefender user, I recently purchased the NETGEAR Orbi set and soon came to the conclusion that I would pull the trigger on buying the ARMOR subscription (this happened on October 13). Upon activation, I began using the service on all of my connected devices including the RBR50 router where it for some reason showed I was still using the 30 day trial that came with the router (the other devices immediately switched to the paid subscription). Believing this would happen to the router as soon as the trial period is over (Nov 12), I paid to attention to this until now when, upon checking, the router says the service has expired and I am not able to activate it again with the subscription I have already purchased a month ago. Hope you can help me resolve this issue just like you did to the other members of the community.

     

    Many thanks,


    Jan 

     

    • hjk_plm's avatar
      hjk_plm
      NETGEAR Employee Retired
      Nov 13, 2019

      Hello Jan,

       

      After puchasing, did you recieve the activation code from NETGEAR Armor with the activation code? Following is the instruction to activate the Armor subscription. https://kb.netgear.com/000060247/How-do-I-activate-my-NETGEAR-Armor-subscription-using-an-activation-code

       

      If you already taken above steps to activate, could you please check if your login email used in armor.netgear.com portal and your Orbi app login email matches? 

       

      Also I recommend filing a support request with the Bitdefender. 

       

      Thanks,

      Haejo

      • js_home's avatar
        js_home
        Aspirant
        Nov 13, 2019

        Hello Haejo,

         

        Thanks for your reply. Upon purchase I obviously did receive the activation code and used it according to the given instructions. Actually, I have been running Bitdefender security software through the ARMOR subscription since the day of purchase/activation on all of my devices but the RBR50 router that for some reason kept the 30-day trial that came with the unit, until it expired yesterday. My login credentials are the same for both the Orbi app and the Netgear Armor portal, so this also cannot be the reason for the issue. I guess that I'm facing the exact same problem that the other members posted in this thread earlier, that were eventually able to resolve it through the Netgear support staff (I already sent a private message to the person who was mentioned to help fix that for the others). But thanks anyway, it's appreciated!

         

        Best,

         

        Jan