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Online Security

Charter Security Suite™ - Renewing the Subscription License Key

Typically, the Charter Security Suite™ renews automatically and the subscription license key should never expire as long as you remain an active Charter Internet™ residential customer.

In the event your Charter Security Suite™ shows as expired, the likely causes are:

Subscription License Key Used on Multiple Installations

The Charter Security Suite™ includes three (3) subscription license keys at no additional cost. This allows you to install the software on up to three computers (pc or mac) within your home. Each installation requires you activate or use a valid subscription license key online through My Account. A valid subscription license key can only be active on one computer at a time. If you attempt to reuse a subscription license key already active on another computer, you will be alerted it is already in use. Should you opt to go ahead and Use This Key, transfer will take place and protection will stop working on the other computer. If you would like to keep both computers protected, you need enter a different but valid subscription license key or if needed, buy an additional or new subscription license key.

To locate or activate Charter Security Suite™ subscription license keys:

  1. Log into My Account.
  2. Click the Online Tools tab.
  3. Click the Charter Security Suite tab.
  4. Click and expand the Your Active License Keys section. If you do not see any subscription license keys listed, you should re-install Security Suite.

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No longer an Active Charter Internet™ Customer

If you are no longer an active Charter Internet™ customer, your Charter Security Suite™ will expire and your computer will no longer protected. You must uninstall the program and utilize an alternative security product.

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Subscription License Key Removed from Associated Account

Charter routinely performs audits and removes subscription keys that are not currently active. If the Charter Security Suite™ has been unable to communicate with the update server for an extended period of time (due to the computer being shut off for example) the key may be released from your account causing the Charter Security Suite™ to become expired.

To reactivate the Charter Security Suite™:

  1. Log into My Account.
  2. Click the Online Tools tab.
  3. Click the Charter Security Suite tab and re-install Security Suite.

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No Subscription License Key Entered (Mac OS X only)

Your Charter Security Suite™ will not become active and receive important software updates until a valid subscription license key has been entered.

To obtain an active subscription license key:

  1. Log into My Account.
  2. Click the Online Tools tab.
  3. Click the Charter Security Suite™ tab.
  4. Current active subscription license keys are listed under the Your Active Subscription License Keys section. If keys are listed within this section AND are not used in another installation, write down one of the keys and enter it into the Charter Security Suite™.
  5. If no keys are listed within the Your Active License Keys section or you need to activate a new license key, you should re-install Security Suite.

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Re-install Security Suite

To re-install Security Suite, you will be prompted to update your current Charter Email address and password or My Account username and password to a Charter ID. A Charter ID is a single username that lets you enjoy all the sites and apps that Charter offers.
To update your existing Charter Email address or My Account login:

  1. Sign in to Charter.net on a computer or tablet using your existing Charter Email address and password or My Account login and password. Select Sign In.
  2. Once you sign in to Charter.net with your existing credential, you will be asked to update to a Charter ID. Select Yes to update to a Charter ID and gain access to Charter.net.
  3. After clicking Next, you are directed to the Charter ID Update page. Populate the required fields, accept the Terms & Conditions and select Next to continue. The Charter ID field prepopulates, incorporating your current credentials when possible.
  4. After clicking Next, you are directed to the Charter ID Update success page, confirming that your existing credentials are successfully updated to a Charter ID. When you click Done, you are directed to the Manage Your Account page to sign in using your new Charter ID.

For information on how to install Security Suite in Charter.net and detailed Security Suite support, type Security Suite in the Ask Charter support field and select Ask.

Additional Assistance

If this support article is unable to resolve the activation issues with your Charter Security Suite™, enter Live Chat or contact us at 1-888-438-2427.



 
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