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Panda Antivirus FAQs
Below you will find some of the most frequently asked questions.
If you do not find your question or the answer is insufficient for you, please send an
email to support@it-sentry.com
Registration and Log in Issues
Q - I am a reseller and I want to register on your site. What is the first thing I do?
A - As a reseller you will need to register to qualify for discounts. But first, call us to receive a reseller
code. Once you have received this code, you will it need just one time only. Click on Register in the top menu line.
Q - What is the Reseller Code?
A - This is a reseller code that will be issued by IT-Sentry.com. You need this code next to where you
register as 'Reseller' on the Type of User Line. The code is case sensitive.
Q - I have entered my Reseller Code but I get a message that says the code is already used.
What is the problem?
A - Only one registration per company is necessary. If someone else already registered, you do not need to register. Just
use the same email address and password previously used to register by the other person in your organization. If you need
your own account, please contact us for a separate Reseller Code.
Q - I try to log in and I am sure I am registered. However, my email address is not recognized. What should I do?
A - Most likely it is the password that is incorrect. It is case sensitive. If you have checked both entries, and it still does
not work, click on "Forgot my password" and we will respond to you with your correct information.
Q - Who is IT-Sentry.com?
A - IT-Sentry.com is an authorized distributor of various Security Software manufacturers. It-Sentry handles a large part of Panda's Business Partner Program and sells OEM for TurboBackup.
Titanium/Platinum FAQs
Q - What is ESD?
A - Electronic Software Download. This means that no box will be sent to you. You request a download and you can
activate the software with an activation code that we will send to you after purchase.
Q - I already have a free demo version installed. Can I register this copy?
A - If the demo version came from the IT-Sentry website, yes. If not, uninstall that version because it is most likely shareware
which cannot be upgraded or registered with Panda Software. Perform a download the IT-Sentry version, purchase that version
and register with the activation code.
Q-I purchased the product as a download version (ESD) what do I do now?
A-You will be sent an activation code automatically. Follow the instructions to register your download copy.
Q I try to log in with my user name and password, but your login will not recognize me?
A Make sure you use your email address and a password you registered with on the IT-Sentry website, and not the Panda
user name and password.
Q- What is an activation code?
A. It is a code, issued by Panda Software International, that identifies you as a customer with the request to issue a
customer number, user name and password. Only Panda Software International issues the customer number, user name
and password.
Q I performed a download of a product and it has been 48 hours now and I am not getting a registration code.
What is going on?
A A free demo download is sufficient to install and run the Panda product for a few weeks; you do not need a code.
If you want to extend the use of the product, you will need to purchase that version and an activation code will be sent to you
by IT-Sentry
Q I purchased an ESD version, but my computer is too slow for a download, how can I get a box version of the product?
A Yes, send us an email within 30 days requesting a refund but do not use the activation code that was sent to you.
Your purchase will be credited for the full amount. You may then proceed to purchase a boxed version of the product.
Q How do I know whether my antivirus product is up to date?
A Move your mouse over the panda bear logo on the right side of the task bar. The date of the last update will be
displayed. That should be the current date. If it is a date in the past, make sure you turned your Permanent Protection on in Panda.
Q I have registered and received a user name and password from Panda. When I enter it in Panda it does not recognize me.
What is the problem?
A First make sure that you type the user name and password exactly as given to you. Use capital and small letters as indicated.
If this fails, the manufacturer will have to help you since we do not receive copies of your user name and password. In that case
we strongly suggest that you email support@pandasecurity.com and provide your customer number in the email text.
Q I am trying to register the product at Panda, but the on-line registration page will not appear. What should I do?
A It happens sometimes that the Panda website is very busy. In almost all cases it pays to wait from 1 to 2 minutes for the
registration page to come to your screen. Make sure you went to service.pandasoftware.com/rol and do NOT type http: in front of this.
Q During the use of Panda I received the message "Update Cancelled - The user ID entered in the updates configuration is incorrect".
What should I do?
A You are using a demo version or are using a duplicate user name. Purchase the product, register it and you will receive your own
user name and password.
Q How long can I use the Panda products?
A Panda products usually allow service for one year. Your may also purchase 2 and 3 years for most products.
Q I have Platinum 7 with an enabled firewall, yet when I check the configuration it is turned off. How does this happen?
A The most likely reason is that you have not restarted your computer after installation of the product. It is better to shut down and
reboot your computer. The firewall protection will take effect then.
Q I have Platinum 7 with an enabled firewall and when my I try to get to the Internet, my system shuts down! What is going on?
A The most likely reason is that you have not configured the firewall with the dial up service that you are using to get to the
Internet. Disable the firewall, make your dial up connection and define your dial up parameters in the firewall. Then activate the
firewall.
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