Customer Support – Home Users

Customer Service Frequently Asked Questions

I would like a refund. How do I request one?

We can only provide refunds for purchases made from our website. If you purchased from a retailer and / or directly from a vendor, please contact them directly regarding their refund policies.

To request a refund purchased from our website, please visit www.absolute.com/support/lojack-support-form.asp and submit a support case.

I have forgotten my login information. How do I retrieve that info?

If you have forgotten your password, you can reset it and have it emailed to you from the login page. https://www.lojackforlaptops.com/customer/login.asp

Simply enter your email address you used when registering and click ‘here’.

If you no longer have access to email account you originally registered with or do not remember what it is, please submit a Support case - http://www.absolute.com/support/lojack-support-form.asp.

I am having a problem loading the CD to install your software. What should I do?

Please note that you do not actually need the CD to install LoJack for Laptops. You can install by going to - https://www.lojackforlaptops.com/customer/download.asp. Download the version of the software you require and follow the steps. Please note that you will need your registration code in order to register / install.

I would like to register multiple computers under one account. How do I do that?

To install multiple licenses and have them appear under the same account, make sure to use the same registration information each time when performing the registration on each computer.

My license expired and I bought a new one, how come I cannot install it?

You cannot install a new license on top of an existing license, even if it is expired. To correct this you will need to submit a Support case - www.absolute.com/support/lojack-support-form.asp.

I did not receive a Registration Code with my purchase. Where is it or how do I find it?

The location of your Registration Code depends on how you purchased Computrace LoJack for Laptops.

If you purchased online from www.lojackforlaptops.com, an email should have been sent to you. Check to see if it was blocked or sent to your Junk mail. The registration code will be on your Order Confirmation email.

If you purchased at a retail store: Check inside the product box or the back of the DVD case.

If LoJack for Laptops was purchased as a bundle and you have not received it with your computer, please contact the computer manufacturer first.

Please make sure you keep your Registration Code confidential.

Is Computrace LoJack for Laptops available worldwide? Where is it available?

Currently, Computrace LoJack for Laptops is only available to customers in the United States, Puerto Rico and Canada.

If someone steals my laptop and formats the hard drive or reloads the operating system, how does LoJack for Laptops work in that scenario?

If your computer is equipped with our Computrace agent embedded in the BIOS and the BIOS agent is active, LoJack for Laptops can reinstall itself even if a system restore, hard drive format or a hard drive replacement is performed. The only way to disable the BIOS feature would be to replace the entire Motherboard or remove LoJack for Laptops via our website which will deactivate the BIOS agent.

While we have ways to persist on a computer that is not equipped with the Computrace agent embedded in the BIOS, it is not nearly as effective as a computer that has the BIOS agent. On a non BIOS computer, in order to make it more difficult for a typical thief to defeat the software, you should change the boot order in the BIOS to hard drive first and set a password to prevent access to the BIOS. This will make it more difficult for a common thief to format the hard drive, which in most scenarios can remove the software.

A current list of BIOS enabled computers can be found here - http://www.absolute.com/BIOS

Can I install one license of Computrace LoJack for Laptops on more than one computer?

No, each license of the Computrace LoJack for Laptops software is unique and can only be installed on one computer. If you have other computers that need protection from theft, you will need to purchase additional copies of the product.

Do you have any LoJack for Laptops stickers I can put on my laptop?

While putting a LoJack for Laptops sticker on your laptop may seem like a good idea, it is actually not recommended to have a sticker on your laptop which indicates you have our software on it.

One of the ways our software works is by being stealthy. This is why we do not have icons for LoJack for Laptops anywhere on the computer and it is not listed in the ‘add or remove programs’ area of Windows.

By ‘advertising’ LoJack for Laptops is installed, should someone steal your laptop, they will know it is there and will attempt to defeat it. The less the ‘thief’ suspects the better. The more comfortable they are thinking they got away with it, the greater the chance they will use your laptop and that will give us the opportunity to track and hopefully recover it.

Unlike traditional forms of deterrent, like alarms for cars or alarm stickers for the home, the theft of a laptop is normally committed as a crime of opportunity. A small sticker indicating LoJack for Laptops is installed would not be a deterrent as the person committing the crime would likely not see the sticker until after they have committed the theft.