PC Matic

PC Matic Frequently Asked Questions

We combined the most frequently asked questions about PC Matic, as well as individual links to more in-depth blogs about each below.  We understand you all had questions, and we have answers!  We hope this list helps with any inquiries you may have.  If you have additional questions, do not hesitate to ask.  You may do so either in the comments section below, or going to www.pcmatic.com/help.

What does PC Matic do?

PC Matic is an Endpoint Security program that uses a global automated whitelist to proactively stop malware. Because our whitelist is globally automated, that means you don’t need to whitelist all of the programs you use yourself.  

PC Matic can be your go to program for antivirus protection, it does not need to be paired with any other applications. In addition to our incredible whitelist protection from malware, PC Matic also updates vulnerable apps, defragments your hard drives and performs other system optimizations.

You can read more about what PC Matic does in detail here.

Does it clean the registry

PC Matic does clean your computer’s registry by removing old or outdated registry keys that have been left behind after uninstalling a program. We work very carefully to only clean old registry keys and leave all necessary and system keys in tact. Registry cleaning is on by default but can be turned off in the scan settings.

You can read more about the registry cleaning PC Matic does here.

Can PC Matic be automated?

Yes! PC Matic includes a scheduler that allows you to set up a scan and clean for any time period you would like! Pairing this with SuperShield means you can sit back and not worry about your computer’s protection. We even include email reports so you can get a summary from your computer after it has been scanned.

You can read more about setting up PC Matic to be automated here.

Is it Malwarebytes?

No. Malwarebytes is made by another software company and is in no way affiliated with PC Matic or our company PC Pitstop.

Can PC Matic harm my PC?

Absolutely not! PC Matic never performs any malicious actions to your computer. We’re here to protect you from malicious software. You can also easily see a summary of changes made by PC Matic in the scan summary, and easily undo any changes made by our program from the settings menu.

What is PC Pitstop?

PC Pitstop is our company name, we are the makers of PC Matic. PC Pitstop was founded in November 1999 by Rob Cheng and Dave Methvin with the sole purpose of creating a better way to diagnose common computer problems. We’ve released several products since then including Optimize, Disk MD, PC Magnum, Erase, Exterminate and most recently, PC Matic! PC Matic was released in 2009 with our whitelist protection SuperShield in 2011.

You can read more about PC Pitstop here.

How can I tell that PC Matic is working?

Real Time Protection: If you’re unsure that PC Matic is currently protecting you, just look for the green SuperShield icon in your task-bar. SuperShield is our real-time protection component and with it running your computer will be protected from malware. If you see a yellow or red SuperShield icon hover over it to see why it has changed, it may turn yellow while updating. You can also right click the icon and hover over “Protection Level”, make sure to click SuperShield Protection. If you still do not have a green icon please contact our support team at pcmatic.com/help.

PC Matic Scans: You can see if PC Matic has been scanning and cleaning your computer by opening the program and looking for the specific computer in the list. Next to each computer will show the report from the last scan as well as the date for the next scheduled scan.

You can read more on how to verify that PC Matic is working here.

Has PC Matic ever advertised under a different name?

No, PC Matic has always been PC Matic, however there are a few different versions of PC Matic.

  • PC Matic – Includes all abilities @ $50 per year for 5 computers
  • PC Matic Evergreen – Our lifetime license
  • PC Matic MSP – For Managed Service Providers
  • PC Matic Pro – For Business and Government Agencies
  • PC Matic Home Security – Our free security only product

Your TV ads mention a RAP test score..what is that?

The RAP score is a test performed by Virus Bulletin. They are a testing house that performs several tests a year to determine the protection rates of antivirus products. RAP stands for Reactive And Proactive and is a combination of two test scores, the Reactive protection test and the Proactive protection test.

According to Virus Bulletin the RAP testing is described as: “The unique RAP (Reactive and Proactive) tests measure simple static detection rates using the freshest samples available at the time products are submitted to the test, as well as samples not seen until after product databases are frozen. This provides a measure of both the vendors’ ability to handle newly emerging malware and their accuracy in detecting previously unknown malware.” (Link)

You can read more about what a RAP score is here.

What is your phone number?

