I do not understand computers but knew I needed virus protection. I accidentally loaded two copies and of course they charged me. I went online as directed and have never received a response. I called tech support this morning and the tech told me to wait another week for a response. Like everyone else I got someone from India. I doubt I will ever get a refund! When my subscription is up I am going back to Norton! At least they will talk to you and I never had a problem with them and they were very patient with me and helped and solved my problem.