This article applies to paid Sophos Home subscription holders experiencing a scenario in which their Sophos Home installation shows as Trial or Free, instead of Premium.
Why does this happen ?
There are 2 reasons for this scenario to manifest:
1 - Sophos Home trial was downloaded from the Sophos Home website, instead of a Premium account
2 - Sophos Home was installed via a different account (non Premium)
What do I do next?
The steps involve removing the antivirus that is attached to the wrong or Trial account. Then, re-installing it using your Premium account. Here's how:
IMPORTANT: If applicable - Please remove any 3rd party Antivirus software, disable Firewall, VPN or network restrictions before following these steps (you may turn them back on when done)
On your affected device:
1 - Access your Downloads folder and delete any SophosInstall /SophosInstaller files if present
2 - Follow the steps to uninstall Sophos Home:
3 - After uninstalling Sophos Home, and ensuring it is not longer listed on your Dashboard, restart your computer, then access the Add Device dashboard section and log in to your Premium account
4 - Use that newly downloaded installer (it should be the only one in your Downloads folder) to Install Sophos Home
5 - Restart your computer, and then click on the Sophos Home Shield to verify your Premium status. Click here for video steps.