General Product Support
Questions about ProtectKit features, settings, installation, findings, or how a workflow is supposed to work.
- Installation questions
- Feature help
- Settings questions
- Understanding findings
- General troubleshooting
ProtectKit Support
Need help with ProtectKit? Start here.
Use the ProtectKit Help Center for self-service guidance, or contact ProtectKit Support for product questions, bug reports, Premium access, billing questions, false positives, privacy questions, and other issues that need direct assistance.
✓ Product support
✓ Bug reporting
✓ Premium & billing help
✓ False-positive review
Choose a Support Topic
Tell us what kind of help you need
Using the right subject line and including the right information can make it easier to understand and resolve your issue.
Report a Bug
Tell us about behavior that does not match what ProtectKit should do.
- What you were doing
- What you expected
- What actually happened
- Error messages
- Steps to reproduce the issue
Report a False Positive
If ProtectKit repeatedly flags something you believe is legitimate, send enough non-sensitive evidence for the finding to be reviewed.
- Feature or page involved
- Exact finding text
- File or process name
- Publisher or signature information
- Why you believe it is legitimate
Premium & Activation
Get help when Premium does not appear active or an expected Premium feature is unavailable.
- Premium activation
- Monthly or yearly plan questions
- Feature access problems
- Subscription status questions
- Account-related troubleshooting
Billing Questions
Questions related to ProtectKit Premium purchases, billing, renewals, or payment-provider account management.
- Billing questions
- Renewal questions
- Subscription-management questions
- Purchase verification
- Payment-provider guidance
Privacy & Security Questions
Ask about ProtectKit's data practices, external lookups, logs, reports, or other privacy and security concerns.
- Privacy Policy questions
- External reputation lookups
- Logs and reports
- Sensitive information concerns
- Security-related questions
Feedback & Feature Requests
Tell us what would make ProtectKit clearer, more useful, or easier to use.
- Feature suggestions
- User-interface feedback
- Workflow ideas
- Documentation suggestions
- Usability improvements
Affiliate Questions
Questions about promoting ProtectKit, program rules, approved claims, or affiliate resources.
- Affiliate program questions
- Promotional guidance
- Approved product claims
- Brand resources
- Program-policy questions
Help Center
Many common questions can be answered immediately through ProtectKit's self-service Help Center.
- Getting started
- Security findings
- Investigation guidance
- Maintenance help
- Troubleshooting
Before You Contact Support
A few details can make troubleshooting much easier
You do not need to be technical. Just describe what happened as clearly as you can and include information that helps reproduce the issue.
1
Describe what you were trying to do
Name the ProtectKit page or feature and explain the action you were attempting, such as running a scan, changing a setting, investigating a connection, or activating Premium.
2
Explain what you expected
Tell us what you thought should happen. This helps distinguish a software problem from a confusing workflow or documentation issue.
3
Explain what actually happened
Include the exact error message or unexpected result whenever possible. Avoid paraphrasing an error if you can copy the actual wording.
4
Include steps that reproduce the problem
If the problem happens consistently, list the actions that cause it. Repeatable steps are especially useful for bug investigation.
5
Attach supporting information when useful
A screenshot or exported ProtectKit log can help when it directly shows the problem. Review attachments before sending them and remove information you do not want to share.
Do not send secrets or credentials.
Never send passwords, authentication tokens, private keys, recovery codes, full payment-card numbers, or other credentials to ProtectKit Support. If a screenshot or log contains sensitive information, redact it first.
Bug Reports
What makes a useful bug report?
Good information to include
- The ProtectKit page or feature involved
- The exact action you performed
- The expected result
- The actual result
- The exact error message, if any
- Whether the issue happens every time
- Whether administrator permission was requested
- Whether restarting ProtectKit or Windows changed the behavior
You usually do not need to send
- Your Windows password
- Your email password
- Full credit-card information
- Authentication tokens
- Private cryptographic keys
- Recovery codes
- Unrelated personal files
False Positives
Suspicious does not always mean malicious
Security software works with incomplete evidence. ProtectKit is designed to communicate uncertainty rather than pretending every unusual item is a threat.