Unfortunately we do not provide phone support. We do however have our amazing customer support team that is available 24/7 through our helpdesk. You can submit a support ticket to our team here and they will be happy to assist you!

Can PC Matic be run side by side with other antivirus products?

PC Matic can run alongside other antivirus programs if you choose to do so, however two real-time protection components will not run peacefully together. If you choose to run PC Matic with another antivirus product and want to use our real-time protection Super Shield, you will need to disable any other real-time protection that is running on your machine. If you don’t disable the other real-time protection Super Shield may not function as expected. 

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66 thoughts on “PC Matic Frequently Asked Questions”

  1. On my computer PC Matic is scanning both my DropBox account and One drive. They are not small and I keep all files on line. This means they are downloaded prior to scanning PC Matic. A full scan would probably take at least a full day if not longer. Any easy answer other than shutting them off completely prior to a scan

  2. Does your product fix PC problems, ie performance issues, startups, etc.? Can it remove resident malware, or only the newest ones? For context: I bought an ACER laptop computer almost 3 years ago. We were trying to use maps and something popped up asking us to click button to continue. We clicked the button, then realized…that is not normal for maps…so we backed out of it. Since that click of the button, our PC has been like a sloth. Takes way too long to open any application, even task manager takes 15 minutes to open.
    Can PC Matic fix these types of issues, or is PC Matic a virus/malware scanner only or ???

  3. I have several pc’s that I didn’t upgrade from Windows 7. ‘m afraid to use them because they will not get security updates. If I install pc matic on them will they be safe to use with Windows 7?

  4. I have several computers that had windows 7 that I didn’t do the free upgrade. I’m afraid to use them because of the lack of security updates. If I install pc matic on them are they safe to use?

    1. PC Matic will block malicious activity on the device. However, your device will still be vulnerable from a lack of Microsoft support. Microsoft is still supporting Windows 7 until January 2020.

    1. I have PC Matic Evergreen. I log in to the app on my Windows 10 PC and it even says, “Exp: Evergreen” This also gives me all my account credentials which tells me I’m logging correctly. I click the button “Scan” and it immediately opens a window to buy the subscription.

  5. Peter Millette

    I have a new desktop computer that will not allow me to download pcmatic. When I get the pcmatic .exe message in the lower left of my screen and click “run”, the activity symbol starts then stops after a few seconds. All I want is to add the new computer to my paid account.
    Any suggestions?
    Thanks, P. M.

      1. Hi Judi, Fire tablets use a Fire operating system instead of an Android operating system. From a mobile device perspective, PC Matic is compatible with Android only. I will forward your request to our Product Management department. Thank you!

  6. wallace wysocki

    i would like to install p c matic on my lap top. i have avg running now do i uninstall it first and then install p c matic or what is the best way thanks

    1. Hi Wallace,
      Yes, you will need to uninstall AVG prior to installing PC Matic. To order, you may go to http://www.pcmatic.com/consumer — then you will get an email with the download/install instructions. If you need any assistance, feel free to reach out to our support team at http://www.pcmatic.com/help Our technicians are available seven days a week and will be able to assist you as needed, free of charge.

  7. Dwight M. Smith


    1. Please ensure you’re finishing the scan, and rebooting afterward. If the issues persist, please reach out to our support team for additional assistance.

  8. I only own ONE computer. How come there is no option to buy a subscription for less than $50 / year for 5 computers? I’m not looking to buy it for 1/5 of the price but WHY must I buy it for FIVE computers when I will NEVER own 5 computers? This is the main reason I’ve not purchased the product yet … no lower cost option for those of us who do not have 5 computers.

    1. Hi Janet,
      At this time, PC Matic is sold in five device bundles. If it helps, you may share the license key with friends and/or family, as not all devices have to be in the same household.

  9. When I scan an error comes up AnalyzeltNow error.error comes up.I uninstalled pcmatic and then reinstalled it. The same error comes back. I also shut down the computer and restarted it .When I reran pcmatic the same error comes up on the scan. What can I do to get the error to go away?

  10. Mike Burkhalter

    I have to login everytime on my samsung tablet. and it doe not show as one of my devices on the website.

