Australia: (+61) 2801 48283, (+61) 2801 44572, (+61) 1300 954 574 (English - 24 hour service)
Brasil: (+55) 11 395 88 765 
Canada: (+1) 647 955 1197 , (+1) 647 847 3405 
Deutschland: (+49) 2319 8928 017, (+49) 2318 868 043 
Espańa: (+34) 902 190 765 
France: (+33) 8 92 561 161 (0,34€ TTC / min) 
Italiano: (+39) 0699 268 342 
New Zealand: (+64) 998 535 51 
Osterreich: (+49) 2319 8928 017, (+49) 2318 868 043 
Romania: (+40) 21 300 1226, (+40) 21 300 1227 
Schweiz: (+49) 2319 8928 017, (+49) 2318 868 043 
United States: (+1) 954 928 2780 
United Kingdom: (+44) 208 819 2649 
WorldWide: (+40) 21 264 1794 
What to do when Bitdefender does not detect malware
In order to promptly resolve this issue, we kindly ask that you send us the malware file(s) as described below:
NOTE: These files will be used for malware analysis only and will be treated accordingly.
1. Disable Bitdefender's real-time protection and/or any other security software that might be in use
2. Locate the file(s) on your drive
3. Add the malware file(s) to a zip file using file compression software of your choice (WinZip, WinRAR, etc.)
4. Password protect the zip file with the password "infected"
5. Complete the CUSTOMER CARE ONLINE FORM and provide us with the following:
- The zip file (upload via “Attach a file” field)
- The words “FALSE NEGATIVE” typed in the message body
6. Click the SUBMIT button
7. Enable the Bitdefender real-time protection and/or any other security software you might use.
NOTE: False negative reports are corrected as soon as possible once we receive the samples.
If you suspect that your computer is infected but Bitdefender does not detect any threats, please read this article.