When to report a false positive
Report a finding when ProtectKit repeatedly classifies or describes a known legitimate item in a way that appears incorrect or misleading.
Include the exact ProtectKit finding and as much non-sensitive evidence as possible.
Useful supporting evidence
- Program or service name
- Executable path
- Publisher
- Digital-signature status
- File hash when appropriate
- Why you recognize or trust the item
- A screenshot of the ProtectKit finding
Do not remove something only because it looks unfamiliar.
Windows contains many legitimate processes, services, drivers, and background components with technical names. Review evidence before disabling, blocking, or deleting an item.
Premium & Billing
Know which kind of issue you are reporting
Premium feature access problem
If you purchased Premium but a Premium feature remains unavailable, describe the feature, what ProtectKit shows, and whether the application has internet access when subscription verification requires it.
Do not send passwords or full payment details.
Billing or subscription-management question
ProtectKit Premium uses an external payment provider for purchase and subscription processing. ProtectKit Support can help identify the correct path for a billing or subscription-management issue, while payment-provider account functions may need to be completed through the provider's own customer portal.
Monthly and yearly Premium
ProtectKit Premium is available with monthly or yearly billing. Both plans provide the Premium feature set; the billing period differs.
For a detailed comparison between Free and Premium, use the dedicated comparison page.
ProtectKit Free is not a trial
ProtectKit Free is intended to remain useful without requiring a Premium subscription. Users can continue using supported Free features without upgrading solely because a trial expired.
Security & Privacy
Questions about logs, lookups, and sensitive information
External reputation and investigation services
Some ProtectKit investigation features may use external services to obtain reputation or registration information. The information needed for the lookup, such as a file hash or remote address, may be sent to the selected external service.
Local logs and reports
ProtectKit can create local activity logs and reports. Depending on the feature, exported information may contain file paths, process information, service information, network addresses, timestamps, or other system details.
Privacy Policy
For ProtectKit's data-practice information, read the dedicated Privacy Policy rather than relying on a short support-page summary.
Security limitations
ProtectKit does not guarantee that a computer is free from malware or other threats. No security product can guarantee complete protection. ProtectKit is intended to improve visibility, configuration, investigation, monitoring, explanation, and response.
Frequently Asked Questions
Support questions we expect users to ask
Where should I start if I do not know whether I need support?
Start with the ProtectKit Help Center. If the documentation does not answer your question or the application is not behaving as expected, contact ProtectKit Support.
What is the official ProtectKit support address?
The official support email is support@getprotectkit.com.
Can I send a screenshot?
Yes, when a screenshot helps explain the issue. Review it first and redact passwords, tokens, recovery codes, private keys, financial information, or other sensitive details.
Can I send a ProtectKit log?
Yes, if it is relevant to the issue. Review the log before sending it because system paths, network information, and other details may be present depending on the feature involved.
Does an Admin Required message mean ProtectKit is broken?
No. Many Windows security and repair operations require elevated permission. Admin Required usually means Windows would not allow ProtectKit to complete that particular operation without elevation.
What should I do if a finding says Suspicious?
Review the evidence. Suspicious means the item deserves attention; it is not automatic proof that the item is malicious. Check the path, publisher, signature, hash, process or service role, and other available information before acting.
What if ProtectKit reports something incorrectly?
Send a false-positive report with the exact finding and supporting evidence. Repeatable reports can help improve ProtectKit's explanations and detection logic.
Can support guarantee that my computer is safe?
No. ProtectKit Support can help explain ProtectKit findings and troubleshoot the product, but neither ProtectKit nor support can guarantee that a computer is free from every threat.
Official ProtectKit Support
Contact ProtectKit directly
support@getprotectkit.com
Include the ProtectKit feature involved, what you were trying to do, what happened, and the exact error message when one is available.
Need ProtectKit help now?
Start with the Help Center for common questions, or email ProtectKit Support when you need direct assistance with the application.