  11. I am having an issue with my pc matic virus program. I have asked for help, but, I have never received a reply. I have even added the pc matic response email to my safe senders list to no avail. Please help. This is my issue.

    “An error occurred while trying to replace the existing file : Deletefile Failed ; code 5. Access is denied.”

    1. Here is the response that was sent — please let us know if issues remain:

      Thank you for contacting PC Pitstop customer service.

      A Code 5 error is an indication of a permissions problem, typically because a file cannot be accessed because it is already open and in use.

      Make sure that all PC Pitstop applications are closed and not running.

      If the issue persists, select “Ignore” and the installation should complete.

    1. Ray, if your laptop is asleep PC Matic will wake it up to run a scan and clean and it will go back to sleep depending on your Windows sleep settings.

  12. I’ve had PCMatic for 2 years now. I want to reinstall the program (version to my computer. I was getting an error and now the program will not run at all. How can I reinstall it. Your web page does not have this option nor does it have an option to upgrade my licensed copy. I created a ticket to fix my PC (running slow) and the instruction stated that I need to make sure that I have the latest version and if not, install a new version of PC Matic now.

  13. Truman and or Alice Quiett

    Truman re-newed our PC Matic service in October, 2017. I (Totally unintentionally) did something that erased some of my things on my computer. The PC Matic service is one of those things. I understand that the contract will cover up to 5 computers and it was installed on 2 computers. Can I get this protection re-installed on my (Alice’s) computer without having to pay an extra charge? Please let me know what to do. Thank you so much.

    1. Hi Janise, Per your request, a refund has been processed. Please allow 5-10 business days for the credit to post to the payment source you used for the transaction.

  14. I just downloaded the free PC Matic to try…it asks for a license key in order to run…I don’t have one. Now what? I have no idea how to get this to work…I’d love to see if it’s worth buying a full edition but if it’s this much trouble I’m not sure.

    1. You can skip the license key portion when creating a new account. You will be able to run scans but no cleans without the full version. If you need any help our support team can assist at pcmatic.com/help!

    2. My computer will not run the pc matic scan. I have had this service for over a year and this
      is the first time this has happened , I can’t open up my email or google chrome and the computer
      won’t let me run pc matic. I tried to contact you via email but it keeps asking me for a valid email account
      of which I put three in, and pc matic won’t accept our emails.
      We paid for the service, so since there isn’t a phone number, I don’t have any way of correcting this problem.

      1. Kayla Thrailkill

        Hi Laura, Please email us at pcmatic@pcpitstop.com. I tried looking up your account under the email address that is correlated with your response here, and there is not a PC Matic account associated with it. Please provide the email address tied to the PC Matic account, as well as your first and last name. We will get this resolved.

    1. Hello Dennis, you can download and install PC Matic from pcmatic.com! Just click on the free download button and log in with your account after installing or use the buy now button to purchase a license if you don’t have one yet and the download will follow your purchase.

  15. I purchased early this morning and I loaded it on two computers and I cannot get either one to work (pc matic program.) Every time I try to use it it has downloaded every time and I cannot see the reports if there any to see what was cleaned up. Based on the computer function nothing was corrected.

  16. I am a new customer. I am also retired. I was charged twice. Is there a simple way to use PC Matic. I need help in getting started. It is too complicated. I may need to check out and get a refund.

    1. Hello Billy, I checked on your account under the email address you used to comment here and am only seeing one purchase. Did you make another purchase under another email address today? If so we can absolutely get that refunded for you. Our support team is here to help you get up and running and can take care of the double charge refund. You can contact them at pcmatic.com/help. Just copy and paste that address into your browser. If you have any trouble getting in touch with them please let us know!

    2. @Billy . Cox: I am just interested in using PCMatic, thus far I am not able to put it to use. It is probably my mistake. Is there an easy way to make it work for me?

      1. Billy, you can go to pcmatic.com and choose the free download option to download the program onto your computer. After it downloads double click on the downloaded file to begin the install. After the install completes click on LOGIN in the lower left corner of PC Matic. Login with the email address and password you set up during purchase and you can begin using PC Matic!

  17. Purchased product 5 days ago, have been going back and forth with the Help Desk since then.
    Not able to complete scans. I really wanted this product to work. Was willing to devote some time to trying the suggestions given me.
    The Help Desk might be open “24/7” but you darn sure are NOT going to get communication 24/7.
    From the very beginning it was hours between replies, sometimes the next day. Nothing over the weekend or at night.
    Some of the instructions (settings) have caused other programs on my computer to not work!
    My ticket: GMJ-398-62127 remains unresolved and I’ve not heard back from anyone all day!
    I have responded to all requests, applied all instructions. No recent replies.
    I have decided to request a refund. Left the information it asked for and have heard nothing back!

    1. Kayla Thrailkill

      I looked through your helpdesk tickets and it appears we have been communicating with you for quite a while. I can understand your frustration regarding the back and forth with our support team, with limited success. It does appear, however, that we did reach out to you after every helpdesk request, within a reasonable amount of time. We do not offer 24/7 assistance, which is why, at times you did have to wait until the next morning to get help. We offer support from 8 a.m. to midnight eastern standard time. I am going to reach out to Vince, who was sending the issues to our developers and see if any progress has been made. I appreciate your patience regarding this matter.

      1. @Kayla Thrailkill: It seems to me that if your going to charge money, not cheap, Put your company out there as a company that care… You should have at the very least!

        thats the one thing that keeps me from buying. I look every year…and every year your software sounds good.

        Except when it comes to customer service:
        1. Possible- your struggle and cant afford an 8-5pm telephone help
        2. possible- You just want to make mone and dont want to look bad when someone calls.
        3. possible- you just dont care- about people
        4. possible- your company is clueless

        You see

        You not offering phone support atleast 8-5 has stop me from buying your product for the
        10th year in a row

  18. I have had PC Matic in the past, I have tried unsuccessfully to get in touch with someone, but have not been able to do so. I had the computer that your product was on lock out. I had to buy another computer during this time I was billed twice for a computer that was not even working.
    While the computer was working I seen where PC Matic helped. I would get PC Matic again BUT I DON’T WANT TO PAY FOR SOMETHING I AM NOT GETTING. THE OTHER ONE IS THE SAME INFO AS THIS.

    1. Lynn, I’m sorry that you’ve had trouble getting PC Matic on your computer. It looks like all of your Help Desk tickets were answered by our staff however there may have been an error in transit. Do you need assistance reinstalling it on your new computer now? I will be happy to adjust your license for you as I can see that you have not used it on any computers in the last year. I can extend it for you if you’d like to continue using it. Below are instructions on how to reinstall PC Matic:

      To reinstall PC Matic or install the program on an additional computer, download and install the program by clicking the link below:


      Once the program is installed, launch the application, and login to run the scan. For PC Matic, you only need to login with the same email address , and password as was previously used for the original installation. Do not click on the ‘Register’ or ‘Edit’ option or otherwise try to use the license key again. To reset your password click the link below:


      If you do not receive the link to reset the password in just a few minutes, be sure to check your junk mail folders both on the local email client and also at the online email program.

    2. Kayla Thrailkill

      I looked into your helpdesk requests from 2014, when you obtained your new computer. We received and responded to each of your requests. One of which, in December of 2014, you replied stated you received them. Did the instructions not work?

  19. I tried PC Matic once and it screwed up my computer. It offered a free scan which was a come-on. It did the scan which revealed many problems but discovered I would have to pay to get the problems fixed. Reluctantly. I did so because I was concerned even though I had doubts and figured this could be a scam. The results were fixed but it created so many problems that I had to do a reinstall. With a great deal of difficulty, I eventually got a refund. Obviously, this is NOT a reputable company despite its own glowing kudos. Now, I have a tried and true anti-virus. In addition, I use CCleaner and Glary Utilities (the choice of many proving that excellence doesn’t need to have a price tag). I DO NOT recommend PC Matic. I am a lawyer which perhaps is why I managed to get a refund. Good luck to you whatever you decide. In this day and age we must be mindful of those who wish to cheat, defraud or deceive.

    1. S.Jay, I’m sorry that you had a bad experience with our product! Our support team is available for all of our customers and will honor our money back guarantee if there are any issues. I’m disappointed that the program didn’t work well for you, but glad to see you got your refund. I can assure you that our product is in no way a scam.

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